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Upcoming Research:
Manage Service Desk Effectiveness

Get past simple metrics and make your service desk deliver better results.

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Your Challenge

Service Desk metrics can be misleading if you're simply focused on incident volumes, first call resolution, or customer satisfaction as isolated metrics. This solution set will provide an overall framework for driving the highest level of effectiveness from your Service Desk while optimizing the cost of delivery.

Related Content

Note

Optimize the Service Desk with Problem Management

Enterprises ready to move beyond incident management can improve the effectiveness and efficiency of the help desk by implementing problem management functions that reduce incidents at the source.

Note

Storyboard: Develop a Project Portfolio Management Strategy

Managing IT's portfolio of projects doesn't have to be a constant headache. Setting realistic goals, evaluating the organization's process capabilities, and selecting the appropriate tools will improve your chances of managing the portfolio effectively.

Note

Storyboard: Become a More Effective IT Leader

IT leaders must focus on strategy and leadership activities, and avoid spending time on most vendor management activities, managing projects, and work their employees could be doing.

Note

PM, PPM, EPM: Alike but Not the Same

Many IT and business leaders have difficulty correctly defining the scope of Project Management. Others confuse Enterprise Portfolio Management and Project Portfolio Management with one another, and with good reason: even vendors blur the lines between them. Differentiate between the three before seeking helpful tools to avoid lost time, money, and effort.

Note

Best Practices for Implementing a Project Management Office

It is necessary for organizations to efficiently track and manage company-wide IT projects: ad-hoc project management (PM) is the way of the past. Determine enterprise need and then take the essential steps to implementing a successful centralized Project Management Office (PMO) to reap the benefits of being on time, within budget, and well-organized.

Note

Vendor Landscape: Project Portfolio Management Software

Effective Project Portfolio Management (PPM) is fundamental to the success of any enterprise. Market leading software solutions offer structured project and portfolio management functionality, robust reporting, full-bodied resource management, efficient collaboration, and much more. Use this note to help differentiate top vendors by looking at key factors such as comprehensive data display, structure project and portfolio management functionality, and the ability to appropriately allocate resources.

Premium Resource

Project Portfolio Monitoring

Portfolio monitoring is a management level process for managing the successful delivery of projects across the organization. Since managers are not part of the day-to-day operations of projects, it is important for them to stay informed of project progress and status in order to make good decisions.

Note

Storyboard: Focus on Project Management Essentials

Successful project completion is on everyone's wish list. Understand the four essentials of successful project management and adopt simple tools that will help organize the planning and management of projects without requiring major overhead.

Tags

help desk, service desk, helpdesk, ITSM, IT service management, service desk management, help desk management

Related Content


Get past simple metrics and make your service desk deliver better results.

Solution Road Map

Other Solution Sets in Help/Service Desk (ITIL/ITSM)

  1. Develop an IT Service Desk Strategy
    ITIL is not a strategy. You’ll have to develop your own.
  2. Vendor Landscape: Mid-Market Service Desk Software
    All-in-one functionality can be great, but don’t overcomplicate just because you can.
  3. Vendor Landscape: Enterprise Service Desk Software
    A good tool starts with a strong process foundation: you need both.
  4. Take the High Road to Service Desk Effectiveness
    Transform common knowledge into common practice.
  5. Manage Help Desk Staffing
    Identify and hire staff with a unique blend of customer service and tech skills necessary for a successful help desk.
  6. Ensure Service Delivery with Systems Management
    Dump the bottom-up approach to systems management, and manage services for success.
  7. Outsource or Repatriate the Service Desk
    Plan to repatriate, and you may never have to.
View the full Solution Road Map