Solution Set

Complex product portfolios and high volume customer service inquiries cannot be serviced by simple FAQ lists and generic search engines. Dedicated customer service knowledgebases and specialized tools are required to deliver actual solutions to...

Vendor Landscape market evaluations provide an overview of the market and tools to ascertain suitability for your organization of each vendor's solution. Vendors covered in this Small Enterprise CRM VL Plus include Netsuite, Maximizer, MS...

Solution Set

It is crucial that the IT department demonstrate a customer-oriented mindset because such a culture brings numerous benefits to IT and the business. This solution set will help you assess the level of customer service orientation and provide...

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...

Video

Constraints on budgets, hiring, and facilities are driving more and more businesses to consider outsourcing their Help Desks. While outsourcing is hardly a new idea, many IT leaders are still starting the process without the proper reality check...

Solution Set

This solution set will help you assess your current systems management environment, business needs, and create a plan to move to service-centric systems management.

Note

Info-Tech recently conducted several surveys for our research projects. This document is a high level summary of those results and an introduction to the resulting research.

Note

In organizations without an established help desk, IT often struggles to provide timely user support while at the same time efficiently complete IT projects and initiatives. Learn how to build and maintain a dedicated help desk and see immediate...

Solution Set

This solution set will help you succeed at introducing a formal customer-service-oriented help desk process while retaining your sanity.

Tool

IT shops looking for appropriate help desk software need a fair method of identifying the necessary features and then evaluating each vendor's ability to deliver these features. Use Info-Tech's Help Desk Software Evaluation Tool to score vendors...

Tool

Consistent monitoring and review of the help desk allows IT managers to analyze service levels and advise help desk staff on performance improvement. Use this tool to track primary and secondary metrics for help desk performance and ensure that...

Choosing the right help desk solution is a crucial task. The marketplace is packed with choices for help desk and system management software. Narrow down the list of prospective packages with Info-Tech's selection criteria and recommendations.

Implementing a help desk is hard because it requires process and cultural change for IT and users. Implementing the right processes successfully is critical to help desk deployment. Learn how to roll out the right processes and be successful...

Tool

Using objectivity when deciding who and where to cut is nearly impossible. This tool will assist you in identifying cut candidates as objectively as possible, while ensuring that all required IT roles are covered to continue operations...

Establishing metrics can be a sizeable undertaking. New IT leaders need to get their hands on some solid numbers fast to help build credibility and identify key areas for change. Get a few descriptive metrics in place in your early weeks on the...

Template/Policy

Putting a help desk vendor through a scripted demo can be challenging. A standardized script and scoring methodology is very useful in ensuring a fair comparison. This help desk demonstration and scoring tool ensures it is an even evaluation.

Tool

Help desk software RFP responses can be daunting to evaluate and score. If an RFP is required, use the Info-Tech help desk software evaluation and RFP response scoring tool to automate the process.

Tool

Organizations looking to improve help desk maturity should begin with an assessment of existing resources. Use this assessment tool to evaluate the effectiveness of the existing help desk environment and project the optimal level of help desk...

Video

This video takes a prescriptive approach to identifying and solving common help desk maladies. Many issues faced by a distressed help desk are not unique and are often part of help desk evolution and maturation.

Video

When the help desk fails to keep pace with the organization, service gaps appear that create a chasm between IT and the business. Rescue becomes necessary to rapidly address management and business stakeholder complaints. Affect a rapid rescue...

Solution Set

Staffing the help desk with the right people is critical, whether hiring or trimming.

Note

Sifting through vendor offerings for a help desk solution that meets enterprise needs is tricky and time-consuming. Use these tools, templates, and selection guide to shortlist a winning help desk solution without breaking a sweat.

Tool

Determining the appropriate end user to help desk staff ratio can be difficult. Help Desk environments with steady request volumes and staff numbers should use this tool to determine the accurate number of staff required to address help desk...

Tool

Determining the appropriate help desk staffing ratio is hard. Use this tool to assess established process, staff, and technology resources and estimate how improvements to existing weaknesses can influence the optimal end user to help desk staff...

An IT help desk that draws the ire of users and management alike is in trouble. Knowing how to quickly save the help desk and IT is critical to keeping your job. Follow this proven resuscitation methodology to breathe new life into the help desk.

Note

Managing help desk staffing is difficult. Breeze through staffing increases and reductions with the Info-Tech guide to help desk staffing.

Note

Help desks struggling to respond to the growth of the enterprise need resuscitation or optimization. Follow this Info-Tech client-tested program to ensure the help desk can scale with business growth.

Solution Set

This solution set will help you mature your help desk processes, resuscitate a sagging help desk, deal with enterprise growth or budget cuts.

Solution Set

This solution set will help you identify key criteria, provide groups of vendors to select from, as well as selection tools and templates.

Template/Policy

Help desk triage determines priority levels for problems reported by end users. Employ a triage policy to help the IT department set end-user expectations and effectively manage scarce resources.