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

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.

Solution Set

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

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

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.

Video

Reducing the size of the help desk may be raised as a means of cutting IT costs. Before making staff reductions, understand the impact and effect of any planned cuts. Be prepared with facts and information to ensure that the business understands...

Video

Mitigating the impact of help desk staffing reductions is difficult. If staff reductions are imminent, use these techniques and methods to lessen the pain. Make life for the remaining staff better and more productive.