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Tagged - helpdesk

Outsource or Repatriate the Service Desk

Whether managing, outsourcing, or repatriating the Service Desk, there are core issues that must be clarified and consistently maintained (e.g. reporting/analytics,...
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Storyboard: Outsource or Repatriate the Service Desk

Often, the service desk is dismissed as a tactical function that merely needs cost optimization. Done poorly, outsourcing can drive inefficiencies that outweigh any cost...
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Vendor Landscape Plus: Customer Service Knowledge Management Platforms

Complex product portfolios and high volume customer service inquiries cannot be serviced by simple FAQ lists and generic search engines. Dedicated customer service...
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Don't Go Overboard Formalizing Service Delivery

Many organizations struggle to get a handle on service delivery--they have no formal system for delivery and business users are not satisfied.
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Improve the Service Orientation of IT Staff

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...
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14 Likes

Five Reality Checks: Before You Outsource Your Help Desk

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...
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14 Likes

Ensure Service Delivery with Systems Management

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.
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Manage Help Desk Staffing

Staffing the help desk with the right people is critical, whether hiring or trimming.
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Help Desk Triage 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...
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11 Likes

Beyond Beginner Help Desk Performance Metrics

Defining help desk performance metrics can be difficult. Organizations with dedicated help desk environments must take the time to develop a performance tracking system...
12 Likes