Increase SE End-User Satisfaction by Over 50% With a Service Desk Strategy

End-user perception of IT is heavily influenced by the quality of service it delivers. Improve business satisfaction with all IT processes by improving service...

Categorize Service Desk Tickets for Better Customer Service in the Small Enterprise

Service desk tickets are not all created equal. Distinguishing between different types of tickets is critical for reporting and service delivery. Don’t let generic ticket...

Targeted AI Hits the ROI Bullseye for Salesforce

The terms artificial intelligence (AI), machine learning, deep learning, and predictive analytics (and others) seem ubiquitous and, in fact, may now be considered table...

Build a Right-Sized Service Desk for Small Enterprise

The service desk is the backbone of IT. Leverage Info-Tech’s research to develop a strategic plan that improves service desk cost to serve, time to resolution, and...
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Build a Right-Sized Service Desk for Small Enterprise – Phase 1: Assess the Current State of the Service Desk

Leverage Info-Tech's research to identify service challenges, conduct a current state assessment, and collect stakeholder feedback to align corporate and IT strategy and...

Build a Right-Sized Service Desk for Small Enterprise – Phase 2: Design and Build a Right-Sized Service Desk for SE

Leverage Info-Tech's research to define your service desk structure and roles, select key reporting metrics, create a ticket classification scheme, and design your...

Build a Right-Sized Service Desk for Small Enterprise – Phase 3: Communicate and Teach Service Desk Best Practices

Leverage Info-Tech's research to build a basic knowledgebase, increase IT’s service desk skillsets, and communicate changes with end users.

Build a Right-Sized Service Desk for Small Enterprise – Executive Brief

The service desk is the cornerstone of end-user satisfaction. This project will help small enterprise IT leaders put in place light processes to improve the effectiveness...

Build a Right-Sized Service Desk for Small Enterprise – Phases 1-3

The service desk is the backbone of IT. Leverage Info-Tech’s research to develop a strategic plan that improves service desk cost to serve, time to resolution, and...

Key Considerations When Renewing Your Microsoft Enterprise Agreement

Given that the cost involved with an EA is significant, organizations need to carefully evaluate their options prior to renewal time so that they make the right decision....
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