Service Desk Efficiency Calculator

The purpose of the Service Desk Efficiency Calculator is to assess the impact of different improvements on service desk cost and productivity.

Grow IT Emotional Intelligence to Improve Service Desk Satisfaction for Finance and Insurance

The service desk is the face of IT. User satisfaction with IT in finance and insurance is largely influenced by the quality of the customer service the service desk...

Minimize Resource Waste in the Small Enterprise With an IT Knowledgebase

Organizational information that goes undocumented is often lost or forgotten. Small enterprises without a central information repository suffer from knowledge gaps when...

Improve IT Service Consistency in the Small Enterprise With a Single Point of Contact

Ad hoc approaches to service desk ticketing are inhibiting IT from achieving operational efficiency. Organizations with informal contact structures experience slower...

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...

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...

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.
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