Knowledge Manager

The Knowledge Manager's role is to collect, synthesize, organize, and manage corporate information and in support of business units across the enterprise.

Sample Communication Plan

When taking service desk initiatives, they should be communicated to affected stakeholders to create end-user buy-in and get support from management when improvements go live

Knowledgebase Article Template

An accurate and comprehensive record of the incident management process, including a description of the incident, any workarounds identified, the root cause (if...

Service Desk Standard Operating Procedure

This template is designed to help service managers kick-start the standardization of service desk processes.

Service Desk Maturity Assessment

The tool is designed to identify the gaps in your organization’s service desk operation. The assessment includes metrics, processes, and technology.

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...

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...

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...
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