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Defining help desk performance metrics can be difficult. Organizations with dedicated help desk environments must take the time to develop a performance tracking system...
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A customer-oriented IT department reduces department costs, improves the quality of deliverables, and boosts the efficiency of the IT workforce. There are six core...
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The Knowledge Manager's role is to collect, synthesize, organize, and manage corporate information and in support of business units across the enterprise.
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The creation of a request for change (RFC) form for the enterprise can be a time consuming and daunting task. Save time by customizing this form to the context of your...
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This template is designed to help service managers kick-start the standardization of service desk processes.
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The tool is designed to identify the gaps in your organization’s service desk operation. The assessment includes metrics, processes, and technology.
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Remote desktop control saves valuable time and resources. Eliminating desk-side visits and reducing help desk workload by up to 30% can turn the help desk team into...
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Create the internal service desk SLA by amalgamating the insights from the current and target state analysis.
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An accurate and comprehensive record of the incident management process, including a description of the incident, any workarounds identified, the root cause (if...
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The purpose of the Service Desk Efficiency Calculator is to assess the impact of different improvements on service desk cost and productivity.
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