Infrastructure & Operations

Deliver a Customer Service Training Program to Your IT Department – Storyboard

This project includes advice for managers on how to successfully deliver training and how to embed the habits afterward. It also directs managers on how to use...

Deliver a Customer Service Training Program to Your IT Department

Deliver a targeted customer service training program to your IT team to enhance their customer service skills when dealing with end users. Improve overall service...
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Service Desk Future Trends Storyboard

Read through this mini-blueprint to learn the impact of the COVID-19 pandemic on service desk operations and the key initiatives to facilitate help desk agent work and...

Service Desk Future Trends

Due to the 2020 pandemic, millions of workers were forced to work remotely, and this has now become the new model of work for many businesses. In this research, we have...

Deliver a Customer Service Training Program to Your IT Department – Executive Brief

Read this executive brief to find out why you should deliver customer service training to your team, review Info-Tech’s methodology, and understand the four ways we can...

Cheat Sheet: Service Desk Written Communication

Use this cheat sheet in conjunction with the Customer Service Training for the Service Desk training deck to review the key points covered in the training on...

Cheat Sheet: Service Desk Communication

Use this cheat sheet in conjunction with the Customer Service Training for the Service Desk training deck to review the key points covered in the training on listening...

Service Desk Ticket Categorization Schemes

The Ticket Categorization Scheme provides examples of ticket categories to organize the data in the service desk tool and produce reports that help managers manage the...

Service Desk Roles and Responsibilities Guide

The service desk will function more efficiently when agents know their roles and responsibilities and they are communicated with stakeholders.

Service Desk Project Summary

Stakeholder support can make or break a service desk initiative. The Executive Presentation template provides an example of how to organize the process improvements...
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VL Methodology