Infrastructure & Operations
Topics
Service Desk Roles and Responsibilities GuideThe service desk will function more efficiently when agents know their roles and responsibilities and they are communicated with stakeholders. |
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Ticket and Call Quality Assessment ToolBetter data leads to better decisions. Use the Ticket and Call Quality Assessment Tool to check in on ticket and call quality quarterly and improve the quality of service... |
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Service Definition ChecklistNon-IT stakeholders interested in participating in an extension of the service desk will turn to IT for guidance. |
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Knowledgebase Article TemplateAn accurate and comprehensive record of the incident management process, including a description of the incident, any workarounds identified, the root cause (if available),... |
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Service Desk Standard Operating ProcedureThis template is designed to help service managers kick-start the standardization of service desk processes. |
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Knowledge ManagerThe 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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UCaaS in 2021: The Top Three TrendsThis note highlights the top three trends to watch for in the 2021 UCaaS market. |
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Take Control of Cloud Costs on Microsoft Azure – Phases 1-4Develop processes, procedures, and policies to effectively manage cloud costs. |
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Take Control of Cloud Costs on Microsoft Azure – Executive BriefGet a handle on cloud costs. |
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Take Control of Cloud Costs on Microsoft AzureDevelop processes, procedures, and policies to effectively manage cloud costs. |
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