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With remote work becoming a normal employee offering for many organizations, self-serve/self-solve becoming more prominent, and a common call out to improve customer...
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You can’t mature processes without also documenting them. Process documentation is most effective when workflows are both written out and visualized in the form of flow...
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Deciding which service desk metrics to track and how to analyze them can be daunting. It is easy to fall into the trap of tracking too many metrics and getting lost in...
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Leverage the storyboard and associated materials to build a plan for developing a project handover that the service desk will use to support the new application/product....
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Taking time to strengthen your service desk fundamentals - including defining clear and efficient ticket queue management processes - will improve service delivery times,...
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Cost reduction has traditionally been an incentive for outsourcing the service desk. This is especially the case for those organizations that don’t have minimal processes...
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There’s no one magic ratio of service desk analysts to users. Determine your optimal service desk structure and staffing levels based on your unique environment,...
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If you still think “it’s in the cloud, so I don’t need to worry about it,” then get your resume ready. When O365 goes down, your executives are calling IT, not Microsoft,...
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You have critical infrastructure and systems in a location that is prone to power outages. You must maintain service continuity and critical systems, whether it is an...
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Defining an automation suite for your organization can be daunting, since trends and product offerings are constantly shifting. Ensure you have the proper data governance...
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