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An ITSM tool implementation project can be complicated with vendors relying on project managers to define the implementation parameters. Project managers often must make...
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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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Small enterprises have many of the same issues as large ones, but with far fewer resources. Focus on the most important aspects to improve customer service.
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Understand how and why to measure customer satisfaction with the service desk, then design both a transactional and relationship survey to collect feedback, and build a...
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Don’t let the verbose nature of standards documentation such as NIST, HIPAA, PCI, and others overcomplicate your mandate to ensure your business continuity management...
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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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As the business gets more innovative to solve its problems, IT finds itself in reactive mode, dealing with software bloat, managing surprise SaaS renewals, and having to...
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Reduce costly downtime with a right-sized testing program that improves IT resilience.
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Design a VIP support model for the service desk that meets the needs of your executives – but doesn’t negatively impact service delivery to the rest of the organization –...
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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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