Define Service Desk Metrics That Matter

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...

Transform Your Field Technical Support Services

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...

Build an ITSM Tool Implementation Plan

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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Define Requirements for Outsourcing the Service Desk

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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Right-Size the Service Desk for Small Enterprise

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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Take Action on Service Desk Customer Feedback

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...

Ensure DRP and BCP Compliance With Industry Standards

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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Transition Projects Over to the Service Desk

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....

Mitigate the Risk of Cloud Downtime and Data Loss

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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Reduce Shadow IT With a Service Request Catalog

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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