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Determining the appropriate end user to help desk staff ratio can be difficult. Help Desk environments with steady request volumes and staff numbers should use this tool...
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25
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If you don't have a strategy for replacing those "irreplaceable" people in your IT department, you could be setting yourself up for disaster. A succession management...
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9
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Record DRP information including document storage and contact/role information.
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8
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For smaller service desks, a hosted (Software-as-a-Service) help desk tool may be more cost-effective than an on-premise package. Use this Total Cost of Ownership (TCO)...
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6
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Conduct a service desk maturity assessment and reinforce your weak dimensions.
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5
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Use this tool to identify and prioritize tasks that you need to complete in order to make the transition to a consolidated service desk.
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4
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Track your step-by-step incident response plan in real time.
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4
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Establish scope, roles, and requirements for a BCP pilot project.
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4
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Use this document to track BCMS teams, roles, and action items.
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4
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The purpose of the Service Desk Efficiency Calculator is to assess the impact of different improvements on service desk cost and productivity.
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3
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