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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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Use this template to document the justification for addressing service desk improvement, the results of your analysis, and your next steps.
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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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Deciding which service desk metrics to track and how to analyze them can be daunting. Use this deck to narrow down your goal-oriented metrics as a starting point and set...
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Simplify your service desk metric analysis. Use this tool to define goal and action-oriented metrics and dashboards for your service desk.
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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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This storyboard will review best practices and advice for improving ticket queue management at the service desk.
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This template includes several examples of service desk queue structures, followed by space to build your own model of your optimal service desk queue structure and...
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Assess the intensity and cloud maturity of your IT operations for each of the key cloud workstreams: Consume, Host, and Build.
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Use this tool to capture the cloud operations design as you build it and review examples.
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