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The service desk is the foundation of all other IT service management processes. For IT to become a strategic and trusted partner to the business, they must stabilize...
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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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Use this tool to help you estimate the number of resources required to support your demand over time.
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Use this template to document the justification for addressing service desk staffing, the results of your analysis, and your next steps.
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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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Read our concise Executive Brief to find out why you should optimize service desk staffing, review Info-Tech’s methodology, and understand the ways we can support you in...
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This storyboard will help you measure and track your workload and ticket trends over time to determine the best approach to optimize your service desk staffing to meet demand.
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There are many ITSM solutions on the market today, but narrowing down the list to the most appropriate for your needs is tough. The "best solution on the market" may not...
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This checklist is designed to help you make quick progress on building a pre-implementation checklist for your own change management practice.
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This template is designed to provide an example of pre-approved, normal, expedited, and emergency change workflows that make up the change management process.
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