Webinar: Responsibly Resume IT Operations in the Office

IT must quickly identify the must-dos to allow a safe return to the office. During this webinar we will go through how to build a prioritized roadmap for safe reopening...

Customer Focus Competency Worksheet

Use this worksheet in conjunction with the Customer Service Training for the Service Desk training deck. Review the definition and proficiency levels of the customer...

Customer Service Training for the Service Desk – Training Deck

Use this training deck to deliver customer service training to your IT service desk team.

A Framework for Choosing the Right Help Desk Tool

A well-chosen help desk management application can improve resolution rates, streamline the escalation path, and reduce redundant work. Selecting a software package to...

Help Desk Solution RFP Template

Creating a Request for Proposal (RFP) for help desk software can be a time-consuming task. The RFP provides vendors with the relevant operational, functional, and...

Implement Virtual Desktop Infrastructure for Remote Access and Business Continuity

Historically, delivering virtual desktops to remote users required a separate connectivity and virtualization infrastructure, but that is starting to change. VMware...

Utilize Virtualization for Low-Cost Failover

Few small to mid-sized enterprises (SMEs) can afford much in the way of offsite redundancy for disaster recovery purposes, and fewer still have budget room for a proper...

Help Desk Software: Comparative TCO Calculator

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)...

Service Desk Manager

The Service Desk Manager's role is to oversee all Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility...

IT Security 101

IT security is often overlooked and misunderstood by enterprises. Many feel that they have nothing worth stealing and any money spent on security is a wasted investment....
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