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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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Use this policy template to define and support triage and support operations.
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22
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The patch management policy outlines standard application maintenance and patch management practices and responsibilities for identifying and mitigating any system...
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22
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IT service management is the new normal. Organizations experiencing increasing business demands, inadequate IT/business alignment and poor performance will benefit from...
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22
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Cutting costs can be an overwhelming and painful task, but knowing where to focus your efforts can make it easier. Take a look at our top ten favorite strategies. It...
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18
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Constraints on budgets, hiring, and facilities are driving more and more businesses to consider outsourcing their Help Desks. While outsourcing is hardly a new idea, many...
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17
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Defining help desk performance metrics can be difficult. Organizations with dedicated help desk environments must take the time to develop a performance tracking system...
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17
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You have a disaster recovery plan (DRP), but will it hold up in a real crisis? Testing the DRP is essential to determining whether it is under or over built, and whether...
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16
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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...
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15
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The server configuration policy establishes the standards, procedures, and restrictions for new servers being installed within the company.
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15
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