Staff the Service Desk to Meet Demand

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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Accelerate Your Automation Processes

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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Manage the Active Directory in the Service Desk

Identity and access management must be done by most organizations. Provisioning, moving or updating, and deprovisioning resources do not have to be difficult, but with...
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IT Service Management Selection Guide

Regardless of organization size, there are benefits to having an ITSM solution that allows you to mature processes and continually improve your IT Operations practice....
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Incident Management for Small Enterprise

The ability to respond and recover quickly from unplanned incidents is a critical path in becoming a strategic and trusted partner for the business. This blueprint will...

Build a Chatbot Proof of Concept

Lay the groundwork for a successful chatbot proof of concept while keeping business goals up front by implementing the proper metrics, gathering requirements for chatbot...
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Deliver a Customer Service Training Program to Your IT Department

Deliver a targeted customer service training program to your IT team to enhance their customer service skills when dealing with end users. Improve overall service...
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Service Desk Future Trends

Due to the 2020 pandemic, millions of workers were forced to work remotely, and this has now become the new model of work for many businesses. In this research, we have...

Optimize the Service Desk With a Shift-Left Strategy

Shift left involves shifting ticket resolution from more costly resources to the first line of support and to end users, freeing up resources, reducing costs, and...
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Build a Service Support Strategy

As organizations become more technologically complex, service desks are becoming highly skilled business technology service hubs. Articulating a clear service support...
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