Extend the Service Desk to the Enterprise

Extending the service desk to business units beyond IT to other customer-facing business units can not only boost the performance of the department and improve end-user...
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Discover the Secrets of ITSM Licensing

Evaluating your desired ITSM vendor and negotiating the software agreement can be daunting. Vendors do this for a living, so it’s important that you come to the table...

Learn From Real IT Professionals to Select the Right ITSM Tool the First Time

Selecting service desk (ITSM) tools is a complex, knowledge-intensive project. Even organizations with mature processes, and effective service desks, can quickly become...

Vendor Landscape: Mid-Market Service Desk Software

The mid-market service desk tool market provides customizable functionality and advanced features suitable for the diverse, growth-focused mid-market space.
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Vendor Landscape: Enterprise Service Desk Software

The enterprise service desk tool market provides powerful functionality and advanced features suitable for large, complex IT environments.
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Build a Service Desk Consolidation Strategy

Organizations that have acquired more than one service desk through mergers or natural growth are likely to struggle with a lack of agility, high operating costs, and low...
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Outsource the Service Desk

In organizations where technical support is viewed as non-strategic, many see outsourcing as a cost-effective solution. However, a complete turnover of the service desk...
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Build an ITSM Tool Implementation Plan

Project managers often underestimate the complexity of an ITSM solution, or rely heavily on professional services to organize the implementation. A detailed...
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Adopt Lean IT to Streamline the Service Desk

Service desk managers are challenged to achieve the high levels of end-user satisfaction and productivity the business needs, and the cost-effective customer service it...
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Build a Continual Improvement Plan for the Service Desk

Even mature service desks must contend with changing business priorities to sustain operational excellence over time. Build a continual improvement plan for the service...
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