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Understand how and why to measure customer satisfaction with the service desk, then design both a transactional and relationship survey to collect feedback, and build a...
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Cost reduction has traditionally been an incentive for outsourcing the service desk. This is especially the case for those organizations that don’t have minimal processes...
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With remote work becoming a normal employee offering for many organizations, self-serve/self-solve becoming more prominent, and a common call out to improve customer...
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Taking time to strengthen your service desk fundamentals - including defining clear and efficient ticket queue management processes - will improve service delivery times,...
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Deciding which service desk metrics to track and how to analyze them can be daunting. It is easy to fall into the trap of tracking too many metrics and getting lost in...
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This blueprint helps you identify your most crucial ticket data and analyze the data to continually mature your daily, weekly, and monthly IT service management...
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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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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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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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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...
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