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The Ticket Categorization Scheme provides examples of ticket categories to organize the data in the service desk tool and produce reports that help managers manage the...
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Create a roadmap of your overall service maturity, and leverage recommendations to get you where you want to go.
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Use this checklist as a self-evaluation of features and criteria to optimize the self-service portal to enable a shift left strategy.
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Use this tool to track and prioritize opportunities and tasks to be completed as part of the shift-left initiative.
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Use this workbook to execute vendor evaluations. The workbook can be provided to your vendors to initially self-score and then be reviewed by your team; alternatively,...
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Prioritize the order in which the IT incident runbooks will be developed based on the frequency and the impact of the potential incidents.
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Use this tool to communicate and market the launch of the chatbot to your organization and stakeholders.
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Use this tool to plan and roadmap your action items during and beyond the implementation of your chatbot proof of concept.
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Use this tool to record the metrics necessary to manage the success of your chatbot.
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Use this lightweight tool to assess your current service desk maturity to decide whether to proceed with the shift-left project.
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