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This project appendices of the blueprint, Standardize the Service Desk, will help you develop resources to help the service desk provide support for projects once they enter IT operations and help you review the customer service skills of your service desk analysts. The appendices will help you:

  • Identify challenges with a new project release.
  • Create a process for go-live on new or upgraded projects.
  • Build a template for project handover.
  • Run a case study discussion to hone customer service skills.

Use these appendices as part of the full blueprint, Standardize the Service Desk.

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