A service desk becomes more competent when incident tickets are separated from service requests. Besides, building knowledgebase articles and developing self-service portal will help shift-left strategy. This phase will take you through the following activities:

  • Distinguish between service requests and projects
  • Build service request workflows
  • Design knowledge management processes
  • Build self-service portal

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Standardize the Service Desk

Improve customer service by driving consistency in your support approach and meeting SLAs.

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