Service desk is known as the face of IT. Our end-user satisfaction diagnostic results show that if service desk effectiveness and timeliness are high in an organization, its customers would rate all other IT processes high and vice versa. This proves that fixing the service desk will improve customer satisfaction. Standardizing the service desk benefits the whole organization. It improves business satisfaction, reduces recurring issues, increases efficiency, and lowers business costs.

In this webinar, our analysts:

  • Discuss the importance and influence of the service desk on other IT service management processes.
  • Define common service desk challenges and identify the best ways to resolve them.
  • Define best practices for incident management, request fulfillment, and knowledge management.

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