Tagged - service desk

Improve Service Desk Ticket Intake

Adopt a continual service improvement mindset and make gradual changes to ticket intake. Focusing on a small number of improvements each quarter will allow you to...
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Improve Service Desk Ticket Intake – Executive Brief

Read this Executive Brief to understand why service desk ticket intake is crucial to end users.

Improve Service Desk Ticket Intake – Phases 1-3

This storyboard will help you identify opportunities to provide quality and consistent customer service.

Improve Service Desk Ticket Intake – Phase 1: Define and Prioritize Ticket Channels

This phase of the blueprint, Improve Service Desk Ticket Intake, will help you align your improvements with business goals and the shift-left strategy.

Improve Service Desk Ticket Intake – Phase 2: Improve Ticket Channels

This phase of the blueprint, Improve Service Desk Ticket Intake, will help you identify improvements for each ticket channel.

Common Mistakes: Transitioning a Service Desk Away From the Wild West

Transitioning a service desk from the Wild West is never an easy feat for anyone to undertake, but by avoiding some of the key pitfalls, service desk managers can set...

Make the Most of Your Service Desk Software: Lessons From Higher Education (Part 3)

Inadequate ticket descriptions are another common frustration that we hear from higher education clients during Standardize the Service Desk engagements. Education and...

Make the Most of Your Service Desk Software: Lessons From Higher Education (Part 1)

The organizational culture of higher education matters. Not all service management standards, protocols, and strategies will be suited for the cultural environment of...

Make the Most of Your Service Desk Software: Lessons From Higher Education (Part 2)

Analysts and end users find entering and maintaining ticket data on existing service desk software simply too difficult. In this the second note of the series we focus...

Intelligent Swarming: Using Animal Behavior to Change Our Approach to Service Support

Intelligent swarming takes a collaboration-based approach to service support, allowing mature service desks to break down silos once and for all, improve end-user...
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