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A step-by-step document that helps you improve customer service and meet SLAs by driving consistency in your support approach.
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Use this storyboard to understand why and how to design a strategy to consolidate multiple service desks into one.
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Use this activity to convene a flowchart improvement working group. It uses onboarding as an example.
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Design a VIP support model for the service desk that meets the needs of your executives but doesn’t negatively impact service delivery to the rest of the organization by...
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Use this blueprint to create a service request management program that provides immediate value. The template includes the following sections:
- Design the Service
-...
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Learn how to set up a customer feedback program for your service desks.
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This blueprint will help you:
- Craft a project charter for service desk outsourcing.
- Create an outsourcing RFP
- Outline strategies to build a long-term relationship...
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An ITSM tool implementation project can be complicated with vendors relying on project managers to define the implementation parameters. Project managers often must make...
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With remote work becoming a normal employee offering for many organizations, self-serve/self-solve becoming more prominent, and a common call out to improve customer...
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Deciding which service desk metrics to track and how to analyze them can be daunting. Use this deck to narrow down your goal-oriented metrics as a starting point and set...
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