Service Desk
Topics
Service Desk Standard Operating ProcedureThis template is designed to help service managers kick-start the standardization of service desk processes. |
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Knowledgebase Article TemplateAn accurate and comprehensive record of the incident management process, including a description of the incident, any workarounds identified, the root cause (if available),... |
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Service Definition ChecklistNon-IT stakeholders interested in participating in an extension of the service desk will turn to IT for guidance. |
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Ticket and Call Quality Assessment ToolBetter data leads to better decisions. Use the Ticket and Call Quality Assessment Tool to check in on ticket and call quality quarterly and improve the quality of service... |
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Service Desk Roles and Responsibilities GuideThe service desk will function more efficiently when agents know their roles and responsibilities and they are communicated with stakeholders. |
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Service Desk Ticket Categorization SchemesThe Ticket Categorization Scheme provides examples of ticket categories to organize the data in the service desk tool and produce reports that help managers manage the... |
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Optimize the Service Desk With a Shift-Left StrategyShift left involves shifting ticket resolution from more costly resources to the first line of support and to end users, freeing up resources, reducing costs, and... |
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Optimize the Service Desk With a Shift-Left Strategy – Executive BriefRead our concise Executive Brief to understand why a shift-left strategy can help to optimize your service desk, review Info-Tech's methodology, and understand the four... |
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Optimize the Service Desk With a Shift-Left Strategy – Phases 1-3This storyboard will help you build a strategy to shift service support left to optimize your service desk operations and increase end-user satisfaction. |
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Optimize the Service Desk With a Shift-Left Strategy – Phase 1: Prepare to Shift LeftThis is phase 1 of the Optimize the Service Desk With a Shift-Left Strategy blueprint. |
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