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This is phase 3 of the Optimize the Service Desk With a Shift-Left Strategy blueprint.
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Use this template to document the incident management process workflow and identify where opportunities for shift left exist in the process.
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Use this checklist as a self-evaluation of features and criteria to optimize the self-service portal to enable a shift left strategy.
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This is phase 1 of the Optimize the Service Desk With a Shift-Left Strategy blueprint.
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Read 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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Shift 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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This 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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Atlassian has acquired Halp, a real-time helpdesk tool that integrates with Slack. With the broader context of this move being Atlassian and Slack’s strategic alliance,...
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The rapid changes associated with a pandemic such as COVID-19 can lead to a massive increase in service desk calls. Employees need answers quickly while support staff are...
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ManageEngine has released version 10.5 of ServiceDesk Plus MSP, with a new UI and new features including MSP Business Dashboard, Time Sheet, and field service management.
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