Incidents or problems that cannot be solved by the service desk are escalated further as stipulated by the incident management process, itsm positions it services… Read More »Service Desk: Is tech part of the problem or the solution?
When it comes to choosing the right authenticator to balance your security, total cost of ownership and end-user security needs, you need options and flexibility.… Read More »RSA SecurID Technology: How do you use Multi-Factor Authentication?
Honing in on the IT service desk, knowledge can be used to speed up incident resolution times, reduce pressure on staff, and allow customers to… Read More »Service Desk: What are the call trends coming into the help desk?
Step away from your desk for just a moment and you might never know a guest has arrived, in fact, the term service desk originally… Read More »IT Service Desk: Is your service desk overwhelmed by having to provide service status updates?
Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results, employee engagement is… Read More »IT Service Desk: Do you carry out employee morale surveys that are specific to the service desk?