With the 10 ITIL processes managing the IT Service Delivery, there has to be a physical point of contact with the customers. A place in the organisation, a phone number or e-mail address where customers can lodge their complaints, ask questions and lodge requests for change. This point of contact (or ‘shop-window’) is the Service…
Helpdesk Ticket System A Helpdesk Ticket System allows assigning problem reports, called “tickets,” with which to track a user or customer issue, such as product defects or product returns. A Helpdesk Ticket System greatly speeds resolution of end-user and customer issues by automating the process, thus ensuring that the steps needed to solve a…
helpdesksurvival.com – Keep at it. Let’s face it—setting up and running a help desk for your customers is no easy task. How do we satisfy everyone’s needs and quit having to answer the same questions over and over again? Sometimes it seems easier to keep going along as we have been than to design and implement…