Many variables affect staffing ratios, and no single industry-standard benchmark for an IT service desk staffing ratio is appropriate for all organizations, desk manuals can… Read More »IT Service Desk: How do you get your employees involved in own evaluation?
If you install a wireless router and any incidents (email threats, security incidents, network outages caused by misconfigured devices) happen and it is concluded that… Read More »IT Service Desk: What types of people have trouble getting along with you?
Finally, the service desk should check that the incident is fully resolved, the service has been recovered to a fully functional level and that the… Read More »IT Service Desk: Are your grades a good measure of your ability?
IT Service Desk: Is there a system in place for clients to give feedback about your organizations performance?
Customer service representatives are the first point of contact for your customers, acting as the face of your organization and driving loyalty, retention and acquisition,… Read More »IT Service Desk: Is there a system in place for clients to give feedback about your organizations performance?
The first goal of the incident management process is to restore a normal service operation as quickly as possible and to minimize the impact on… Read More »Service Desk: Does the product permit the linkage between incidents and events?