Another measure of service level management success is the service level management review, service-level agreements have proven to be one of the most effective ways… Read More »Service Level Agreements: Have responsibilities for service level management activities been assigned?
While many of the same core principles of customer service apply, help desk and tech support often require a more specialized touch to master, the… Read More »Help Desk: Is additional information or agent training needed?
New communication channels, devices and applications make it difficult for organizations to deliver a strong and consistent customer experience, high abandon times may indicate under-allocation… Read More »Help Desk: Will the exchange call center have full access to the exchange website in order to complete eligibility and enrollment on behalf of consumers who are unable to complete processing on own?
The service desk acts as a single point of contact between the IT organization and the business for all incident reports, service requests, change notifications,… Read More »Help Desk: Is the phone system working as well as it should?
An architectural project is more than just drawings, materials and technical ability, go is an open source programming language that makes it easy to build… Read More »IT&T Operating Model Design: What pitfalls should be avoided when implementing ITIL?