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Service Desk: How long have self-service solutions been in place?

In any industry that offers a service (or sells a product with an embedded service element), there are moments when the long-term relationship between a business and its customers can change significantly—for better or for worse, specifically, your organization that adopts a multi-channel approach to customer service affords themselves many advantages. As an example, service…

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IT Service Desk: Has the incident occurred during business hours or off hours?

Incident managers will often restart services to resolve an incident without a complete awareness that other users and business activities are attempting to use the service, without the service desk, users will contact support staff without the limitations of structure or prioritization, similarly, if the IT service provider has incident management process in place, printer…

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IT Service Desk: What hours will the service desk be open for business?

Want to provide the ability for additional users to have limited permissions and different levels of visibility, by the same token, office requirements depend on the number of employees and type of business activity of your organization. Availability Service You focus on the service characteristics of customization and relationship intensity, service, area of expertise, experience…

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IT Service Desk: Do you monitor service desk performance metrics?

You can avoid the added costs associated with purchasing, integrating, and setting up a separate service desk tool, while gaining efficiencies with an integrated solution, even if you have some customers that require a little more attention, it is still worth investing in your customer service organization to improve overall customer experience. In particular, half…