An effective Service Desk keeps digital enablement running. The Service Desk identifies flaws in IT deployments and enables fixes. It also rolls out new offerings, such as accounts, equipment, services, and software. Digital enablement dies without an effective Service Desk supporting it. Unfortunately, management does not always understand this. They may reluctantly budget the Service Desk at current levels or view the Service Desk as creating non-revenue expenses that rank below more valuable revenue-producing activities. This approach is sho ...
A best practice is a method or technique that has been generally accepted as superior to alternatives because it tends to produce superior results. Best practices are used to achieve...
요구 사항 ; Any computer or tablet · Any User · Basic experience at a Help desk/Service desk or other IT junior positions · Basic knowledge in Technology
배울 내용 ; Develop procedures for Incident resolving ; Develop models for specific types of Incidents and Service Requests ; Define the Service Request fulfillment procedures ; Implement Problem Analysis tools
IT Service Management Best Practices Using IBM SmartCloud Control Desk - 저자가 Axel Buecker, Bo Batty, Jason Brown, Alex Chung, Samuel Hokama, Aurelien Jarry, Leonardo Matos, Daniel Wiegand, IBM Redbooks인...
One of the best tools SDI offers to map your service desk improvement journey is the Global Best Practice Standard For Service Desk. Download the Standard here.
배울 내용 ; Understand the basics of a Service Desk ; What ITIL says about Service Desk ; Understanding logistics of a working Service Desk ; Reporting and other considerations when setting up your service desk
1. Implementing a Tiered Support Structure · A tiered support structure is essential for efficiently handling service requests and issues. This structure allows initial screening and solving of simple problems at the lower tiers while more complex issues are escalated to higher levels of support. This ensures quick resolution of common problems and allows specialized personnel to focus on more critical issues. 2. Utilizing ITIL Frameworks · The IT Infrastructure Library (ITIL) framework provides a set of best practices for IT service manageme ...
Things to know about ITSM ; What does an IT service desk do? ; What is IT service desk vs IT help desk vs IT Service Management (ITSM)? ; What are the key capabilities of service desks? ; How can an IT service desk benefit your company?
Ever wondered what sets the best service desks apart from the rest? It’s not just about fixing issues - it’s about delivering a seamless experience that…