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Stakeholder support can make or break a service desk initiative. The Executive Presentation template provides an example of how to organize the process improvements...
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The Knowledge Manager's role is to collect, synthesize, organize, and manage corporate information and in support of business units across the enterprise.
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Go beyond the blind adoption of best-practice frameworks. No simple formula exists for improving service desk maturity. Use diagnostic tools to assess the current state...
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The service desk will function more efficiently when agents know their roles and responsibilities and they are communicated with stakeholders.
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The Ticket Categorization Scheme provides examples of ticket categories to organize the data in the service desk tool and produce reports that help managers manage the...
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