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Non-IT stakeholders interested in participating in an extension of the service desk will turn to IT for guidance.
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Better data leads to better decisions. Use the Ticket and Call Quality Assessment Tool to check in on ticket and call quality quarterly and improve the quality of service...
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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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Shift left involves shifting ticket resolution from more costly resources to the first line of support and to end users, freeing up resources, reducing costs, and...
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Read our concise Executive Brief to understand why a shift-left strategy can help to optimize your service desk, review Info-Tech's methodology, and understand the four...
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This storyboard will help you build a strategy to shift service support left to optimize your service desk operations and increase end-user satisfaction.
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This is phase 1 of the Optimize the Service Desk With a Shift-Left Strategy blueprint.
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Use this lightweight tool to assess your current service desk maturity to decide whether to proceed with the shift-left project.
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Use this template to document the strategy to shift service support left.
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