Tagged - self-service

Choose a Right-Sized Contact Center Solution

The contact center marketspace hosts an array of architectures, making it difficult for IT to choose a right-sized solution that meets business requirements. From...
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Incident Management Workflow

Use this template to document the incident management process workflow and identify where opportunities for shift left exist in the process.

Optimize the Service Desk With a Shift-Left Strategy – Phase 3: Implement & Communicate

This is phase 3 of the Optimize the Service Desk With a Shift-Left Strategy blueprint.

Self-Service Resolution Workflow

Use this template to document the process through which users will interact with the self-service portal to resolve their issue.

Self-Service Portal Checklist

Use this checklist as a self-evaluation of features and criteria to optimize the self-service portal to enable a shift left strategy.

Knowledge Management Workflows

Use this template to document service desk process workflows for knowledge creation, usage, and review.

Shift-Left Action Plan

Use this tool to track and prioritize opportunities and tasks to be completed as part of the shift-left initiative.

Optimize the Service Desk With a Shift-Left Strategy – Phase 2: Design Shift Left Model

This is phase 2 of the Optimize the Service Desk With a Shift-Left Strategy blueprint.

Shift-Left Stakeholder Buy-In Presentation

Use this template to build the business case and get everyone on board with the shift-left optimization initiative.

Shift-Left Strategy

Use this template to document the strategy to shift service support left.
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