Tagged - service desk

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.

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.

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.

Shift-Left Prerequisites Assessment

Use this lightweight tool to assess your current service desk maturity to decide whether to proceed with the shift-left project.

Incident Management Workflow

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

Shift-Left Strategy

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

Optimize the Service Desk With a Shift-Left Strategy – Phase 1: Prepare to Shift Left

This is phase 1 of the Optimize the Service Desk With a Shift-Left Strategy blueprint.

Optimize the Service Desk With a Shift-Left Strategy – Phases 1-3

This storyboard will help you build a strategy to shift service support left to optimize your service desk operations and increase end-user satisfaction.

Optimize the Service Desk With a Shift-Left Strategy

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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Optimize the Service Desk With a Shift-Left Strategy – Executive Brief

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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