Service Desk Q & A
If you’ve got questions…
Learning how to run a service desk the right way isn’t something IT organizations pick up overnight. Adopting and fine-tuning efficient processes, hiring and training agents, and developing the necessary tools and infrastructure can take years to assemble into a fully functional service desk. Even when all of the pieces are in place, ongoing management and a focus on continual service improvements require as much diligence and teamwork as it does expertise. That means taking the guesswork out of IT Service Management and getting answers to crucial operational questions before taking that next step.
In this whitepaper, you’ll get answers to common service desk operational questions such as:
- What are the ideal agent utilization rates?
- What are the best Knowledge Management techniques?
- How are end users typically authenticated?