From Reactive to Proactive:
How to Get More From Your Service Desk
Practice, Training and ITSM Consultant, Virteva
Studies show that 50% of the perception of an IT department comes from interactions with the service desk. This perception will either make you stand out as best in class or be a reason your customers leave you.
The most effective IT service desks make a modern, proactive approach to service delivery, rather than the reactive approach of the past. This webinar will showcase how you can bring a proactive issue resolution model to your IT service desk, including how to:
- Mature your process
- Addressing single points of failure in incident management
- Overcoming "the way you've always done it"
- Incorporating self-service capabilities
- Define Success
- Measuring service desk effectiveness
- Common industry benchmarks
- Become Proactive
- Using data to resolve the source of common issues
- Building a library of knowledge base articles
Fill out the form to the right to watch the on demand webinar and learn how to get more from your service desk!