|
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...
|
|
|
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...
|
|
|
Use this template to document the incident management process workflow and identify where opportunities for shift left exist in the process.
|
|
|
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...
|
|
|
This is phase 3 of the Optimize the Service Desk With a Shift-Left Strategy blueprint.
|
|
|
Use this template to document the process through which users will interact with the self-service portal to resolve their issue.
|
|
|
Use this checklist as a self-evaluation of features and criteria to optimize the self-service portal to enable a shift left strategy.
|
|
|
Use this template to document service desk process workflows for knowledge creation, usage, and review.
|
|
|
Use this tool to track and prioritize opportunities and tasks to be completed as part of the shift-left initiative.
|
|
|
This is phase 2 of the Optimize the Service Desk With a Shift-Left Strategy blueprint.
|
|
