12.10.2023 | 8 minute read
What do you think about the value, and appropriateness, of IT service desk service level agreements (SLAs)? Are you ...
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12.10.2023
What do you think about the value, and appropriateness, of IT service desk service level agreements (SLAs)? Are you ...
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28.09.2023
“XLAs” or experience level agreements help organizations drive up operational efficiency and improve the resulting ...
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13.07.2023
Employee, or end-user, experience management is a hot topic in IT, particularly when a productivity-based view of ...
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25.01.2023
When you - as the IT support provider - see green, but your customers see red, it's time to consider a change to your ...
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16.01.2023
There has been a long-held view that the IT service desk is a “cost of quality,” i.e. it’s an additional and ...
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22.11.2022
What’s the difference between an incident and a ticket? On the surface, this feels like an odd question and not one you ...
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17.10.2022
Modern IT service delivery and support capabilities – offered by solutions such as ServiceNow – have widened the ...
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03.10.2022
Once an IT organization understands the value of end-user experience and the insight provided by experience data, it ...
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29.09.2020
IT is most beneficial when users can take advantage of the opportunities offered by IT services — as efficiently and ...
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21.01.2020
As an IT service desk manager, you’re probably often caught between a rock and a hard place.
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