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service desk single-point-of-contact itil spoc

Service Desk

Answers to ITIL® Service Desk questions


Where to download a free glossary of ITIL 4
Where to download a free ITIL v3 glossary of terms and abbreviations
Where to download a free introduction to ITIL v3
How to make sure VIPs do not wait when calling the Service Desk
Why every process flow-chart should have a swim-lane for the Service Desk
Is the Service Desk a service
How to improve the quality of Service Desk functional escalations
How to get the service desk to provide the right answers – The Structure
How to close incidents and request for service when users are not getting back to us
Should the Service Desk be included in the Service Catalogue
What is another term for User
Users are not getting back to us. How to avoid breaching our SLAs
Users are calling our IT staff directly. How to get them to call the Service Desk instead
How to reduce the number of incidents caused by user training
Is the Service Desk a service and should it be included in the Service Catalogue (itSMF Service Matters - Issue 17 Nov. 2014).pdf
What is a simple way to implement SLAs for a follow the sun service desk

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