The modern help desk is plagued with countless woes, ranging from everyday difficulties like SLA non-compliance, to complex issues that arise from deep-rooted process inefficiencies.
Weeding through the piles of data to hone in on the root causes of these issues can be troublesome. However, with analytics-driven service management, uncovering, understanding, and eradicating help desk hurdles becomes child's play.
This e-book covers the following major challenges that arise within IT service management, and strategizes effective practices to overcome them:
Inefficiencies in service processes that result in ticket backlogs, reassignments, and ineffective change implementations.
Problems in technician management that trigger turnover.
Troublesome resources that are detrimental to growth.
Limited visibility due to siloed operations.