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How does the service catalog help the help desk?
The IT services catalog is an important tool to help reduce the number of unnecessary help desk tickets. This document helps to document and manage all the services that the IT area is committed to deliver. The importance of the service catalog is given by charting the role that the help desk will play in […]
It’s service desk only for IT?
It has been a while since the service desk assignments stopped being just answering open tickets. With the advancement of technology and the transformations in the way the customers and brands relate, the service team has even more important responsibilities. Of course, the team has developed strategies and procedures for delivering an efficient and effective […]
Why should you choose a Help Desk?
Despite the excellent options currently available in help desk software, there are still companies that use spreadsheets to control tickets and services. Unbelievable right?! Oops!! Is your company one of those that use spreadsheets? So, you´re in the right place because we´re going to present a comparative to answer a very important question:why should you […]
What are the key performance indicators that every call center manager need to know?
Managing a call center requires skill and a good knowledge of the area metrics. But after all, which even are the key performance indicators (KPIs) that any manager must know, even? In a quick list, we can say that these are six basic indicators (at the least). And we’re not talking about complex metrics, but […]
What is the importance of having a knowledge base in IT
Knowledge base is where you store all relevant information about your work done in your company, so you can access it later. But how to create an effective knowledge base in your company? First, to build your knowledge base you need to keep in mind your goal, because the term is too wide and […]
What is a ITIL service catalog?
The service catalog is a document that is the description of services previously discussed, agreed and offered to their users and customers. The model defines an ITIL Service Catalog – as a “written statement of all available IT services, supply levels and patterns of their options,” in which a service is defined as “one or […]
What is ITIL?
The Information Technology Infrastructure Library (ITIL) is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITILv3 and ITIL 2011 edition), ITIL is published in a series of five core publications, each of which covers an ITSM lifecycle stage. ITILv3 underpins ISO/IEC 20000 (previously […]