IMF Connect: IT Service Desk Best Practices

Service Desk Worker

An IMF member wants to understand best practices companies perform in the service desk area. What are the right metrics to track? Do well-run service desks also include alert monitoring and resolution (Tier 2 work)? Or do service desks only focus on Tier 1 work (answering calls, addressing basic issues? For more complex issues, is the work sent to Local IT or application teams? Does the service desk include a Critical Operations Team, or is […]

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IMF Connect: Contract Resource Management and Tracking

IMF Connect

An IMF member is interested in improving controls on managing resources assigned to contractors, specifically: How best to manage company provided capabilities such as network access, email or PCs How to manage and enforce policies Ensuring that managers of contractors are following procedures and tracking properly Register online now. Final date and time are to be determined. Stay tuned to your email and the IMF website for more information. IMF¬†Connects are member-requested, small group discussion […]

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IMF Connect: Database Query and Modification Strategy

IMF Connect

Update: Please note the date for this Connect has changed. It is now Wednesday, May 27 at 2 p.m. Eastern time. The title has also been updated. An IMF member would like to speak with other members about how to address the need of their business users to perform potentially destructive analysis of their data and get suggestions on how to communicate the benefits of these alternative solutions and the fact that the “old” way […]

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