IMF Connect Report: Service Desk Best Practices

Service Desk Best Practices is based on an IMF Connect discussion. In this report, members share their experience using various service desk and self-support services and discuss how ITIL and analytics play into the service picture. Members also converse over best practices and discuss what gives a person VIP status regarding help tickets. To download this report, login to our website and view the Reports tab. Members have access to hundreds of reports that are generated from presentations given by […]

» Read more

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 […]

» Read more

Connect Call: Service Desk Access to User Passwords

User passwords are a hot topic with any organization, especially when it involves someone else having access to your password and information. One IMF member is searching for feedback on their Service Desk and Technical Support operations. Specifically, their issue revolves around attaining users’ passwords when troubleshooting their boxes. They would like answers and insight for the following questions: Are there instances where it doesn’t make sense to not have the user’s password? How do you handle […]

» Read more
1 2