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10 step Help Desk improvement project plan

December 13, 2020 Wayne 0

Implementing a Help Desk improvement project will most likely lead to significant improvement. You will see increases in efficiency, productivity, and customer satisfaction. This quick start guide will help you determine which core areas of your Help Desk require improvement. We will create and prioritize a list of Help Desk improvement projects. We will then work through the process to implement the most urgent improvement project. Note: For additional information regarding the following steps, please […]

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Help Desk Maturity Assessment Guide

September 15, 2019 Wayne 0

For an organization initially setting up their Help Desk, there is a lot of industry-standard process information available to build a strong foundation. If you have an established Help Desk, you can have your current processes and practices assessed against these industry standards using a Help Desk maturity assessment. This will assist the Help Desk manager to understand how they are doing and what needs attention for improvement. In the IT Service Management community, we […]

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Help Desk Glossary of Terms

May 18, 2019 Wayne 0

Understanding IT industry jargon used by customer support professionals can be challenging. Look up help desk terminology and abbreviations in our extensive help desk glossary of terms. Most of the common terms used by the help desk are also used by general call centers. Whether you are a Help Desk manager, agent or customers, this glossary will help you. 24 x 7 This is short for 24 hours a day and 7 days a week. […]

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IT Change Management Process Best Practices

December 27, 2018 Wayne 1

In IT Service Management there is a process called IT Change Management. The IT Change Management process is based on the ITIL framework. The IT Change Management process standardizes changes to the IT infrastructure by managing the change lifecycle. Standardizing the change management workflow process is important to be efficient, accurate and to minimize the negative impact on customers, IT services and operations. Having a rigorous change control process is an important factor to be […]

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Problem Management Best Practices

November 4, 2018 Wayne 0

One of the more overlooked ITIL processes is Problem Management. Many companies implementing ITIL, will focus on Incident and Change Management first. What companies realize after implementing Incident and Change Management is, they need a Problem Management program to improve the overall availability of IT services. A mature program managing problems will lead to preventing reoccurring incidents or at least reducing the impact. Focusing on problems in your environment will increase the uptime of your […]

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IT Service Request Fulfillment

October 19, 2018 Wayne 0

What is a Service Request? A Service Request is a process for your Help Desk customers to request system access, information or a standard low-risk change to be fulfilled. Let’s break that down a little more. First, customers requesting access to an application, file system or website is a service request. For example, if a customer needs access to a specific financial directory, they will contact the Help Desk to have this request fulfilled. Secondly, customers will call the […]

Help Desk Phone System

Help Desk Telephone System

August 27, 2018 Wayne 0

Customers have many different channels to request support from your company’s Help Desk. These contact channel methods include chat, telephone, email, social media, in person, and many other channels. Therefore a Help Desk telephone system is still the mainstay of all Help Desk support channels and will be for the foreseeable future. Help Desk Telephone System Benefits Person to person communication – Nothing will improve customer satisfaction like a positive interaction with your customer support […]

Help Desk Management

Help Desk Management

August 18, 2018 Wayne 0

Getting Help Desk Management right is a rewarding journey. At we are promoting solid Help Desk management best practices on how to set up a help desk. These best practices are based on industry-standard IT service management processes which are critical for an efficient, well-performing and customer-focused Help Desk. Because of that, your challenge as a Help Desk Manager is to identify those industry standards such as ITIL and learn how to introduce them […]

Help Desk Classification

Help Desk Classification Drive Incident Priority

August 5, 2018 Wayne 0

Help Desk classification is a primary method for Help Desk Agents to set correct incident priority levels. High priority incident tickets can be quickly identified by updating ticket categories by business services. When the Help Desk Agent applies a ticket classification to an incident ticket which is associated with a mission-critical service, the ticket priority can be raised to a higher incident priority. Raising the incident priority can be accomplished manually by noting ticket categories […]

Ticket Classification Benefits

Ticket Classification Benefits Help Desk management

March 24, 2018 Wayne 0

Ticket classification benefits Help Desk by improving efficiency and will also lead to achieving higher customer satisfaction results. A Help Desk needs a ticket classification scheme to properly handle the customer’s issues when they contact the Help Desk for support. Applying proper ticket classification immediately when a Help Desk ticket is created, enables the Help Desk Agent to leverage more advanced resolution enabling tools. Below are some of the major resolution tools that can be […]