Learn about the service desk's own language through a review of definitions, terms, and language specific to the service desk.
- Now that we have discussed frameworks,…let's look at service desk models.…Establishing a single point of contact…with skilled technicians handling and categorizing issues…are all benefits of a tiered model.…Another approach to supporting customers…that promotes and fosters collaboration…is called swarming.…Swarming is a collaborative approach…that calls for a true culture shift…from a more traditional, tiered approach.…With swarming, collaboration is fostered…because there are no tiers.…
The process starts when an issue is not resolved…at the first point of contact.…An issue can be sent directly to the individual…who has the most expertise to resolve it,…regardless of level.…The individual who is working on the issue…is the one who would own it through to resolution.…This is a relatively new approach for supporting customers,…and many consider it the next evolution of support.…Many software vendors who don't have the challenges…of enterprise service desks…have implemented swarming effectively.…
Many companies are looking at incorporating swarming-like…
- What is a service desk?
- Understanding the different service desk models
- Staffing the service desk
- Training staff
- Mentoring and coaching
- Defining processes
- Reviewing technology, including telephony and management systems
- Measuring quality
- Building relationships
Skill Level Intermediate
1. What Is a Service Desk?
2. Service Desk: The People
3. Service Desk: The Processes
4. Service Desk: The Technology
5. Service Desk Quality
6. Building Relationships
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