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The Help Desk Ticket Life Cycle

The help desk life cycle, AKA Incident Management, is the process that you define during your ITIL® Incident Management Process. The Help Desk Ticket Life Cycle is important because by defining it you can: service your customers, plan your resources, define your...

Help Desk ITSM Basics

SMB’s are struggling with the application of standards within IT. Still considered a black art by business executives, IT Standards are often touted, seldom adhered too, and never perfect. Let’s work through ITIL® to establish the optimum / minimum required for any...

IT Service Desk Strategies and Tactics

Strategy and Tactics defined A well thought out Service Strategy will help you transform organizational IT into a strategic asset. It will help you define how IT services relate to processes, business models and other organizational strategies and objectives. What is...