What are your ITSM best practices for helpdesk support?

Relationship ManagementEnterprise & IT Service Management (ITSM)
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IT Managera year ago

We use as much as possible the ITIL v4. This provides good practices around this area.

He are some of the highlights

- Focus on business value. Always keep in mind that team is here to facilitate business outcomes.
- Accessibility, providing multiple easy ways to reach the team (physical and online).
- Strong engagement with users through quick and clear communications
- Building SLAs to meet user expectations by tracking incidents and requests. Continuous improvement

Associate Director, Enterprise Architecture in Educationa year ago

In my opinion, the best ITSM practices for helpdesk support begin with maximizing the use and functionality of the organizational ITSM tool for establishing service catalogs, incident management, change management, and asset management. ITSM tools like ServiceNow also have reporting and analytics capabilities to help organizations generate reports for measuring and tracking performance and guiding IT leaders with data-driven decision-making.

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