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Under the
weight of increasing call volumes, call escalations and shrinking
budgets, service and support organizations are charged with the task
of reducing call times, improving customer satisfaction and lowering
cost per response. To succeed you must implement and configure the
right software, have your staff properly trained, and educate your
user community on their support options. Navigating your way
through the variety of software choices and best practices can often
leave you perplexed, often resulting in either poor implementation
or no implementation of much needed tools.
Align your IT
service delivery and business objectives more effectively with
CreekPointe’s Service Desk Solutions Workshop. Understand how
to implement cost-effective IT management solutions that incorporate
IT best practices with anywhere access to provide personalized
customer service and increased service desk productivity. This
exciting new two day course will guide you through selecting, using
and administering several core areas of running a successful service
desk. During this course you will gain valuable knowledge in the
following areas:
Helpdesk
Foundations
- The help desk foundation is the basic building block of the help
desk. It is here that you begin the process of assessing your
support organization. Without a solid foundation, the rest of the
help desk building blocks will not have solid footing. Specific
points of discussion will include help desk mission/vision and help
desk structure, as well as products and services provided.
Incident and Problem Management – Gain an understanding into the basic concepts of these two
ITIL practices and how they are implemented using HEAT. See how
problems relate to incidents, and learn how to use a combination of
tools within HEAT to become more proactive at managing your support
calls while at the same time using industry standards to achieve
that goal.
Knowledge Management -
Get the information you need— when you need it. Information
that is difficult to find is often underutilized. To remain
competitive, organizations need to focus on fully leveraging their
existing information assets and subject matter experts in order to
increase productivity, improve customer service and ensure
compliance. Learn how to implement knowledge management to reduce
training time for new support technicians, shorten call times,
decrease escalation rates, alleviate the backlog of service
requests, provide immediate results and quicker call resolution, and
improve response consistency.
Asset Management –
Support centers face an increasing pressure to control costs by managing
assets, software licenses, lease agreements and warranty
information. Learn how to implement asset management tools to help
you reduce the complexities often involved with keeping an accurate
account of your equipment. Access the information you need to
answer questions such as “How many assets do we have?”, “Are we
legal on software licenses”, “How many computers will we have to
replace or upgrade?”
Change Management –
Changes within the IT infrastructure may arise reactively in response to
problems or externally imposed requirements. Change Management
enables you to minimize the impact of change by managing, tracking
and optimizing changes, and ensuring that your business goals and IT
services are in constant alignment. Review examples of how to
improve your service desk by understanding the impact to customers
before and after change management is implemented.
Customer Self Service -
Few things can slow
down a support center like the daily flood of routine technical
issues. Frequently asked questions and providing easy answers to
rudimentary questions lead to lost hours of productivity and
significant losses for your organization. By implementing customer
self service solutions you can reduce call volume, minimize pressure
on technicians, increase staff productivity, and minimize routine
stoppages. Customer service involves more than just installing
software and hoping your customers will use it. Learn how to market
your self service tools and increase customer satisfaction.
Tying it all together –
Once you understand how all of these key areas integrate with
one another, you’ll compare and contrast a poorly designed service
desk against a well designed service desk. You will gain a true
appreciation for how much better your own service desk can run if
you take the knowledge you’ve acquired from this session and
incorporate it into your processes and procedures.
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