This white paper published by the Service Desk Institute (SDI) — a professional organization for anyone working in the IT service and support industry — is aimed at all IT and service desk professionals looking to increase efficiency, reduce costs, and improve the customer or end-user experience.
Read this white paper to:
- New approaches such as the Principle of Call Avoidance, Shift Left, Lean IT, and automation can help your support organization
- New access and communication channels and technologies such as self-service and chat will reduce costs and help to provide a better service.
- Effective knowledge management enables the majority of improvement opportunities.