A best practice is for a company to only have one internal service desk to provide a single point of contact for customers.
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Q3: A poorly run service desk can make
Q4: Even a highly effective service desk cannot
Q5: In a multi-level support model, service desks
Q6: Technology such as knowledge management systems, network
Q7: Service desks typically hand off more incidents
Q9: IT departments must now function as internal
Q10: Taking ownership of an incident means tracking
Q11: Since formal training for users and service
Q12: Instead of rejecting out-of-scope requests, underfunded IT
Q13: External service desks may perform pre- and
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