IT departments must now function as internal service providers and must supply competitively priced services that help the company's employees use technology to improve productivity and increase corporate profitability.
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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
Q8: A best practice is for a company
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
Q14: The services that an external service desk
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