Forrester Research Report: Thirty-One Best Practices for the Service Desk

According to a study conducted by Forrester Research, only 53 percent of surveyed IT users reported being satisfied with their help desk support. This startling revelation might lead some to point at courtesy of staff as the issue. Not so. Instead, areas such as resolving users' requests in a timely manner and successfully resolving an issue on the first call were identified as key opportunities for improvement.

Do you want to know how your company can deliver exceptional support and, as a result, significantly impact your IT department and organization as a whole? Download the Forrester research report, "Thirty-One Best Practices for the Service Desk," to discover proven industry best practices, processes and technologies, including how to:

  • Quickly resolve technical problems and save time
  • Rapidly resolve complex, mission-critical incidents
  • Handle increasing call volume without increasing budgets
Provided by: Citrix Online Topic: CXO Date Added: Jun 2005 Format: PDF

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