White Papers

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

Category: IT Management, Enterprise Applications

Overview 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

By downloading you agree to our Terms and Conditions. These include information regarding use of your personal data.

Publisher: Citrix Online
File Format: PDF
Date Published: Jan 13, 2009
Format: White Papers
Topics: Help Desk, Call Center - Contact, IT Reliability, Customer Support Services

Similiar White Papers

Remote Support has never been so easy! Try WebEx free today!

With WebEx Remote Support, it's easy to stay in control--working right from your desk to minimize technology-driven down

Publisher: WebEx Communications | Tags: downtime, it support, pc, productivity, real-time, security patches, updates

Case Study Webcast: How a top California School District Chose its Help Desk

Franklin-McKinley School District used to manage IT incidents on paper, then via spreadsheet. They tried a monolithic he

Publisher: SchoolDude.com | Tags: customer service, it technicians, spreadsheet

From Call Routing to Real Time Customer Success

With a single set of queues, one set of routing rules, a universal analyst interface, & integrated analytics, web-based

Publisher: WebEx Communications | Tags: email, time

Citrix Online White Papers

Featured white papers

The Value of Location Intelligence in the Communications Industry

Pitney Bowes

Public Services are under pressure, the challenge is to do more with less. How do you improve citizen satisfaction, increase cost efficiencies and improve service delivery? The power of location intelligence is helping many local authorities...

Download now »
Best Practices for Translating Customer Satisfaction into Revenue

Citrix Online

Today's support organisations are focused on two top-level metrics: financial results and customer satisfaction. For most, it's easy to track financial performance, but customer satisfaction is akin to speaking a foreign language...

Download now »
HP print solutions and 3M

Hewlett-Packard (HP)

The objective for 3M was to optimize office printing infrastructure at 3M locations worldwide, reduce total cost and environmental footprint. Some of the business benefits acheived by switching to HP print solutions...

Download now »