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Transforming from Help Desk to Service Desk – Volume II: Beware the Seven Deadly Sins

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Transforming from Help Desk to Service Desk – Volume II: Beware the Seven Deadly Sins
As you transform to a proactive service desk, beware of the seven deadly sins that historically plagued help desks, making it difficult to break free from firefighting:

  • Growing call volumes
  • Increased training costs
  • Increased call escalations
  • Duplicate effort
  • Inconsistent responses
  • Long resolution times
  • Lost expertise

To provide a more proactive mode of service delivery and support, you must avoid committing these sins with your service desk. Volume II of this five-part series explores these seven deadly sins and reveals how they can be avoided or neutralized with an integrated centralized knowledgebase.

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