Case Study: Improving the Service Desk using incident data
Presented by
Jerry Kopan, ITSM Project Manager and ITIL Trainer, Mountainview
About this talk
This presentation will provide an overview of how to improve the quality of service using data collected from any Service Management tool. I will examine how to go beyond ACD reports for improving the Service Desk.
IT service management forms the backbone of any forward looking IT infrastructure. Whether it’s the latest trends, techniques or strategies, the content in this channel will help you optimize your organization's IT operations.…