Case Study: Improving the Service Desk using incident data
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.
Recorded
Aug 11 2010
48 mins
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Presented by
Jerry Kopan, ITSM Project Manager and ITIL Trainer, Mountainview
Jerry Kopan, ITSM Project Manager and ITIL Trainer, Mountainview
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- Title: Case Study: Improving the Service Desk using incident data
- Live at: Aug 11 2010 6:00 pm
- Presented by: Jerry Kopan, ITSM Project Manager and ITIL Trainer, Mountainview
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