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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