From the Best in the Industry: a Free Service Desk Assessment
MARCH 29, 2018
should include trending analyses of key performance indicators, and results measurements based on ITIL standards. Many other factors should be reviewed: Does the service center maintain and regularly update its knowledge base as new issues arise or when new software / hardware is implemented. Many hospitals have problematic service desk operations, whether internal or outsourced, but fixing them never gets to the top of the project list.