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Creating Categories – It’s More Art Than Science
-Q: What does it take to create a great set of categories? A: Donuts, coffee, and a white board. Or…
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Involving Others in the Category Creation Process
-White boarding with your help desk team can help sketch out a basic framework of categories and their hierarchical relationships.…
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Best Practices for Getting Started With Categories
-When planning your category structure, try to learn from the old system. If you are replacing an existing help desk…
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Utilizing Categories to Clarify Workflows
-Even after spending years within the realm of help desk solutions, it’s easy for a professional to admire the logical…
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Using Categories to Enhance Efficiency
-The need for order seems to be an innate part of the human spirit. After all, a foundational element of…
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Consider Your Existing Infrastructure in Your Needs Assessment
-When performing a needs assessment, it’s important to take advantage of your existing infrastructure by leveraging your existing network directory…
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Expanding the Value of Your Help Desk – Facilities
-The same types of workflow and automation used for the help desk can bring efficiencies to the facilities department and…
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Expanding Value Beyond the Help Desk – HR
-A great help desk solution should at its foundation be a workflow engine, capable of providing the same high-value business…
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Cloud Considerations for Your Help Desk Solution Search
-While cloud-based resources have reduced the up-front costs for new organizations to deploy resources, organizations that have already invested in…
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The Role of Reporting in Needs Assessment
-It’s important for a needs assessment team to consider reporting needs—for the IT support organization and beyond. While a good…
