Content Guide
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Fast Track Project
Forms
Low cost packages filled with concepts, steps, forms and document
templates for projects and planning.
Quick Tools
Free and simple planning forms. All in PDF format.
- Top 10 Articles for Project Success Learn how to increase your odds for a successful project.
- Top 10 Articles for IT Alignment Learn how to improve relationships and align IT services with business needs.
- Top 10 Articles for Productivity Learn how to work smarter, make the most of limited resources and be more productive in your own work environment.
Download Free White Paper: IT management is part project management, part technology operations and part general management. To achieve success, each element must be addressed. We show you how. To get started, download your own copy of our white paper - The Manage by Process Framework.
Topics
Help Desk Management and Technical Support
Technical support services are provided to assist and promote the use of technology within a business environment. The Help Desk is the traditional mechanism for these technical support services, usually accompanied by on-site assistance, training and self-help programs. Technical support can include many levels, including custom software assistance, off the shelf software assistance, hardware diagnostics, and related technical and training services.
Help desks exist for one primary reason... to ensure a maximum return on the organizational investment in technology systems and services. In order to achieve this result, help desk services have to be effective, relevant and accessible. As such, every internal help desk has an affirmative obligation to quality, and to market its services to the end-user community. This article shows you how to create and implement an effective marketing program to promote help desk services.
Additional Articles:
- Customer Service Principles for IT Support
- Making the Case for End-user Training
- Balancing Acts: IT Best Practices vs. End User Demands
- Creating Opportunities for Added Value
- Service Metrics: Find the Hidden Meaning
- Building IT and End-user Partnerships
- Customer Service Plan Template
- Change Control Worksheet
- Moves, Adds and Changes Planning Worksheet
- SLA Requirements Worksheet (Service Level Agreement)
If your end-users are dissatisfied with the quality or delivery of technology
support and strategic planning services, you need to know it.
And you need to know why end-users are unhappy, and how to respond to problem areas before they become larger than life.
The IT Services Survey Kit, from ITtoolkit.com, provides you with the forms and process to survey end-users, measure perceptions, and analyze data to quantify feedback and improve IT service quality.
The
Project Selection Roadmap
The Project Selection Roadmap provides a "fast track" process for
project selection based on (16) pre-defined screening
criteria and (10) pre-defined viability thresholds,
with a related scoring and weighting system to account for
the cost of maintaining the status quo. In this one
practical, cost effective tool, you get the forms, steps and
information you need to review project proposals and make
informed decisions - whether you choose to approve a project,
reject a project or some action in between.