![]() ![]() In a previous post, we covered Major Incident Management. The Service Desk would take the "I need help fixing XYZ" calls along with "will you add another network cable to my office?" and "we need to order a new PC for an employee who is starting next month" requests, and the Service Desk would be accountable for the user experience with those incidents and requests. ![]() "Service Desk" is the industry term for the one-stop-shop function for IT engagement - both reactive and proactive. That term implies a reactive function that a user would call if they have an issue. Most of us are aware of the term "Help Desk". What is a Service Desk? What is Normal Incident Management? How do I get my Service Desk ready to support Office 365?.Evolving IT for Cloud Productivity Services.What are the IT Pro and IT Organizational impacts of Office 365?.IT Agility to Realize Full Cloud Value - Evergreen Management.How do I prepare my organization to absorb (and benefit from) the new, evergreen features from Microsoft?.Leveraging the Office 365 Service Communications API.Monitoring: Audit and Bad-Guy-Detection.Monitoring and Major Incident Management.How do I monitor my Office 365 experience and which pieces of the puzzle will come from Microsoft?.As a reminder, there are four questions that I get most often about Office 365 and Service Management: I am very excited about this post because it will complete the baseline, core content for the series. The time has come for us to discuss the Service Desk and Normal Incident Management. ![]()
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