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Category: Service desk

Building BRM into the Service Desk

May 16, 2018 Ryan Ogilvie

Like many people, when I started out in IT support I started out on a service desk. While I was…

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Posted in: Service desk Filed under: BRM, ITSM, Service Desk

VIP Queues for Service Requests – What’s the Value?

October 13, 2014 Ryan Ogilvie

While those of us here in Canada are still feeling drowsy from the effects of the tryptophan from turkey I…

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Posted in: Service desk Filed under: ITSM, request fulfilment, service delivery, Service Desk, Service Management

First Call Resolution Basics

October 9, 2014 Ryan Ogilvie

  After the last post, Request Fulfilment and the Stop Button, I received some feedback and more importantly questions around…

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Posted in: Service desk Filed under: FCR, First call resolution, FLR, ITIL, ITSM, Service Management

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