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Documents

KPI DASHBOARD SAMPLES.

Following are two examples of KPI dashboards using Power BI for reporting along with ManageEngine's ServiceDesk Plus.

2 20-349 Blank NORCON 11/2017 Add to My Library
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ITSM TOOL EVALUATION.

This workbook categorizes requirements for a replacement ITSM tool. Categories include security, storage & archiving, integration requirements, and service catalog.

63 50-250 Blank NORCON 11/2017 Add to My Library
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CALL FLOW Q&A.

These questions can help gather information used in determining a company's main phone needs, as well as paging, auto-attended lines, call-forwarding, and after hours messages.

2 20-315 Blank NORCON 10/2017 Add to My Library
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CALL FLOW DOCUMENTATION.

The following provides information on documenting a company's call flow.

6 20-316 Blank NORCON 10/2017 Add to My Library
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OPERATIONALIZING ITSM.

The role of the IT Service Management Office is presented with lessons learned regarding orchestration, ServiceNow, and ServiceNow Discovery.

12 50-244 Blank NORCON 08/2017 Add to My Library
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SERVICE REQUEST CATALOG.

This presentation includes topics of conversation regarding scope, service owners, request approvals, workflow, and user experience.

7 50-245 Blank NORCON 08/2017
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STORAGE ENGINEER.

Job description.

3 10-1068 Blank NORCON 07/2017 Add to My Library
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TRACKIT TEMPLATE.

An example of a TrackIt asset management worksheet.

1 20-246 Blank NORCON 07/2017 Add to My Library
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HELP DESK QUICK REFERENCE GUIDE.

This quick reference guide is prepared to highlight key processes and standards that the Help Desk follows to support the team.

3 20-244 Blank NORCON 07/2017 Add to My Library
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HELP DESK GUIDE.

The document begins with a review of Help Desk services, how to access them, and when they are available. The support process is then described. The section on Service Standards identifies the approach to prioritizing requests, the service standards IT strives to attain, and escalation procedures.

16 20-245 Blank NORCON 07/2017 Add to My Library
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