Help Desk – Best Practices
September 11, 2007

Focus: This Interchange focused on sharing of “best practices” in the management of the help desk function. Significant attention will be directed to service quality and its measurement.

There were no notes taken at this Interchange.

Some of the issues discussed:
• Software Distribution
• Tools
• Improve Service & Service Processes
• Metrics - Production & Efficiency
• SLAs - Within Your Company and for Customers
• Resources