服务台评估.pdfVIP

M A G I C W H I T E PA P E R Service Desk Evaluation Guide for the Mid-sized Business How to Choose the Right Service Desk Solution and Improve Your ROI W H I T E P A P E R Table of Contents I. Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2 II. Evolution of the Help Desk . . . . . . . . . . . . . . . . . . . . . . . .2 III. Understanding Your Needs . . . . . . . . . . . . . . . . . . . . . . . . .2 Reducing Costs Through Standardization . . . . . . . . . . . . .2 Operational Leverage . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3 Identifying Stakeholders . . . . . . . . . . . . . . . . . . . . . . . . . . .3 IT Needs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4 Service Organization Needs . . . . . . . . . . . . . . . . . . . . . . . . .4 Business Needs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4 IV. Developing a Requirements Check List . . . . . . . . . . . . . . .5 Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5 Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6 Service . . . .