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Guest user Created:   Dec 18, 2018 Last commented:   Dec 18, 2018

I received following question:

Do you know if there are specific measurements on Virtual Service Desk?
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ISO 20000 DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

ISO 20000 DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

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Branimir Valentic Dec 18, 2018

Answer:
Specific of Virtual Service Desk is that personnel is geographically dispersed and that they can be organized in various ways. That also provides options for measuring e.g. telecommunication costs, dropped calls, number of resolved incidents (or other calls) per group (if they are located e.g. on same location), availability of agents (e.g. if they work from home or office that is not supervised), etc.
Of course, all usual measurements related to the Service Desk apply also. This articles can give you idea:
ITIL Service Desk types https://advisera.com/20000academy/blog/2014/05/06/itil-service-desk-types/
Service Desk: Single point of contact https://advisera.com/20000academy/knowledgebase/service-desk-single-point-contact/

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Dec 18, 2018

Dec 18, 2018