What we have learned running a service desk, written for people who have to run one.
A knowledge base only works if it answers what people actually ask. These twelve cover most of the repeat volume on almost every Indian IT desk — and here is how to write them so they get read.
· 5 min read
The three records exist to answer three different questions. Here is the decision tree, and the two habits that turn an ITIL implementation into filing for its own sake.
· 5 min read
Almost every Indian IT and HR team is in scope, because almost every one holds employee personal data. What the Act actually asks, and the three places a helpdesk quietly makes things worse.
· 5 min read
Turning helpdesk@ into a real queue is the highest-value hour you will spend. It is also where two specific mistakes cause most of the damage — here is how to avoid both.
· 5 min read
Most SLAs are missed because of how they were written, not how the team performed. Here is how to set targets you can defend, and the three mistakes that cause almost every dispute.
· 5 min read
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