This HDI Toolkit is a series of practical “how-to” instructive job aids designed with the IT service management practitioner in mind. Each area of focus can be studied and used by itself, or as part of the whole. The Toolkit will help clarify the Shift-Left strategy, and address the increasing complexity of support at Level 1. It will also show how remote support can help relieve some of the pressure on frontline analysts.
Here's what it will cover:
- The increasing workload
- Reducing future contact volume through end user training
- The increasing complexity of Leve 1 support
- The importance of tool integration