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IT Problem Management by Gary Walker

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11.2. Service Delivery Tools

Service delivery tools are intended to help the service center deliver support to customers. The tools help you to keep track of customers' requests and allow you to measure your service delivery performance. There are tools available to help you increase the speed, accuracy, and consistency at which you provide solutions to your customers.

There are many important delivery tools to consider. The PMS, or help desk system, is the core service center system that documents and tracks all customer contacts, tickets, solutions, and so on. There are many ways to extend the functionality of this core system. By implementing one or more knowledge base s with your core management system, you can leverage the collective knowledge ...

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