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Subject:Looking for Help Desk Best Practices From:"Bernie McCann" <bmcann -at- Kirklands -dot- com> To:"TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com> Date:Thu, 26 Aug 2004 09:23:02 -0500
Does anyone know where I can find a document (preferably a Word doc) that describes Help Desk Best Practices? I tried the Help Desk Institute website but the membership fees are steep. I'd like something that describes Incident and Problem Management, categorizes incident severity and includes suggested response times.
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