This White Paper is a summary of Help Desk Best Practices from the following three authority sources: the Information Technology Infrastructure Library (ITIL), the Required Practices for Organizations (BS15000) and the Help Desk Institute (HDI) Best Practices Standards for Certification.
To improve, an organization must assess its current practices against those used in other organizations, or "best practices." Simply put, a best practice is the most effective way to get something done. These practices, processes, and procedures have emerged as proven models for the majority of organizations.
Help desk organizations must assess their competencies, find areas for potential improvement, and grow. A list of best practices that can be implemented and used in help desk software serves as the starting point for such an evaluation and improvement process. Use this list to reconsider what you are doing and why, and what you should be doing and when.
Some Help Desk Best Practices covered in the White Paper:
See https://www.givainc.com/wp/help-desk-best-practices-itil-help-desk-institute.htm to download the white paper.