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Are you tired of struggling to measure the effectiveness of your Service Desk and track SLA metrics? Look no further, because our Service Desk Effectiveness and SLA Metrics in ITSM Knowledge Base is here to revolutionize the way you manage your IT services.
With a dataset consisting of 1532 prioritized requirements, solutions, benefits, results, and real-life case studies, our knowledge base covers all the important questions you need to ask to get immediate and accurate results for both urgent and long-term scope.
No more guessing or manual tracking – our comprehensive database does the work for you.
What sets our Service Desk Effectiveness and SLA Metrics in ITSM Knowledge Base apart from the rest? It stands out amongst competitors and alternatives with its user-friendly interface and in-depth, reliable data.
Our knowledge base is designed specifically for professionals like you, taking into account the unique needs and challenges faced in the IT industry.
And don′t worry about breaking the bank – our product is DIY and affordable, providing an alternative solution to costly consulting services.
We provide a detailed specification overview and explain how to use our product effectively, making it easy for you to incorporate into your existing IT management processes.
But the benefits don′t end there.
Our extensive research on Service Desk Effectiveness and SLA Metrics in ITSM means that our knowledge base is constantly evolving and improving to meet the ever-changing demands of the IT world.
It′s not just a one-time purchase – it′s an investment in the success of your business.
Speaking of business success, our Service Desk Effectiveness and SLA Metrics in ITSM Knowledge Base has been proven to be a game-changer for businesses of all sizes.
From small startups to Fortune 500 companies, our product has helped countless organizations streamline their IT services and increase overall efficiency.
Some may wonder about the cost and potential drawbacks of our product.
Well, we′re proud to say that our Service Desk Effectiveness and SLA Metrics in ITSM Knowledge Base is not only cost-effective, but it also has no downsides.
It′s a simple yet powerful tool that delivers what it promises – accurate and reliable data to improve your ITSM.
So don′t hesitate any longer.
Upgrade your Service Desk and SLA tracking today with our Service Desk Effectiveness and SLA Metrics in ITSM Knowledge Base.
Say goodbye to manual tracking, complex spreadsheets, and guesswork, and hello to a more efficient and productive IT department.
Try it out now and see the results for yourself!
How does your organization determine the effectiveness of the service level management process? Does your service employ a method, technique, or tool to measure control effectiveness? How and when will you and your supervisor assess the effectiveness of your arrangement?
Service Desk Effectiveness
The organization determines the effectiveness of the service level management process by analyzing metrics such as response time, customer satisfaction, and ticket resolution.
1. Use surveys to gather customer feedback and measure their satisfaction with service desk support. (Benefits: Identifies areas for improvement and shows the impact of service desk on customer experience. )
2. Monitor resolution times for service desk tickets and compare against agreed-upon SLAs. (Benefits: Allows for performance tracking and identification of bottlenecks. )
3. Conduct regular incident trend analysis to identify recurring issues and address them through problem management. (Benefits: Reduces the number of incidents, leading to improved overall performance. )
4. Implement key performance indicators (KPIs) such as first call resolution rate, average response time, and customer retention rate. (Benefits: Provides measurable targets and benchmarks to evaluate service desk effectiveness. )
5. Utilize incident escalation process to ensure timely resolution of critical issues. (Benefits: Improves customer satisfaction by resolving urgent incidents quickly. )
6. Regularly review and update SLAs based on changing business needs and customer expectations. (Benefits: Ensures SLAs are relevant and achievable, leading to improved service delivery. )
7. Use automation tools to streamline and expedite service desk processes. (Benefits: Reduces manual effort and speeds up incident resolution time. )
8. Conduct training and development programs for service desk agents to enhance their technical and customer service skills. (Benefits: Improves the quality of service provided and enhances customer satisfaction. )
CONTROL QUESTION: How does the organization determine the effectiveness of the service level management process?
Big Hairy Audacious Goal (BHAG) for 10 years from now:
The big hairy audacious goal for Service Desk Effectiveness in 10 years from now is to achieve a 99% customer satisfaction rate and a 95% first call resolution rate.
To determine the effectiveness of the service level management process, the organization will use a combination of metrics and feedback from both customers and employees. These metrics will include:
1. Customer Satisfaction Rate: This will be measured through post-call surveys and feedback forms. The goal is to consistently maintain a satisfaction rate of 99%.
2. First Call Resolution Rate: This measures the percentage of customer issues that are resolved on the first call. The organization aims to achieve a rate of 95% or above.
3. Average Speed to Answer: This metric tracks the time it takes for a customer to speak with a live agent. The goal is to keep this time under one minute.
4. Average Handle Time: This measures the time a customer spends on the phone with an agent to get their issue resolved. The organization aims to reduce this time to 10 minutes or less.
5. Cost per Contact: This tracks the cost of each customer interaction, including both labor and technology costs. The goal is to reduce the cost per contact by 20% in 10 years.
In addition to these metrics, the organization will also regularly gather feedback from both customers and employees through surveys and focus groups. This feedback will help identify areas for improvement and ensure that the service desk is meeting the needs of both customers and employees.
Ultimately, the success of the service level management process will be measured by the satisfaction of both customers and employees, as well as the organization′s ability to provide efficient and effective support to its users. By consistently achieving high levels of customer satisfaction and first call resolution, the organization will demonstrate the effectiveness of its service desk and its commitment to providing top-notch support to its users.
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Case Study: Service Desk Effectiveness - Measuring the Success of Service Level Management
Client Situation
XYZ Corporation is a global leader in the technology industry, providing innovative solutions and services to various sectors such as healthcare, education, and finance. As a company operating on a global scale, XYZ Corporation heavily relies on its IT infrastructure for smooth and efficient business operations. However, due to a rapid increase in the number of customers and services offered, the IT department has been facing numerous challenges in ensuring effective service delivery and meeting customer expectations.
As a result, the service desk at XYZ Corporation has become overwhelmed with a high volume of incidents, service requests, and inquiries, causing a significant decrease in customer satisfaction levels. This has also led to a decrease in employee productivity, as they spend more time handling IT-related issues rather than focusing on their core responsibilities.
To address these issues, XYZ Corporation has decided to revamp its service level management process in order to improve service desk effectiveness and better meet its customers′ needs.
Consulting Methodology
In order to help XYZ Corporation improve its service level management process and measure its effectiveness, our consulting firm has adopted a systematic approach that involves a detailed analysis of their current processes, identification of key areas for improvement, and implementation of best practices.
Our methodology consists of the following steps:
1. Assessment of Current Processes: In the first phase, our team conducted a thorough assessment of the existing service level management process at XYZ Corporation. This involved reviewing their service catalog, service level agreements (SLAs), incident management process, and customer feedback.
2. Identification of Improvement Opportunities: Based on our assessment, we identified key areas for improvement such as streamlining the incident management process, defining more realistic SLAs, and implementing a customer feedback mechanism.
3. Best Practice Implementation: Our team then worked closely with the IT department at XYZ Corporation to implement best practices for service level management. This included defining clear roles and responsibilities for incident resolution, setting up a knowledge base for quick issue resolution, and implementing a proactive approach to incident management.
4. Introducing Service Desk Tools: To further enhance the service desk effectiveness, our team recommended the implementation of an IT Service Management (ITSM) tool. This tool would automate processes, improve communication, and provide real-time analytics for continuous improvement.
5. Training and Change Management: As with any process improvement initiative, it was crucial for us to ensure that employees were trained on the new service level management process and were ready to embrace change. Hence, our team conducted training sessions for all stakeholders and provided guidance on how to use the new ITSM tool effectively.
Deliverables
1. Comprehensive assessment report outlining key findings, improvement areas, and recommendations.
2. Updated service catalog and SLAs with realistic service levels and objectives.
3. Implementation plan for service level management best practices.
4. ITSM tool implementation and configuration.
5. Training materials and sessions for all stakeholders.
Implementation Challenges
The main challenge faced during the implementation of this project was resistance to change from the IT team. Many employees were accustomed to the old processes and were hesitant to adapt to the new ones. Hence, our team had to conduct several workshops and training sessions to explain the benefits of the new service level management process and gain buy-in from the employees.
Another challenge was the lack of proper metrics and data for measuring service desk effectiveness. Due to this, it was difficult to determine the success of the new process and identify areas for further improvement.
Key Performance Indicators (KPIs)
To measure the effectiveness of the new service level management process, our team established the following KPIs:
1. Customer Satisfaction: This was measured through surveys and feedback from customers post-incident resolution.
2. Incident Resolution Time: The time taken to resolve an incident from the time it was reported was measured to determine the efficiency of the service desk.
3. First Call Resolution Rate: This measures the percentage of incidents that are resolved on the first call, indicating the effectiveness of the support provided by the service desk.
4. SLA Adherence: Adherence to SLAs was measured to ensure that the service levels agreed upon with customers were being met.
Management Considerations
In order to sustain the effectiveness of the new service level management process, it is crucial for XYZ Corporation to continuously monitor and measure the performance of the service desk. By regularly reviewing the KPIs and benchmarking them against industry standards, XYZ Corporation will be able to identify areas for improvement and make necessary changes to enhance service desk effectiveness.
Furthermore, regular training and development programs for employees will promote continuous learning and enable them to deliver high-quality service to customers.
Conclusion
Through the implementation of best practices and ITSM tools, XYZ Corporation has successfully improved its service level management process and achieved a high level of service desk effectiveness. With the use of KPIs, the organization can now track its progress and continue to make improvements for better customer satisfaction and increased productivity.
Citations:
1. IDC. (2020). ITSM Automation and Optimization: The Need for Speed and Agility. Retrieved from https://www.idc.com/getattachment/e4159c67-d69f-4a61-a121-76f7154172ab/IDC-TFP-ITSMAutomation-June20.pdf
2. Harvey, D. (2019). How to Measure and Improve Service Desk Effectiveness. Retrieved from https://www.observerbenchmarking.com/how-to-measure-improve-service-desk-effectiveness/
3. Durr, H., & King, T. (2018). Improving IT Service Management using ITIL Best Practices. Retrieved from https://www.manageengine.com/products/service-desk/improving-it-service-management-using-itil-whitepaper.html
Are you tired of struggling to measure the effectiveness of your Service Desk and track SLA metrics? Look no further, because our Service Desk Effectiveness and SLA Metrics in ITSM Knowledge Base is here to revolutionize the way you manage your IT services.
With a dataset consisting of 1532 prioritized requirements, solutions, benefits, results, and real-life case studies, our knowledge base covers all the important questions you need to ask to get immediate and accurate results for both urgent and long-term scope.
No more guessing or manual tracking – our comprehensive database does the work for you.
What sets our Service Desk Effectiveness and SLA Metrics in ITSM Knowledge Base apart from the rest? It stands out amongst competitors and alternatives with its user-friendly interface and in-depth, reliable data.
Our knowledge base is designed specifically for professionals like you, taking into account the unique needs and challenges faced in the IT industry.
And don′t worry about breaking the bank – our product is DIY and affordable, providing an alternative solution to costly consulting services.
We provide a detailed specification overview and explain how to use our product effectively, making it easy for you to incorporate into your existing IT management processes.
But the benefits don′t end there.
Our extensive research on Service Desk Effectiveness and SLA Metrics in ITSM means that our knowledge base is constantly evolving and improving to meet the ever-changing demands of the IT world.
It′s not just a one-time purchase – it′s an investment in the success of your business.
Speaking of business success, our Service Desk Effectiveness and SLA Metrics in ITSM Knowledge Base has been proven to be a game-changer for businesses of all sizes.
From small startups to Fortune 500 companies, our product has helped countless organizations streamline their IT services and increase overall efficiency.
Some may wonder about the cost and potential drawbacks of our product.
Well, we′re proud to say that our Service Desk Effectiveness and SLA Metrics in ITSM Knowledge Base is not only cost-effective, but it also has no downsides.
It′s a simple yet powerful tool that delivers what it promises – accurate and reliable data to improve your ITSM.
So don′t hesitate any longer.
Upgrade your Service Desk and SLA tracking today with our Service Desk Effectiveness and SLA Metrics in ITSM Knowledge Base.
Say goodbye to manual tracking, complex spreadsheets, and guesswork, and hello to a more efficient and productive IT department.
Try it out now and see the results for yourself!
Discover Insights, Make Informed Decisions, and Stay Ahead of the Curve:
Key Features:
Comprehensive set of 1532 prioritized Service Desk Effectiveness requirements. - Extensive coverage of 185 Service Desk Effectiveness topic scopes.
- In-depth analysis of 185 Service Desk Effectiveness step-by-step solutions, benefits, BHAGs.
- Detailed examination of 185 Service Desk Effectiveness case studies and use cases.
- Digital download upon purchase.
- Enjoy lifetime document updates included with your purchase.
- Benefit from a fully editable and customizable Excel format.
- Trusted and utilized by over 10,000 organizations.
- Covering: SLA Non Compliance, Change Approval, Standardized Processes, Incident Priority, Incident Trends, ITSM Performance, SLA Performance, Problem Identification, Service Level Targets, Incident Escalations, Escalation Procedures, Quality Assurance, Incident Communication, Innovation Metrics, Customer Feedback, Escalation Management, IT Service Availability, User Experience, IT Service Maturity, IT Service Delivery Standards, Real Time Dashboards, Demand Variability, Cost Efficiency, Service performance measurement metrics, ITIL Processes, Incident Response Process, Incident Trending, Escalation Protocols, Accountability Systems, Integration Challenges, Service Disruption, Team Performance Metrics, Business Criticality, IT Operations, Measurable Results, SLA Reports, IT Service Cost, Response And Resolution Time, Incident Severity, Supplier Relationships, Key Performance Indicator, SLA Adherence, Application Uptime, Audit Preparation, IT Performance Dashboards, Leading Indicators, Service Speed, User Satisfaction, Recovery Time, Incident Response Efficiency, Problem Categorization, Compliance Metrics, Automation Solutions, Customer Complaint Handling, Monitoring The Quality Level, SLA Breaches, Availability Management, Capacity Management, Target Operating Model, Incident Management Process, Performance Metrics, Incident Categorization, Problem Resolution, Service Metrics, Incident Tracking System, Operational Metrics, Operational KPIs, Metric Tracking, Vendor Management, Change Impact Assessment, Service Continuity, Incident Impact, Incident Management Tools, Decision Support, customer loyalty program, Symptom Analysis, SLA Reporting, Service Desk Effectiveness, System Outages, IT Service Capacity, SLA Metrics in ITSM, Incident Identification, Problem Management, SLA Compliance, customer effort level, Utilization Tracking, Cost Analysis, IT Service Efficiency, Incident Tracking Tool, SLA Review, Safety Metrics, Error Rate, Incident Handling, Performance Monitoring, Customer Satisfaction, Incident Closure Process, Incident Response Time, Incident Response, Service Level Agreements, Error Handling, ITSM, Customer Service KPIs, SLM Service Level Management, IT Service Resilience, Secure Data Lifecycle, Incident Aging, Service Request Resolution, Problem Analysis, Service Downtime, Process Optimization, Revenue Metrics, Pricing Metrics, Incident Classification, Capacity Planning, Technical Support, customer journey stages, Continuous Improvement, Server Uptime, IT Service Objectives, Incident Ownership, Severity Levels, Incident Assignment, Incident Response Team, Incident Resolution Process, Outage Notification, Service Delivery, SLA Monitoring, Incident Management, Efficiency Metrics, Problem Escalation, Mean Time Between Failures, Critical Incident, Effectiveness Evaluation, Service Desk Efficiency, Service Desk Metrics, Change Management, Profit Per Employee, Downtime Reduction, Root Cause Resolution, Compliance Cost, IT Service Security, Incident Correlation, ITIL Framework, Response Rate, Ticket Management, Incident Resolution, Data Analysis, Response Time, Incident Documentation, Gap Analysis, Incident Categorization And Prioritization, Impact Analysis, Online Customer Experience, Metrics Measurement, Operational Transparency, Service Tickets, Service Improvement, Work Load Management, Resource Allocation, Service Response Time, Service Availability, Organizational Level, Background Check Services, Review Metrics, Incident Prioritization, Incident Frequency, Incident Severity Levels, Incident Response Rate, Trend Analysis, Root Cause Analysis, Service Interruption, ITSM Best Practices, Business Impact, Incident Delay, IT Service Delivery, Ticket Resolution, Downtime Cost, Cybersecurity Metrics, SLA Metrics, IT Service Level, Incident Resolution Time, Service Performance, Executive Compensation, SLA Tracking, Uptime Percentage
Service Desk Effectiveness Assessment Dataset - Utilization, Solutions, Advantages, BHAG (Big Hairy Audacious Goal):
Service Desk Effectiveness
The organization determines the effectiveness of the service level management process by analyzing metrics such as response time, customer satisfaction, and ticket resolution.
1. Use surveys to gather customer feedback and measure their satisfaction with service desk support. (Benefits: Identifies areas for improvement and shows the impact of service desk on customer experience. )
2. Monitor resolution times for service desk tickets and compare against agreed-upon SLAs. (Benefits: Allows for performance tracking and identification of bottlenecks. )
3. Conduct regular incident trend analysis to identify recurring issues and address them through problem management. (Benefits: Reduces the number of incidents, leading to improved overall performance. )
4. Implement key performance indicators (KPIs) such as first call resolution rate, average response time, and customer retention rate. (Benefits: Provides measurable targets and benchmarks to evaluate service desk effectiveness. )
5. Utilize incident escalation process to ensure timely resolution of critical issues. (Benefits: Improves customer satisfaction by resolving urgent incidents quickly. )
6. Regularly review and update SLAs based on changing business needs and customer expectations. (Benefits: Ensures SLAs are relevant and achievable, leading to improved service delivery. )
7. Use automation tools to streamline and expedite service desk processes. (Benefits: Reduces manual effort and speeds up incident resolution time. )
8. Conduct training and development programs for service desk agents to enhance their technical and customer service skills. (Benefits: Improves the quality of service provided and enhances customer satisfaction. )
CONTROL QUESTION: How does the organization determine the effectiveness of the service level management process?
Big Hairy Audacious Goal (BHAG) for 10 years from now:
The big hairy audacious goal for Service Desk Effectiveness in 10 years from now is to achieve a 99% customer satisfaction rate and a 95% first call resolution rate.
To determine the effectiveness of the service level management process, the organization will use a combination of metrics and feedback from both customers and employees. These metrics will include:
1. Customer Satisfaction Rate: This will be measured through post-call surveys and feedback forms. The goal is to consistently maintain a satisfaction rate of 99%.
2. First Call Resolution Rate: This measures the percentage of customer issues that are resolved on the first call. The organization aims to achieve a rate of 95% or above.
3. Average Speed to Answer: This metric tracks the time it takes for a customer to speak with a live agent. The goal is to keep this time under one minute.
4. Average Handle Time: This measures the time a customer spends on the phone with an agent to get their issue resolved. The organization aims to reduce this time to 10 minutes or less.
5. Cost per Contact: This tracks the cost of each customer interaction, including both labor and technology costs. The goal is to reduce the cost per contact by 20% in 10 years.
In addition to these metrics, the organization will also regularly gather feedback from both customers and employees through surveys and focus groups. This feedback will help identify areas for improvement and ensure that the service desk is meeting the needs of both customers and employees.
Ultimately, the success of the service level management process will be measured by the satisfaction of both customers and employees, as well as the organization′s ability to provide efficient and effective support to its users. By consistently achieving high levels of customer satisfaction and first call resolution, the organization will demonstrate the effectiveness of its service desk and its commitment to providing top-notch support to its users.
Customer Testimonials:
"This dataset is a goldmine for anyone seeking actionable insights. The prioritized recommendations are clear, concise, and supported by robust data. Couldn`t be happier with my purchase."
"Five stars for this dataset! The prioritized recommendations are invaluable, and the attention to detail is commendable. It has quickly become an essential tool in my toolkit."
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Service Desk Effectiveness Case Study/Use Case example - How to use:
Case Study: Service Desk Effectiveness - Measuring the Success of Service Level Management
Client Situation
XYZ Corporation is a global leader in the technology industry, providing innovative solutions and services to various sectors such as healthcare, education, and finance. As a company operating on a global scale, XYZ Corporation heavily relies on its IT infrastructure for smooth and efficient business operations. However, due to a rapid increase in the number of customers and services offered, the IT department has been facing numerous challenges in ensuring effective service delivery and meeting customer expectations.
As a result, the service desk at XYZ Corporation has become overwhelmed with a high volume of incidents, service requests, and inquiries, causing a significant decrease in customer satisfaction levels. This has also led to a decrease in employee productivity, as they spend more time handling IT-related issues rather than focusing on their core responsibilities.
To address these issues, XYZ Corporation has decided to revamp its service level management process in order to improve service desk effectiveness and better meet its customers′ needs.
Consulting Methodology
In order to help XYZ Corporation improve its service level management process and measure its effectiveness, our consulting firm has adopted a systematic approach that involves a detailed analysis of their current processes, identification of key areas for improvement, and implementation of best practices.
Our methodology consists of the following steps:
1. Assessment of Current Processes: In the first phase, our team conducted a thorough assessment of the existing service level management process at XYZ Corporation. This involved reviewing their service catalog, service level agreements (SLAs), incident management process, and customer feedback.
2. Identification of Improvement Opportunities: Based on our assessment, we identified key areas for improvement such as streamlining the incident management process, defining more realistic SLAs, and implementing a customer feedback mechanism.
3. Best Practice Implementation: Our team then worked closely with the IT department at XYZ Corporation to implement best practices for service level management. This included defining clear roles and responsibilities for incident resolution, setting up a knowledge base for quick issue resolution, and implementing a proactive approach to incident management.
4. Introducing Service Desk Tools: To further enhance the service desk effectiveness, our team recommended the implementation of an IT Service Management (ITSM) tool. This tool would automate processes, improve communication, and provide real-time analytics for continuous improvement.
5. Training and Change Management: As with any process improvement initiative, it was crucial for us to ensure that employees were trained on the new service level management process and were ready to embrace change. Hence, our team conducted training sessions for all stakeholders and provided guidance on how to use the new ITSM tool effectively.
Deliverables
1. Comprehensive assessment report outlining key findings, improvement areas, and recommendations.
2. Updated service catalog and SLAs with realistic service levels and objectives.
3. Implementation plan for service level management best practices.
4. ITSM tool implementation and configuration.
5. Training materials and sessions for all stakeholders.
Implementation Challenges
The main challenge faced during the implementation of this project was resistance to change from the IT team. Many employees were accustomed to the old processes and were hesitant to adapt to the new ones. Hence, our team had to conduct several workshops and training sessions to explain the benefits of the new service level management process and gain buy-in from the employees.
Another challenge was the lack of proper metrics and data for measuring service desk effectiveness. Due to this, it was difficult to determine the success of the new process and identify areas for further improvement.
Key Performance Indicators (KPIs)
To measure the effectiveness of the new service level management process, our team established the following KPIs:
1. Customer Satisfaction: This was measured through surveys and feedback from customers post-incident resolution.
2. Incident Resolution Time: The time taken to resolve an incident from the time it was reported was measured to determine the efficiency of the service desk.
3. First Call Resolution Rate: This measures the percentage of incidents that are resolved on the first call, indicating the effectiveness of the support provided by the service desk.
4. SLA Adherence: Adherence to SLAs was measured to ensure that the service levels agreed upon with customers were being met.
Management Considerations
In order to sustain the effectiveness of the new service level management process, it is crucial for XYZ Corporation to continuously monitor and measure the performance of the service desk. By regularly reviewing the KPIs and benchmarking them against industry standards, XYZ Corporation will be able to identify areas for improvement and make necessary changes to enhance service desk effectiveness.
Furthermore, regular training and development programs for employees will promote continuous learning and enable them to deliver high-quality service to customers.
Conclusion
Through the implementation of best practices and ITSM tools, XYZ Corporation has successfully improved its service level management process and achieved a high level of service desk effectiveness. With the use of KPIs, the organization can now track its progress and continue to make improvements for better customer satisfaction and increased productivity.
Citations:
1. IDC. (2020). ITSM Automation and Optimization: The Need for Speed and Agility. Retrieved from https://www.idc.com/getattachment/e4159c67-d69f-4a61-a121-76f7154172ab/IDC-TFP-ITSMAutomation-June20.pdf
2. Harvey, D. (2019). How to Measure and Improve Service Desk Effectiveness. Retrieved from https://www.observerbenchmarking.com/how-to-measure-improve-service-desk-effectiveness/
3. Durr, H., & King, T. (2018). Improving IT Service Management using ITIL Best Practices. Retrieved from https://www.manageengine.com/products/service-desk/improving-it-service-management-using-itil-whitepaper.html
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