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Author : Fancy Mills-Knebel
Publisher :
ISBN 13 :
Total Pages : pages
Book Rating : 4.:/5 (112 download)
Download or read book IT Service Desk: Management Fundamentals written by Fancy Mills-Knebel and published by . This book was released on 2017 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book IT Service Desk: Management Fundamentals written by and published by . This book was released on 2017 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Learn to manage an IT service desk. Get industry-proven methodologies and tools to manage staffing, processes, and quality control.
Author : Anand Vemula
Publisher : Anand Vemula
ISBN 13 :
Total Pages : 263 pages
Book Rating : 4./5 ( download)
Download or read book IT Service Desk Manager Certification Handbook written by Anand Vemula and published by Anand Vemula. This book was released on with total page 263 pages. Available in PDF, EPUB and Kindle. Book excerpt: The "IT Service Desk Manager Certification Handbook" is an essential guide designed to equip aspiring and current IT service desk managers with the knowledge and skills needed to excel in their roles and achieve certification. This comprehensive handbook begins by laying the groundwork for understanding the core principles and best practices of IT service desk management. It covers essential topics such as incident management, problem management, change management, and service level management, providing readers with a solid foundation in IT service delivery processes. One of the key strengths of the handbook is its focus on certification preparation. It provides a detailed overview of the certification exam objectives and offers practical tips and strategies for exam success. Readers will find sample questions, case studies, and exercises designed to reinforce their understanding of key concepts and help them assess their readiness for the exam. Moreover, the handbook goes beyond exam preparation to offer insights into the day-to-day responsibilities and challenges faced by IT service desk managers. It covers topics such as team management, performance metrics, customer satisfaction, and continuous improvement, providing readers with actionable advice for optimizing their service desk operations and delivering exceptional customer service. Throughout the handbook, readers will benefit from real-world examples, best practices, and expert insights from seasoned IT service desk professionals. Case studies illustrate how organizations have successfully implemented IT service desk management principles to drive business value and achieve operational excellence. In addition to its focus on technical skills and knowledge, the handbook emphasizes the importance of soft skills such as communication, leadership, and problem-solving. Readers will learn how to effectively communicate with stakeholders, motivate their teams, and resolve conflicts to create a positive and productive work environment. In summary, the "IT Service Desk Manager Certification Handbook" is a comprehensive resource that covers all aspects of IT service desk management, from foundational principles to advanced certification preparation. Whether you are seeking certification or looking to enhance your skills as an IT service desk manager, this handbook provides the guidance and support you need to succeed in this critical role.
Author : Robert N. Lussier
Publisher : SAGE Publications
ISBN 13 : 1544384173
Total Pages : 706 pages
Book Rating : 4.5/5 (443 download)
Download or read book Management Fundamentals written by Robert N. Lussier and published by SAGE Publications. This book was released on 2019-11-05 with total page 706 pages. Available in PDF, EPUB and Kindle. Book excerpt: Packed with experiential exercises, self-assessments, and group activities, the Ninth Edition of Management Fundamentals develops essential management skills students can use in their personal and professional lives.
Download or read book IT Service Desk: Monitoring and Metrics Fundamentals written by and published by . This book was released on 2019 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: IT service management (ITSM) metrics provide organizations with a detailed view of how their service desk is faring. Are they meeting their business goals and keeping their customers happy? It's all in the data. But determining which metrics to measure-and how those metrics will impact reporting-can be tricky. In this course, instructor Brett Moffett shares industry best practices on collecting ITSM metrics for the purpose of monitoring performance and customer satisfaction in a service-focused environment. Instead of focusing on specific ITSM software solutions or tools, Brett takes a platform-agnostic look at these tactics. He shows how to collect high-quality data points; ensure specific outcomes can be derived from your reporting; select which metrics to measure; and more.
Author : Jorge Cardoso
Publisher : Springer
ISBN 13 : 3319231952
Total Pages : 378 pages
Book Rating : 4.3/5 (192 download)
Download or read book Fundamentals of Service Systems written by Jorge Cardoso and published by Springer. This book was released on 2015-12-12 with total page 378 pages. Available in PDF, EPUB and Kindle. Book excerpt: This textbook addresses the conceptual and practical aspects of the various phases of the lifecycle of service systems, ranging from service ideation, design, implementation, analysis, improvement and trading associated with service systems engineering. Written by leading experts in the field, this indispensable textbook will enable a new wave of future professionals to think in a service-focused way with the right balance of competencies in computer science, engineering, and management. Fundamentals of Service Systems is a centerpiece for a course syllabus on service systems. Each chapter includes a summary, a list of learning objectives, an opening case, and a review section with questions, a project description, a list of key terms, and a list of further reading bibliography. All these elements enable students to learn at a faster and more comfortable peace. For researchers, teachers, and students who want to learn about this new emerging science, Fundamentals of Service Systems provides an overview of the core disciplines underlying the study of service systems. It is aimed at students of information systems, information technology, and business and economics. It also targets business and IT practitioners, especially those who are looking for better ways of innovating, designing, modeling, analyzing, and optimizing service systems.
Author : Henry Dalziel
Publisher : Syngress
ISBN 13 : 0128041870
Total Pages : 72 pages
Book Rating : 4.1/5 (28 download)
Download or read book Infosec Management Fundamentals written by Henry Dalziel and published by Syngress. This book was released on 2015-08-10 with total page 72 pages. Available in PDF, EPUB and Kindle. Book excerpt: Infosec Management Fundamentals is a concise overview of the Information Security management concepts and techniques, providing a foundational template for both experienced professionals and those new to the industry. This brief volume will also appeal to business executives and managers outside of infosec who want to understand the fundamental concepts of Information Security and how it impacts their business decisions and daily activities. - Teaches ISO/IEC 27000 best practices on information security management - Discusses risks and controls within the context of an overall information security management system (ISMS) - Provides foundational information for experienced professionals as well as those new to the industry
Author : Keith D. Sutherland
Publisher : Packt Publishing Ltd
ISBN 13 : 1804614246
Total Pages : 350 pages
Book Rating : 4.8/5 (46 download)
Download or read book A Practical Guide to Service Management written by Keith D. Sutherland and published by Packt Publishing Ltd. This book was released on 2023-10-13 with total page 350 pages. Available in PDF, EPUB and Kindle. Book excerpt: Develop and improve the service management capabilities of your organization or business with this comprehensive handbook Key Features A complete, pragmatic guide on service management from industry experts Learn industry best practices and proven strategies to establish and improve a service management capability Get hands on with implementing and maintaining a service management capability Purchase of the print or Kindle book includes a free PDF eBook Book DescriptionMany organizations struggle to find practical guidance that can help them to not only understand but also apply service management best practices. Packed with expert guidance and comprehensive coverage of the essential frameworks, methods, and techniques, this book will enable you to elevate your organization’s service management capability. You’ll start by exploring the fundamentals of service management and the role of a service provider. As you progress, you’ll get to grips with the different service management frameworks used by IT and enterprises. You'll use system thinking and design thinking approaches to learn to design, implement, and optimize services catering to diverse customer needs. This book will familiarize you with the essential process capabilities required for an efficient service management practice, followed by the elements key to its practical implementation, customized to the organization’s business needs in a sustainable and repeatable manner. You’ll also discover the critical success factors that will enhance your organization’s ability to successfully implement and sustain a service management practice. By the end of this handy guide, you’ll have a solid grasp of service management concepts, making this a valuable resource for on-the-job reference.What you will learn Discover a holistic approach to managing services Get acquainted with the service management methods, frameworks, and best practices Understand the significance of a service management strategy Demonstrate your skills to deliver high-quality, timely services Find out how to become a respected business partner to your customers Recognize the role of governance, outcomes, and markets Grasp the concept of value capture and maintaining value over time Explore common processes that lay the foundation for effective service management Who this book is forThis book is for anyone interested in gaining a general understanding of the value of enterprise/IT service management (ESM/ITSM), including but not limited to IT leadership, key business managers, business process analysts, business analysts, IT consultants, IT professionals, project managers, systems integrators, service desk managers, managed service providers, solution providers, and sales staff. Whether you’re new to service management or have prior experience, you’ll find valuable insights in this book.
Author : Rob Botwright
Publisher : Rob Botwright
ISBN 13 : 1839387459
Total Pages : 217 pages
Book Rating : 4.8/5 (393 download)
Download or read book Service Desk Manager Bootcamp written by Rob Botwright and published by Rob Botwright. This book was released on 101-01-01 with total page 217 pages. Available in PDF, EPUB and Kindle. Book excerpt: 🚀 Welcome to the Service Desk Manager Bootcamp! 🚀 Are you ready to take your service desk management skills to the next level? Introducing our exclusive book bundle: "Service Desk Manager Bootcamp: ITIL 4 Standards, KPI & SLA Management." 📚 In this comprehensive bundle, you'll gain access to four essential books that cover everything you need to know to excel in service desk management: 📘 BOOK 1: Service Desk Essentials: A Beginner's Guide to ITIL 4 Standard Get started on the right foot with this beginner's guide to ITIL 4 Standard. Learn the core principles and practices of IT service management and align IT services with business objectives. 📘 BOOK 2: Mastering KPIs: Optimizing Service Desk Performance Unlock the secrets to optimizing service desk performance with this book. Discover how to identify, define, and track key performance indicators (KPIs) to enhance customer satisfaction and drive organizational success. 📘 BOOK 3: SLA Mastery: Advanced Strategies for Service Desk Managers Take your SLA management skills to the next level with advanced strategies and techniques. Learn how to negotiate, implement, and manage SLAs to ensure compliance and alignment with business objectives. 📘 BOOK 4: Beyond Basics: Expert Insights into Service Desk Management in the Digital Age Stay ahead of the curve with expert insights into service desk management in the digital age. Explore innovative approaches, emerging technologies, and best practices for delivering exceptional customer experiences. With over 3000 characters of expert guidance and practical strategies, this book bundle is your ticket to service desk excellence. Whether you're a beginner looking to build a strong foundation or an experienced manager seeking advanced techniques, the Service Desk Manager Bootcamp has something for everyone. Don't miss out on this opportunity to elevate your service desk management skills and drive organizational success. Get your hands on the Service Desk Manager Bootcamp book bundle today! 🌟
Author : Sanjay Nair
Publisher : IT Governance Ltd
ISBN 13 : 1787782379
Total Pages : 102 pages
Book Rating : 4.7/5 (877 download)
Download or read book The Service Desk Handbook – A guide to service desk implementation, management and support written by Sanjay Nair and published by IT Governance Ltd. This book was released on 2020-09-15 with total page 102 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Service Desk Handbook - A guide to service desk implementation, management and support provides operational guidance for implementing, managing and supporting service desks in the enterprise. It will help service desk teams in adopting ITIL® to accomplish their tasks while making the necessary adaptations as per their organisation’s needs.
Author : Donna Knapp
Publisher : Cengage Learning
ISBN 13 : 9780324785067
Total Pages : 368 pages
Book Rating : 4.7/5 (85 download)
Download or read book A Guide to Service Desk Concepts written by Donna Knapp and published by Cengage Learning. This book was released on 2009-03-24 with total page 368 pages. Available in PDF, EPUB and Kindle. Book excerpt: A Guide to Service Desk Concepts, Third Edition, discusses the different types of service desks that exist, how they are measured by the organizations they support, the varying roles and skills required within a typical service desk, and the processes and technologies commonly used to ensure the service desk is operating efficiently and effectively. In this edition, the author also includes references to ITIL V3 best practices, leading quality and IT service management frameworks and standards, up-to-date research, trends, case studies and resources, and the latest information regarding the role of outsourcing and certification in the service desk. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.
Author : Dr. Gagan Preet Kaur Ahluwalia
Publisher : Thakur Publication Private Limited
ISBN 13 : 938880984X
Total Pages : 160 pages
Book Rating : 4.3/5 (888 download)
Download or read book MANAGEMENT FUNDAMENTALS written by Dr. Gagan Preet Kaur Ahluwalia and published by Thakur Publication Private Limited. This book was released on 2023-11-02 with total page 160 pages. Available in PDF, EPUB and Kindle. Book excerpt: Buy MANAGEMENT FUNDAMENTALS e-Book for Mba 1st Semester in English language specially designed for SPPU ( Savitribai Phule Pune University ,Maharashtra) By Thakur publication.
Author : Wayne Schlicht
Publisher : Build a Help Desk Consulting LLC
ISBN 13 : 1696388414
Total Pages : 330 pages
Book Rating : 4.6/5 (963 download)
Download or read book Help Desk Management: How to run a computer user support Service Desk effectively written by Wayne Schlicht and published by Build a Help Desk Consulting LLC. This book was released on 2019-09-29 with total page 330 pages. Available in PDF, EPUB and Kindle. Book excerpt: Do you want your Help Desk to maximize customer satisfaction, quality and first contact resolution? Or just make sure your IT management processes are repeatable? Does it seem your computer user support can be ad hoc at times? Are you always running around putting out fires? In this book you will learn powerful industry standard best practices that can be used to mature your IT Service Management processes, practices and procedures today! What makes this book different? Instead of just providing you a lot of technical information, I empower you with a step by step approach to mature your Help Desk. Each chapter includes straight forward processes that are easy to understand. Once you completely understand the process, chapters are concluded with a quick start implementation worksheet to put your new process into action. This format will allow you to rapidly transform your people, processes, and technology into a customer-focused center of excellence today! You can never underestimate the power of industry standard best practices. The recommendations shared in Help Desk Management are based on real-life experiences building successful customer-focused teams. Through trial and error, I am sharing what worked for my teams at small, medium, and Fortune 500 sized companies. Look no further. I will help you succeed. This information is designed to improve your management skills, your team engagement, and set you on a successful path to building a truly great team. What actionable and realistic end user support processes will you learn? How to justify funding for improvement projects. Creating an inspiring mission statement. Designing an employee performance management plan that works. Building an effective employee training and development program. Implementing a call and ticket quality assurance audit program that empowers the manager. Driving up the First Contact Resolution (FCR) percentage. Reducing cost per ticket costs by moving work from system engineers to the Help Desk. Marketing the Help Desk for company wide recognition. Implementing ITIL incident, problem, change, knowledge and event management. Do not hesitate to pick up your copy today
Author :
Publisher : SAGE Publications
ISBN 13 : 1506389406
Total Pages : 633 pages
Book Rating : 4.5/5 (63 download)
Download or read book Management Fundamentals written by and published by SAGE Publications. This book was released on with total page 633 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Ivanka Menken
Publisher :
ISBN 13 : 9781742441306
Total Pages : 614 pages
Book Rating : 4.4/5 (413 download)
Download or read book Support Center Complete Handbook - How to Analyze, Assess, Manage and Deliver Customer Business Needs and Exceed Customer Expectations with Help Desk, Support Center and Service Desk written by Ivanka Menken and published by . This book was released on 2009 with total page 614 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Art of Service is the leader in publications, certification and training for IT Service Management help desk, support center, and service desk professionals. Support center analysts provide front line support and act as the primary contact for customers. For this reason, it is important that these help desk professionals provide the highest quality customer care with every interaction. This Support Center Analyst book focuses on strategies for effective customer care and problem resolution, as well as the fundamentals for help desk, support center, and customer support processes and tools, and an introduction to ITIL processes. "Covers every detail, including some missed in other books - This thorough book provides a clear roadmap to designing, implementing and operating a help desk. The author leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement." This book delivers everything for Support staff who want to develop a knowledge and understanding of help desk and support center operations: * How to assess customer business needs and exceed customer expectations * Critical processes and procedures to resolve incidents quickly and consistently * Numerous Support Center Blueprints, templates and checklists * Processes and procedures for Incident, Problem and Service Level Management * Ways to create win-win interactions with customers, management, and team members * An awareness of ITIL processes Table of Contents: Introduction, What Is Itil?, Reasons For Implementation, Implementing Itil, Implementation Of Service Strategy, Implementing Service Design, Implementing Service Transition, Implementing Service Operation, Implementation Of Csi, Case Studies, The It Service Management Itil V3 Benchmark Checklist, Service Strategy - The Practice Of Service Management, Service Design - Service Management As A Practice, Service Transition - Service Management As A Practice, Service Operation - Service Management As A Practice, Continual Service Improvement- Service Management As A Practice, Conclusion, Customer Service, Instant Feedback, Setting The Right Kpis, Customer Service - An Imperative, Golden Rule #1: Put The Customer First, Golden Rule #2: Stay Close To Your Customers, Golden Rule #3: Pay Attention To The Little Details, Conclusion, Five Rules Of Customer Care, Choosing The Right Customer Service Representatives, Significant Points, Nature Of The Work, Work Environment., Training, Other Qualifications, And Advancement, Education And Training., Other Qualifications., Advancement., Employment, Job Outlook, Employment Change., Job Prospects., Projections Data, Earnings, Related Occupations, Differentiating Your Organization Through Customer Focus, The Customer Focus Model, The Customer Focus Approach, Conclusion, Hiring The Best Customer Service Representatives, The Interview And Selection Process, Sample Customer Service Focused Interview Questions, Interviewing, Tips On Interviewing, Checking References, Recording A Profile Of Impressions, Recruiting, Assessing Your Recruitment And Selection Practices, Appendix Sample Customer Service Plan, Acme Customer Service Plan, Background, Executive Order, Principles, Approach/scope, Our Customers, Standards, Process Attributes, Quality Attributes, Organization-wide Standards, Future Efforts, Incident Management Introduction Roadmap, Incident Management Presentation, Supporting Documents, Business Justification Document, Objectives And Goals, Policies Objectives And Goals, Incident Category Definition, Communication Plan, Incident Management Process Flow, Reports Kpi's And Metrics, Incident Ticket Template, Incident Management Process, Implementation And Project Plan, Introduction, Introduction To Service Desk, Introduction To Incident Management...AND MUCH MORE
Author : Peggy Johnson
Publisher : American Library Association
ISBN 13 : 0838990495
Total Pages : 425 pages
Book Rating : 4.8/5 (389 download)
Download or read book Fundamentals of Collection Development and Management written by Peggy Johnson and published by American Library Association. This book was released on 2009-01-01 with total page 425 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this fully updated revision, expert instructor and librarian Peggy Johnson addresses the art in controlling and updating your library's collection.
Author : Alexander Clemm
Publisher :
ISBN 13 :
Total Pages : 560 pages
Book Rating : 4.3/5 (121 download)
Download or read book Network Management Fundamentals written by Alexander Clemm and published by . This book was released on 2007 with total page 560 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book provides you with an accessible overview of network management covering management not just of networks themselves but also of services running over those networks. It also explains the different technologies that are used in network management and how they relate to each other.--[book cover].
