Service Desk Best Practice Handbook

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Service Desk Best Practice Handbook

Author : Gerard Blokdijk
Publisher : Emereo Pty Limited
ISBN 13 : 9781921523793
Total Pages : 124 pages
Book Rating : 4.5/5 (237 download)

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Book Synopsis Service Desk Best Practice Handbook by : Gerard Blokdijk

Download or read book Service Desk Best Practice Handbook written by Gerard Blokdijk and published by Emereo Pty Limited. This book was released on 2008-10 with total page 124 pages. Available in PDF, EPUB and Kindle. Book excerpt: How do you follow-up on employee issues? Are you doing everything possible to ensure your employee downtime is minimized? Can you be sure? Do you have the reports to back-up your argument? Do your help desk staff have all the information they need so they can respond to support requests accordingly? This Service Desk Handbook streamlines support interactions across organizations to enable you to: * Prioritize and manage incidents received via email or the employee portal * Provide employee self-help and incident tracking * Give help desk staff complete item history and status when responding to incidents * Allow supervisors to manage staff workload with real time reports * Enable organizations to set SLA's relative to department requirements * Provide SLA reports to ensure incident deadlines are met. A Service Desk is a primary IT capability called for in IT Service Management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL). It is intended to provide a Single Point of Contact ("SPOC") to meet the communications needs of both Users and IT and to satisfy both Customer and IT Provider objectives. This book will get you to implement the objectives of the Service Desk: * Providing a single (informed) point of contact for customers * Facilitating the restoration of normal operational service with minimal business impact on the customer within agreed SLA levels and business priorities. The common Service Desk functions covered in this book include: * Receiving calls, first-line customer liaison * Recording and tracking incidents and complaints * Keeping customers informed on request status and progress *Making an initial assessment of requests, attempting to resolve them or refer them to someone who can * Monitoring and escalation procedures relative to the appropriate SLA * Identifying problems * Closing incidents and confirmation with the customers * Coordinating second and third line support Get this book now to have the Service Desk pro-actively keeping users informed of all relevant service events, actions and service changes that are likely to affect them. Enable your Service Desk to be the direct line of any impact on the Service Level Agreement (SLA) and as the centre of information of any planned or unexpected changes or service unavailability.

The Service Desk Handbook – A guide to service desk implementation, management and support

Author : Sanjay Nair
Publisher : IT Governance Ltd
ISBN 13 : 1787782379
Total Pages : 102 pages
Book Rating : 4.7/5 (877 download)

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Book Synopsis The Service Desk Handbook – A guide to service desk implementation, management and support by : Sanjay Nair

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.

Help Desk, Service Desk Best Practice Handbook

Author : Gerard Blokdijk
Publisher : Emereo Pty Limited
ISBN 13 : 9781921523410
Total Pages : 124 pages
Book Rating : 4.5/5 (234 download)

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Book Synopsis Help Desk, Service Desk Best Practice Handbook by : Gerard Blokdijk

Download or read book Help Desk, Service Desk Best Practice Handbook written by Gerard Blokdijk and published by Emereo Pty Limited. This book was released on 2008 with total page 124 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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. The book starts with an initial strategy that is focused on planning help desk services that are completely aligned to requirements and are based on a mission statement. This business-oriented approach is refreshing and will keep IT grounded in the real reasons for a help desk. More importantly is the process for careful selection of services to provide. An overly ambitious set of service goals will kill a help desk implementation early in its life by offering too much before there is a stable help desk process in place. This book is realistic and lays the foundation for a success implementation. The section on the actual design of the help desk structure provides insights and information that can be applied to a large number of solutions. Since help desks will be organized in accordance with requirements and unique mission statements, this section of the book is like a catalog of patterns. It has excellent tips on how to best structure the help desk to meet requirements and mission. The information on accurately estimating staffing requirements is consistent with industry best practices and something that, believe it or not, is often overlooked when help desks are established. This book gets into the meat by thoroughly covering the processes that are essential to running a help desk. There are many topics that stand out as both unique [to books of this genre] and reflectbest practices by the best-run help desks. Examples are change control, disaster recovery and vendor management. These topics show that the author not only considers business alignment, but also cross-functional alignment within IT. Professional resources and underlying technology are provided in detail. This book contains an in-depth coverage of operational requirements for the help desk once it has been implemented. It hits all of the critical success factors, such as performance metrics, service level agreements, communications and internal evaluations. It even has a chapter on marketing, which is something that is important but not often done be most help desks. This proactive approach to keeping users (your customers) informed of new services, accomplishments and tips is excellent and will go a long way towards attaining high customer satisfaction scores - not to mention proving the value of the help desk to IT and business management. You will find this book to be one of the best for planning and implementing a world-class help desk.

A Guide to Customer Service Skills for the Help Desk Professional

Author : Donna Knapp
Publisher : Course Technology
ISBN 13 :
Total Pages : 408 pages
Book Rating : 4.0/5 ( download)

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Book Synopsis A Guide to Customer Service Skills for the Help Desk Professional by : Donna Knapp

Download or read book A Guide to Customer Service Skills for the Help Desk Professional written by Donna Knapp and published by Course Technology. This book was released on 2004-11 with total page 408 pages. Available in PDF, EPUB and Kindle. Book excerpt: This detailed look at the "soft" skills needed to succeed as help desk professional will provide students with proven customer support techniques for the workplace.

Service Desk Best Practice Handbook

Author : Gerard;Menken Blokdijk (Ivanka)
Publisher :
ISBN 13 : 9781282197701
Total Pages : 122 pages
Book Rating : 4.1/5 (977 download)

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Book Synopsis Service Desk Best Practice Handbook by : Gerard;Menken Blokdijk (Ivanka)

Download or read book Service Desk Best Practice Handbook written by Gerard;Menken Blokdijk (Ivanka) and published by . This book was released on 2009 with total page 122 pages. Available in PDF, EPUB and Kindle. Book excerpt:

IT Service Desk Manager Certification Handbook

Author : Anand Vemula
Publisher : Anand Vemula
ISBN 13 :
Total Pages : 263 pages
Book Rating : 4./5 ( download)

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Book Synopsis IT Service Desk Manager Certification Handbook by : Anand Vemula

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.

How to Manage the IT Helpdesk

Author : Noel Bruton
Publisher : Routledge
ISBN 13 : 0750649011
Total Pages : 374 pages
Book Rating : 4.7/5 (56 download)

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Book Synopsis How to Manage the IT Helpdesk by : Noel Bruton

Download or read book How to Manage the IT Helpdesk written by Noel Bruton and published by Routledge. This book was released on 2002 with total page 374 pages. Available in PDF, EPUB and Kindle. Book excerpt: The result of over 15 years of practical experience, this volume offers tools for measuring IT help desk productivity and features ten steps for successful support, demonstrating successes and failures through real life case studies.

Effective Help Desk Ticket Categories

Author : Wayne Schlicht
Publisher :
ISBN 13 : 9781688943070
Total Pages : 138 pages
Book Rating : 4.9/5 (43 download)

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Book Synopsis Effective Help Desk Ticket Categories by : Wayne Schlicht

Download or read book Effective Help Desk Ticket Categories written by Wayne Schlicht and published by . This book was released on 2019-08-27 with total page 138 pages. Available in PDF, EPUB and Kindle. Book excerpt: Want to lower support ticket cost, improve first contact resolution (FCR), and improve reporting? If you said yes, then Effective Help Desk Ticket Categories is for you! Is this a long-winded book full of unproven theories? No. This book gets right to the point with a detailed step-by-step guide based on 20 years of successful ticket category implementation projects. It designed for busy professionals at call centers, service desks and of course help desks. Is this book just for system engineers? Absolutely not! The guide is for everyone that works with support tickets. If you are a director, project manager or developer, this book will help improve your process. Why do I need this book? With our help, your project will be successful! Your final ticket classification design will be geared to productivity gains, not just a ticket filing system. Your project will save time and money! We provide time-saving quick-start templates and discuss how to maximize your resolution tools to close tickets faster. What is in the book? First, we explain what ticket classification is, why we use it, and the significant benefits. Then we identify project resources to engage early in the project and the ticket classification process. After that, we provide you a step-by-step quick start guide to get your ticket classification project up and running. Following that we expand on the quick start guide with a detailed explanation of each step including the most popular templates. Finally, we include a glossary of frequently used terms. Once implemented most teams will see significant improvements in the following areas. Cost savings - Cost per call, reduced escalation costs. Improved incident resolution rates. Major Incident Management MTTR reduction. Issue avoidance - better problem management inputs. Enterprise reporting maturity. Agent training improvements.

A Practical Guide to Service Management

Author : Keith D. Sutherland
Publisher : Packt Publishing Ltd
ISBN 13 : 1804614246
Total Pages : 350 pages
Book Rating : 4.8/5 (46 download)

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Book Synopsis A Practical Guide to Service Management by : Keith D. Sutherland

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.

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

Download 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 PDF Online Free

Author : Ivanka Menken
Publisher :
ISBN 13 : 9781742441306
Total Pages : 614 pages
Book Rating : 4.4/5 (413 download)

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Book Synopsis 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 by : Ivanka Menken

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

A Guide to Service Desk Concepts

Author : Donna Knapp
Publisher : Cengage Learning
ISBN 13 : 9781285063454
Total Pages : 416 pages
Book Rating : 4.0/5 (634 download)

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Book Synopsis A Guide to Service Desk Concepts by : Donna Knapp

Download or read book A Guide to Service Desk Concepts written by Donna Knapp and published by Cengage Learning. This book was released on 2013-02-21 with total page 416 pages. Available in PDF, EPUB and Kindle. Book excerpt: Translate technical expertise into an effective career in computer user support with the help of Knapp's A GUIDE TO SERVICE DESK CONCEPTS, 4E. This trusted, contemporary guide introduces the latest developments, research, resources and trends as they happen in computer user support. Readers explore the various types of service desks and gain a solid understanding of the diverse roles and skills required. This edition also reviews the processes and technologies that ensure the service desk is operating efficiently and examines how today's leading organizations measure service desk success. The author references the very latest ITIL 2011 best practices, leading quality and IT service management frameworks and standards to ensure this edition presents the most recent information regarding the role of outsourcing and certification in the service desk. New case studies and case projects provide on-the-job practice, while updated chapters highlight the evolving role of the service desk to relationship managers and how technology trends, such as cloud computing, virtualization, mobile technology and consumerization, are impacting the service desk. New material also examines the current emphasis on self-help and the effects of self-healing capabilities within newer generation technologies. A GUIDE TO SERVICE DESK CONCEPTS, 4E provides the overview needed for success in computer user support today. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

A Guide to Service Desk Concepts

Author : Donna Knapp
Publisher : Thomson South-Western
ISBN 13 : 9781285063539
Total Pages : 416 pages
Book Rating : 4.0/5 (635 download)

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Book Synopsis A Guide to Service Desk Concepts by : Donna Knapp

Download or read book A Guide to Service Desk Concepts written by Donna Knapp and published by Thomson South-Western. This book was released on 2013-02-14 with total page 416 pages. Available in PDF, EPUB and Kindle. Book excerpt: Translate technical expertise into an effective career in computer user support with the help of Knapp's A GUIDE TO SERVICE DESK CONCEPTS, 4E, International Edition. This trusted, contemporary guide introduces the latest developments, research, resources and trends as they happen in computer user support. Readers explore the various types of service desks and gain a solid understanding of the diverse roles and skills required. This edition also reviews the processes and technologies that ensure the service desk is operating effectively and examines how today's leading organizations measure service desk success.The author references the very latest ITIL® 2011 best practices, leading quality and IT service management frameworks and standards to ensure this edition presents the most recent information regarding the role of outsourcing and certification in the service desk. New case studies and projects as well as updated chapters highlight the evolving role of the service desk and how technology trends, such as cloud computing, virtualization, mobile technology and consumerization, are impacting the service desk. New material also examines the current emphasis on self-help and the effects of self-healing capabilities within newer generation technologies.

A Guide to Service Desk Concepts

Author : Donna Knapp
Publisher : Cengage Learning
ISBN 13 : 9781285063454
Total Pages : 0 pages
Book Rating : 4.0/5 (634 download)

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Book Synopsis A Guide to Service Desk Concepts by : Donna Knapp

Download or read book A Guide to Service Desk Concepts written by Donna Knapp and published by Cengage Learning. This book was released on 2013-02-21 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Translate technical expertise into an effective career in computer user support with the help of Knapp's A GUIDE TO SERVICE DESK CONCEPTS, 4E. This trusted, contemporary guide introduces the latest developments, research, resources and trends as they happen in computer user support. Readers explore the various types of service desks and gain a solid understanding of the diverse roles and skills required. This edition also reviews the processes and technologies that ensure the service desk is operating efficiently and examines how today's leading organizations measure service desk success. The author references the very latest ITIL 2011 best practices, leading quality and IT service management frameworks and standards to ensure this edition presents the most recent information regarding the role of outsourcing and certification in the service desk. New case studies and case projects provide on-the-job practice, while updated chapters highlight the evolving role of the service desk to relationship managers and how technology trends, such as cloud computing, virtualization, mobile technology and consumerization, are impacting the service desk. New material also examines the current emphasis on self-help and the effects of self-healing capabilities within newer generation technologies. A GUIDE TO SERVICE DESK CONCEPTS, 4E provides the overview needed for success in computer user support today. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

A Guide to Customer Service Skills for the Service Desk Professional

Author : Donna Knapp
Publisher : Cengage Learning
ISBN 13 : 9781285063584
Total Pages : 544 pages
Book Rating : 4.0/5 (635 download)

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Book Synopsis A Guide to Customer Service Skills for the Service Desk Professional by : Donna Knapp

Download or read book A Guide to Customer Service Skills for the Service Desk Professional written by Donna Knapp and published by Cengage Learning. This book was released on 2014-05-12 with total page 544 pages. Available in PDF, EPUB and Kindle. Book excerpt: A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL, the definitive service desk text now available in a fully revised fourth edition, teaches technical professionals the skills and work habits needed to successfully interact with customers and achieve job satisfaction. Each chapter describes a specific business skill, soft skill, or self-management skill required to deliver effective technical customer support while providing proven, how-to techniques for mastering that skill. Research and references have been updated in each chapter, and the latest ITIL vocabulary and concepts are reflected throughout the text. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

The Universal Service Desk (USD)

Author : Brian Johnson
Publisher : IT Governance Ltd
ISBN 13 : 178778150X
Total Pages : 244 pages
Book Rating : 4.7/5 (877 download)

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Book Synopsis The Universal Service Desk (USD) by : Brian Johnson

Download or read book The Universal Service Desk (USD) written by Brian Johnson and published by IT Governance Ltd. This book was released on 2020-05-28 with total page 244 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Universal Service Desk (USD) – Implementing, controlling and improving service delivery defines what a USD is, why it is valuable to an organisation and how to build and implement one. It also discusses the evolution of the USD as part of integrated workplace management.

Service Desk A Complete Guide - 2020 Edition

Author : Gerardus Blokdyk
Publisher : 5starcooks
ISBN 13 : 9780655915881
Total Pages : 306 pages
Book Rating : 4.9/5 (158 download)

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Book Synopsis Service Desk A Complete Guide - 2020 Edition by : Gerardus Blokdyk

Download or read book Service Desk A Complete Guide - 2020 Edition written by Gerardus Blokdyk and published by 5starcooks. This book was released on 2019-09-06 with total page 306 pages. Available in PDF, EPUB and Kindle. Book excerpt: What is the priority of a problem compared to others? How could you describe your dream project management software? What discernible impact has technical support had on meeting project objectives? How does your service desk stack up? All changes should be traceable, in other words, one can answer the question, what changed? Defining, designing, creating, and implementing a process to solve a challenge or meet an objective is the most valuable role... In EVERY group, company, organization and department. Unless you are talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?' This Self-Assessment empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Service Desk investments work better. This Service Desk All-Inclusive Self-Assessment enables You to be that person. All the tools you need to an in-depth Service Desk Self-Assessment. Featuring 918 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Service Desk improvements can be made. In using the questions you will be better able to: - diagnose Service Desk projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices - implement evidence-based best practice strategies aligned with overall goals - integrate recent advances in Service Desk and process design strategies into practice according to best practice guidelines Using a Self-Assessment tool known as the Service Desk Scorecard, you will develop a clear picture of which Service Desk areas need attention. Your purchase includes access details to the Service Desk self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. You will receive the following contents with New and Updated specific criteria: - The latest quick edition of the book in PDF - The latest complete edition of the book in PDF, which criteria correspond to the criteria in... - The Self-Assessment Excel Dashboard - Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation - In-depth and specific Service Desk Checklists - Project management checklists and templates to assist with implementation INCLUDES LIFETIME SELF ASSESSMENT UPDATES Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.

Service Desk Superhero: A Step-By-Step Guide

Author : Mike Holandez
Publisher : Thinqsys Incorporated
ISBN 13 : 9781999031503
Total Pages : 174 pages
Book Rating : 4.0/5 (315 download)

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Book Synopsis Service Desk Superhero: A Step-By-Step Guide by : Mike Holandez

Download or read book Service Desk Superhero: A Step-By-Step Guide written by Mike Holandez and published by Thinqsys Incorporated. This book was released on 2019-03-10 with total page 174 pages. Available in PDF, EPUB and Kindle. Book excerpt: If you had to rebuild the IT helpdesk from the ground up, how would you do it? Service Desk Superhero is a comprehensive, step-by-step guide in transforming the service desk from mediocre to excellent! Be an I.T. superhero! Turn the service desk around, improve the business, and catapult your career! In this book you will learn: ✅ How to lay the foundation that will ensure optimal service desk success! ✅ How to harness the unique talents of the service desk staff and align their roles! ✅ How to build a solid service desk solution by choosing the right ticketing system! ✅ How to use automation techniques to put your service desk on cruise control! ✅ BONUS: How to deal with the most common service requests and incidents! ...and much more! Don't let your IT career fall into a downward spiral. BUY this book NOW! Readers are loving Service Desk Superhero: "I wish I had a book like this years ago! The Service Desk industry can really benefit from the research and advice from Service Desk Superhero. I'm certain that businesses will see tremendous improvements in the way IT incidents and requests are handled if they follow Mike's advice." -- J. M., IT Consultant and Business Systems Analyst, CGI "WOW is all I can say. I highly, highly recommend this book. There is no service desk reference like this out there....If you only had to buy one book about the service desk, this had better be it!" --- A.M., Business Consultant, TD Bank "This is an invaluable, must-have reference guide! It's an excellent compilation of best practices that Service Desks should refer to periodically." --- W. S., Cyber Security Consultant