Download or read book The Service Desk Handbook written by Sanjay Nair and published by Itgp. This book was released on 2020-09-15 with total page 116 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(R) to accomplish their tasks while making the necessary adaptations as per their organisation's needs.

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.

Download or read book How to Manage the IT Help Desk written by Noel Bruton and published by Routledge. This book was released on 2012-07-26 with total page 374 pages. Available in PDF, EPUB and Kindle. Book excerpt: Are you overworked, unappreciated and under-resourced? This book understands you, and provides years and years of User Support experience packed into one volume. The 'How To' book that every IT department needs, it will help turn your helpdesk into a company asset. How to be successful at probably the most stressful job in IT This book offers tools for measuring productivity and features ten key steps for successful support, while User Support successes and failures are revealed in true life case studies. This book gives you techniques for: *Justifying staff and other expenditure * Gaining senior management support * Getting the users on your side * Running a motivated and productive team * Designing and managing services and service levels The second edition of this popular book brings updates to several of the author's ideas, strategies and techniques with new material on: * Customer Relationship Management - definition and the role of the helpdesk * E-Support and the Internet * Contrasting the Call Center and the Helpdesk * first, second and third line support * Operational Level Agreements * Strategies for backlog management * Telephone technologies in user support In addition there is: * A new Template for a Service Level Agreement * An Improved cost justification model for the Internal Helpdesk * A New cost justification model for the External Helpdesk

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.

Download or read book Servicing Itsm written by Randy A. Steinberg and published by Trafford Publishing. This book was released on 2013-12-27 with total page 289 pages. Available in PDF, EPUB and Kindle. Book excerpt: What services does the IT organization really deliver? Rather than discuss the theory around what a service catalog or service portfolio is, this book gives you the actual IT service descriptions for running, operating, and managing an entire IT infrastructure. Its all herecomplete service descriptions, catalog and portfolio templates, service implementation plans, service governance processes, and much more all packed into this one handbook! Just about every IT support service is described in this book. Take the service descriptions you need, mix, match and customize them to quickly create the content needed for your own service catalogs and portfolios. Many books talk about how to build a service catalogthis book is a service catalog! We really struggled to identify and pull our IT services together until we saw this materialit saved us months! With this material, we can finally tell the business what IT actually delivers to them! A valuable reference resource for ITSM practitioners, service managers, CIOs, procurement managers, and anyone else sourcing the services needed to run an entire IT infrastructure operation! One can put together an entire IT service management operation just from the service descriptions in this book!

Download or read book The Best NOC and Service Desk Operations BOOK EVER written by Erick Simpson and published by . This book was released on 2009-10-01 with total page 486 pages. Available in PDF, EPUB and Kindle. Book excerpt: The fourth publication in MSP University's bestselling Managed Services series reveals how to build, staff, and maintain a NOC and Service Desk effectively and profitably, along with best practices and techniques to increase efficiencies and net profits for these critical service delivery business units.

Download or read book The IT Support Handbook written by Mike Halsey and published by Apress. This book was released on 2019-10-03 with total page 199 pages. Available in PDF, EPUB and Kindle. Book excerpt: Become a more effective tech professional by learning how to provide the most useful IT support for your users. You'll learn how to efficiently and effectively deal with any type of problem, including operating systems, software, and hardware. IT support is often complex, time-consuming, and expensive, but it doesn't have to be with the right processes in place. Whether you're an individual, part of an IT support team, or managing staff supporting PC users in their homes, The IT Support Handbook will help you understand the right way to approach, troubleshoot, and isolate problems so they can be handled efficiently, with least disruption and cost to your business. You'll make yourself popular with your colleagues, and keep your customers and users happy and productive. What You'll LearnManage reporting, and keep a record of issues that occur Provide effective remote support for users away from home or working in another office Use error and system reporting in Windows to obtain high-quality, relevant information Spot patterns in user behavior that may be causing difficult-to-diagnose problems Be familiar with best practices to make you a better support professional Who This Book Is For IT professionals, IT support (on-site and remote), and system administrators who manage support teams. No prior knowledge is required.

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.

Download or read book Service Management For Dummies written by Judith S. Hurwitz and published by John Wiley & Sons. This book was released on 2009-05-11 with total page 338 pages. Available in PDF, EPUB and Kindle. Book excerpt: A plain-English guide to managing IT from the customer's perspective Practical guidance on delivering and managing IT so that it meets the multiple needs and demands of a company and its customers and end-users–both inside and outside the organization–is hard to come by; this accessible book takes a common-sense approach that explains exactly what IT services are and how to fit them most effectively into a business Topics include setting a framework, keeping costs down, improving efficiency, and maintaining standards and best practices This concept of how IT should be wired specifically into the goals and need of the company and its customers is part of a broader picture that includes ITIL, BPM, SOA, and Six Sigma

Download or read book The Practical Guide To World Class IT Service Management written by Kevin J. Smith and published by Outskirts Press. This book was released on 2017-03-21 with total page 459 pages. Available in PDF, EPUB and Kindle. Book excerpt: This guide contains 6 Core and 12 World-Class processes each of which is described in chapters that provide a logical view of the element itself and why it is important to the organization, along with a flexible process model that can be adapted to most businesses and how the process works in practice—plus proven and practical models and Tips for Success from high-performing organizations on implementing the process. The technical content takes a mid-level view to be useful to a broader group of readers and is complemented by other relevant chapters, including: •A Brief History of IT Service Management •Understanding ITIL, COBIT, and ISO •The Consumerization of IT •Making Sense of Cloud and On-Premise •Enterprise Service Management •A Culture of Excellence •An Approach to Leverage Technology •The Exploration of Service Automation The Practical Guide to World-Class IT Service Management also examines the future of IT service management and where this exciting journey is likely to lead.

Download or read book Guide to Customer Service Skills for the Help Desk Professional written by Donna Knapp and published by Turtleback. This book was released on 1999-11-16 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is designed to provide individuals interested in the field of technical customer support a guide to the "soft skills" and the "self-management skills" needed to deliver excellent customer support at the help desk. It provides the reader with a better understanding of what a career in customer support would entail with strong real-world computer support examples, case studies, and exercises throughout the book. The author is a leading help desk consultant, trainer, and former help desk support engineer and service manager.

Download or read book Implementing Service and Support Management Processes written by Carrie Higday-Kalmanowitz and published by The Stationery Office. This book was released on 2005-03-11 with total page 444 pages. Available in PDF, EPUB and Kindle. Book excerpt: The purpose of this book is to provide practical process guide for technical support centres. It is based on the ITAL processes covered in 'Service Support' (ISBN 011330952X) and 'Service Delivery' (ISBN 0113309503) but also includes additional processes as well as a Balanced Scorecard Service Model. Processes covered in the book are: Financial and Operations Management; Knowledge Management; Configuration Management; Change Management; Release Management; Incident Management; Problem Management; Service Level Management; Capacity and Workforce Management; Availability Management; IT Service Continuity Management; and Customer Satisfaction Measurement.

Download or read book Getting an IT Help Desk Job For Dummies written by Tyler Regas and published by John Wiley & Sons. This book was released on 2015-04-13 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: Stand out in one of IT's fastest growing job markets If you're looking for a job in IT, the help desk is the heart and soul of most IT operations, and an excellent starting point for a promising career. With the help of Getting an IT Help Desk Job For Dummies, you'll gain the knowledge and know-how to cut through the confusion of navigating the Information Technology job market. IT can be intimidating to hopeful-yet-inexperienced job candidates, but this guide will help you find and land the job of your dreams. Through easy-to-follow explanations, authoritative information, and a bit of humor, Getting an IT Help Desk Job For Dummies serves as your thorough and approachable guide to maximizing your competitive edge in this booming market. The IT job market has continued to expand as technology matures and deepens its roots in business operations. This is good news for you! However, it makes it that much harder to get a job in IT, as recent grads and other professionals are practically stampeding to get their feet in the door of this rapidly expanding industry. Luckily, Getting an IT Help Desk Job For Dummies gives you an advantage by providing expert instruction on how to score an interview and secure a job offer, the skills needed to obtain and maintain an IT position, and authoritative information on how to establish a career path in the IT field. Explore careers in the IT Help Desk field and establish the path you want to follow Plan for post-education certifications and training to make yourself more marketable Get expert guidance for creating a winning resume and cover letter Prepare for your IT Help Desk interview Loaded with simple, straight-forward advice, Getting an IT Help Desk Job For Dummies is your all-in-one guide to starting your IT career on the right foot!

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.

Download or read book ITIL 4 Essentials Your essential guide for the ITIL 4 Foundation exam and beyond second edition written by Claire Agutter and published by IT Governance Ltd. This book was released on 2020-04-28 with total page 211 pages. Available in PDF, EPUB and Kindle. Book excerpt: ITIL® 4 Essentials contains everything you need to know to pass the ITIL 4 Foundation Certificate, plus more. It covers practices and concepts that are not addressed as part of the Foundation syllabus, making it ideal for newly qualified practitioners. This second edition has been updated to align with amendments to the ITIL® 4 Foundation syllabus.

Download or read book IT Service Management written by John Sansbury and published by BCS, The Chartered Institute for IT. This book was released on 2016-03-21 with total page 226 pages. Available in PDF, EPUB and Kindle. Book excerpt: Whether you're preparing for your service management foundation exam, or simply want to understand service management better, this new edition of our popular book covers the latest thinking and provides a comprehensive, practical introduction to IT service management.Building on their collective service management experience, the authors walk you through essential concepts including processes, functions and roles and illustrate these with real-life examples.

Download or read book The Requirements Engineering Handbook written by Ralph Rowland Young and published by Artech House. This book was released on 2004 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: Gathering customer requirements is a key activity for developing software that meets the customer's needs. A concise and practical overview of everything a requirement's analyst needs to know about establishing customer requirements, this first-of-its-kind book is the perfect desk guide for systems or software development work. The book enables professionals to identify the real customer requirements for their projects and control changes and additions to these requirements. This unique resource helps practitioners understand the importance of requirements, leverage effective requirements practices, and better utilize resources. The book also explains how to strengthen interpersonal relationships and communications which are major contributors to project effectiveness. Moreover, analysts find clear examples and checklists to help them implement best practices.