The Service Desk Handbook A Guide To Service Desk Implementation Management And Support
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The Service Desk Handbook
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Author : Sanjay Nair
language : en
Publisher: Itgp
Release Date : 2020-09-15
The Service Desk Handbook written by Sanjay Nair and has been published by Itgp this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-09-15 with categories.
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.
The Service Desk Handbook
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Author : IT Governance Publishing
language : en
Publisher: Packt Publishing Ltd
Release Date : 2025-07-16
The Service Desk Handbook written by IT Governance Publishing and has been published by Packt Publishing Ltd this book supported file pdf, txt, epub, kindle and other format this book has been release on 2025-07-16 with Business & Economics categories.
Learn best practices for building and optimizing a service desk to enhance customer experience. Discover strategies to plan, manage, and measure success, while exploring future technologies like AI in service desk operations. Key Features Comprehensive guide on service desk operations In-depth exploration of performance metrics and technology adoption Practical advice for service desk improvement and future adaptation Book DescriptionThis book provides practical insights into service desk management, focusing on building and optimizing a service desk to meet organizational needs. It starts with an understanding of the service desk's role, mission, and vision, laying the foundation for effective operations. It covers strategic planning for a well-structured service desk, focusing on staffing, SLAs, and using knowledge bases and self-service portals. The book discusses essential tools and technologies like telephony systems and ITSM tools, and how to configure them for efficiency. It emphasizes developing high-performance teams focused on respect, integrity, and teamwork, highlighting the importance of clear documentation, such as standard operating procedures and incident management, to ensure consistency in service delivery. Performance measurement is emphasized with strategies for tracking success using CSFs, KPIs, and customer satisfaction metrics. It explores both qualitative and quantitative evaluations to improve service desk performance. Finally, it examines emerging trends such as AI and chatbots, and their integration into service desk operations. The last chapters offer professional tips, techniques for root cause analysis, and provide a roadmap to optimize service desk operations for future success.What you will learn Understand the core principles of service desk management Plan and implement an effective service desk structure Develop and manage high-performance service desk teams Utilize ITSM tools and technologies for efficient operations Measure and optimize service desk performance with key metrics Explore future trends and technologies in service desk operations Who this book is for This book is designed for IT service desk managers, support staff, and IT professionals aiming to refine their service desk processes. Ideal readers should have a basic understanding of IT support, service management, and ITIL frameworks. No prior specialized knowledge is required, but familiarity with ITSM tools and customer service practices will be beneficial. The book is perfect for those looking to improve their service desk operations or stay up to date with future trends in the industry.
The Service Desk Handbook A Guide To Service Desk Implementation Management And Support
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Author : Sanjay Nair
language : en
Publisher: IT Governance Ltd
Release Date : 2020-09-15
The Service Desk Handbook A Guide To Service Desk Implementation Management And Support written by Sanjay Nair and has been published by IT Governance Ltd this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-09-15 with Computers categories.
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.
The It Support Handbook
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Author : Mike Halsey
language : en
Publisher: Apress
Release Date : 2019-10-03
The It Support Handbook written by Mike Halsey and has been published by Apress this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-10-03 with Computers categories.
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 Learn Manage reporting, and keep a record of issues that occur Provide effective remote supportfor 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.
Help Desk Practitioner S Handbook
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Author : Barbara Czegel
language : en
Publisher: John Wiley & Sons
Release Date : 2015-05-21
Help Desk Practitioner S Handbook written by Barbara Czegel and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-05-21 with Computers categories.
Your complete guide to surviving and thriving as a Help Desk practitioner Help Desk Practitioner's Handbook The only book to address the unique concerns of the huge and growing number of Help Desk analysts, this is your complete guide to becoming a more effective communicator and problem-solver and deriving greater satisfaction from your job. Barbara Czegel, North America's most well-known expert on Help Desk support services and training, uses dozens of fascinating scenarios and real-world examples to illustrate the right (and wrong) ways to handle virtually every situation you can encounter. She arms you with an arsenal of proven tools of the trade, including: * Eleven effective listening habits that improve your ability to solve problems * Techniques for increasing the speed and accuracy of problem resolution * Early warning systems and layered strategies for problem control * Tools for reducing calls and eliminating problems before they occur * A simple, step-by-step process for doing cost justifications * Methods for turning Help Desk interactions into marketing opportunities Visit our Web site at www.wiley.com/compbooks/
Implementing Service And Support Management Processes
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Author : Carrie Higday-Kalmanowitz
language : en
Publisher: The Stationery Office
Release Date : 2005-03-11
Implementing Service And Support Management Processes written by Carrie Higday-Kalmanowitz and has been published by The Stationery Office this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005-03-11 with Business & Economics categories.
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.
Effective Help Desk Specialist Skills
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Author : Darril Gibson
language : en
Publisher: Pearson IT Certification
Release Date : 2014-10-27
Effective Help Desk Specialist Skills written by Darril Gibson and has been published by Pearson IT Certification this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-10-27 with Computers categories.
All of today’s help desk support skills, in one easy-to-understand book The perfect beginner’s guide: No help desk or support experience necessary Covers both “soft” personal skills and “hard” technical skills Explains the changing role of help desk professionals in the modern support center Today, everyone depends on technology–and practically everyone needs help to use it well. Organizations deliver that assistance through help desks. This guide brings together all the knowledge you need to succeed in any help desk or technical support role, prepare for promotion, and succeed with the support-related parts of other IT jobs. Leading technology instructor Darril Gibson tours the modern help desk, explains what modern support professionals really do, and fully covers both of the skill sets you’ll need: technical and personal. In clear and simple language, he discusses everything from troubleshooting specific problems to working with difficult users. You’ll even learn how to manage a help desk, so it works better and delivers more value. Coverage includes: • How the modern help desk has evolved • Understanding your users’ needs, goals, and attitudes • Walking through the typical help desk call • Communicating well: listening actively and asking better questions • Improving interactions and handling difficult situations • Developing positive attitudes, and “owning” the problem • Managing your time and stress • Supporting computers, networks, smartphones, and tablets • Finding the technical product knowledge you need • Protecting the security of your users, information, and devices • Defining, diagnosing, and solving problems, step by step • Writing it up: from incident reports to documentation • Working in teams to meet the goals of the business • Using ITIL to improve the services you provide • Calculating help desk costs, benefits, value, and performance • Taking control of your support career Powerful features make it easier to learn about help desk careers! • Clear introductions describe the big ideas and show how they fit with what you’ve already learned • Specific chapter objectives tell you exactly what you need to learn • Key Terms lists help you identify important terms and a complete Glossary helps you understand them • Author’s Notes and On The Side features help you go deeper into the topic if you want to • Chapter Review tools and activities help you make sure you’ve learned the material Exclusive Mind Mapping activities! • Organize important ideas visually–in your mind, in your words • Learn more, remember more • Understand how different ideas fit together
Effective Help Desk Ticket Categories
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Author : Wayne Schlicht
language : en
Publisher:
Release Date : 2019-08-27
Effective Help Desk Ticket Categories written by Wayne Schlicht and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-08-27 with categories.
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.
Service And Operations Management
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Author : Cengiz Haksever
language : en
Publisher: World Scientific Publishing Company
Release Date : 2017-12-26
Service And Operations Management written by Cengiz Haksever and has been published by World Scientific Publishing Company this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-12-26 with Business & Economics categories.
The purpose of this book is to provide cutting-edge information on service management such as the role services play in an economy, service strategy, ethical issues in services and service supply chains. It also covers basic topics of operations management including linear and goal programming, project management, inventory management and forecasting.This book takes a multidisciplinary approach to services and operational management challenges; it draws upon the theory and practice in many fields of study such as economics, management science, statistics, psychology, sociology, ethics and technology, to name a few. It contains chapters most textbooks do not include, such as ethics, management of public and non-profit service organizations, productivity and measurement of performance, routing and scheduling of service vehicles.An Instructor's Solutions Manual is available upon request for all instructors who adopt this book as a course text. Please send your request to [email protected].
Itil For Dummies
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Author : Peter Farenden
language : en
Publisher: John Wiley & Sons
Release Date : 2012-04-23
Itil For Dummies written by Peter Farenden and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-04-23 with Business & Economics categories.
ITIL For Dummies provides an easy-to-understand introduction to using best practice guidance within IT service management. It breaks down the 5 stages of the service lifecycle into digestible chunks, helping you to ensure that customers receive the best possible IT experience. Whether readers need to identify their customers' needs, design and implement a new IT service, or monitor and improve an existing service, this official guide provides a support framework for IT-related activities and the interactions of IT technical personnel with business customers and users. Understanding how ITIL can help you Getting to grips with ITIL processes and the service lifecycle Implementing ITIL into your day to day work Learn key skills in planning and carrying out design and implementation projects