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Ivanka Menken
Transform and Grow Your Help Desk into a Service Desk within Service Operation: Service Desk, Help Desk Best Practice within Service Operation
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1655515Transform and Grow Your Help Desk into a Service Desk within Service Operation: Service Desk, Help Desk Best Practice within Service Operationhttps://www.gandhi.com.mx/transform-and-grow-your-help-desk-into-a-service-desk-within-service-operation-service-desk-help-desk-best-practice-within-service-operation/phttps://gandhi.vtexassets.com/arquivos/ids/598065/5c617ac3-8180-44ea-9d88-f51dd8c0c1ee.jpg?v=638335452620200000472656MXNEmereo PublishingInStock/Ebooks/<p>The primary goal of the Service Desk is to support the agreed IT service provision by ensuring the accessibility and availability of the IT-organization and by performing various supporting activities. Other objectives include:</p><p>- To act as a single point of contact for all user incidents, requests and general communication</p><p>- To restore normal service operation as quickly as possible in the case of disruption</p><p>- To improve user awareness of IT issues and to promote appropriate use of IT services and resources</p><p>- To assist other the other IT functions by managing user communication and escalating incidents and requests using defined procedures.</p><p>Many organizations have already seen the justification for the creation of a Service Desk team and are reaping these typical benefits gained through the implementation/improvement of a Service Desk function</p><p>- Improved customer service perception, and satisfaction</p><p>- Increased accessibility through the use of a single point of contact</p><p>- Better quality and speedier turnaround of requests</p><p>- Improved teamwork and communication</p><p>- Better managed infrastructure and control</p><p>- Improved usage of IT resources.</p><p>This bestselling book delivers - all the content you need to Grow a Helpdesk into a Service Desk, Covering:</p><p>- OPERATIONAL SUPPORT AND ANALYSIS FUNCTIONS</p><p>- THE SERVICE DESK</p><p>- Goal and objectives</p><p>- Benefits</p><p>- Service Desk organizational structures</p><p>- Service Desk Types (skill levels)</p><p>- Service Desk staffing</p><p>- TECHNICAL MANAGEMENT</p><p>- IT OPERATIONS MANAGEMENT</p><p>- TECHNOLOGY CONSIDERATIONS</p><p>- SUPPORTING DOCUMENTS</p><p>- IMPLEMENTATION PLAN/PROJECT PLAN</p><p>- SERVICE DESK TECHNOLOGY</p><p>- TERMINOLOGY</p><p>- SERVICE DESK OUTSOURCING TEMPLATE</p><p>- SERVICE DESK METRICS</p><p>- COMMUNICATION PLAN</p><p>- BUSINESS FLYERS</p><p>- ITIL V3 INCIDENT MANAGEMENT PROCESS FLOW DIAGRAM</p><p>- SERVICE DESK OBJECTIVES AND GOALS</p><p>- POLICIES OBJECTIVES AND SCOPE</p><p>- BUSINESS JUSTIFICATION DOCUMENT</p><p>- EVENT MANAGEMENT</p>...1633039Transform and Grow Your Help Desk into a Service Desk within Service Operation: Service Desk, Help Desk Best Practice within Service Operation472656https://www.gandhi.com.mx/transform-and-grow-your-help-desk-into-a-service-desk-within-service-operation-service-desk-help-desk-best-practice-within-service-operation/phttps://gandhi.vtexassets.com/arquivos/ids/598065/5c617ac3-8180-44ea-9d88-f51dd8c0c1ee.jpg?v=638335452620200000InStockMXN99999DIEbook20129781486432011_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9781486432011_<p>The primary goal of the Service Desk is to support the agreed IT service provision by ensuring the accessibility and availability of the IT-organization and by performing various supporting activities. Other objectives include:</p><p>- To act as a single point of contact for all user incidents, requests and general communication</p><p>- To restore normal service operation as quickly as possible in the case of disruption</p><p>- To improve user awareness of IT issues and to promote appropriate use of IT services and resources</p><p>- To assist other the other IT functions by managing user communication and escalating incidents and requests using defined procedures.</p><p>Many organizations have already seen the justification for the creation of a Service Desk team and are reaping these typical benefits gained through the implementation/improvement of a Service Desk function</p><p>- Improved customer service perception, and satisfaction</p><p>- Increased accessibility through the use of a single point of contact</p><p>- Better quality and speedier turnaround of requests</p><p>- Improved teamwork and communication</p><p>- Better managed infrastructure and control</p><p>- Improved usage of IT resources.</p><p>This bestselling book delivers - all the content you need to Grow a Helpdesk into a Service Desk, Covering:</p><p>- OPERATIONAL SUPPORT AND ANALYSIS FUNCTIONS</p><p>- THE SERVICE DESK</p><p>- Goal and objectives</p><p>- Benefits</p><p>- Service Desk organizational structures</p><p>- Service Desk Types (skill levels)</p><p>- Service Desk staffing</p><p>- TECHNICAL MANAGEMENT</p><p>- IT OPERATIONS MANAGEMENT</p><p>- TECHNOLOGY CONSIDERATIONS</p><p>- SUPPORTING DOCUMENTS</p><p>- IMPLEMENTATION PLAN/PROJECT PLAN</p><p>- SERVICE DESK TECHNOLOGY</p><p>- TERMINOLOGY</p><p>- SERVICE DESK OUTSOURCING TEMPLATE</p><p>- SERVICE DESK METRICS</p><p>- COMMUNICATION PLAN</p><p>- BUSINESS FLYERS</p><p>- ITIL V3 INCIDENT MANAGEMENT PROCESS FLOW DIAGRAM</p><p>- SERVICE DESK OBJECTIVES AND GOALS</p><p>- POLICIES OBJECTIVES AND SCOPE</p><p>- BUSINESS JUSTIFICATION DOCUMENT</p><p>- EVENT MANAGEMENT</p>9781486432011_Emereo Publishinglibro_electonico_88943976-a3f7-4cad-acc0-1a706dded70f_9781486432011;9781486432011_9781486432011Ivanka MenkenInglésMéxicohttps://getbook.kobo.com/koboid-prod-public/ingram52-epub-5b456613-0295-4667-8353-292eb7d96839.epub2012-10-24T00:00:00+00:00Emereo Publishing