The Service Desk Handbook: A Guide to Service Desk Implementation, Management and Support - Couverture souple

Nair, Sanjay

 
9781787782358: The Service Desk Handbook: A Guide to Service Desk Implementation, Management and Support
Couverture souple
ISBN 10 : 1787782352 ISBN 13 : 9781787782358
Editeur : IT Governance Publishing, 2020

Synopsis

An IT service desk is the first point of contact between users and an IT organisation. A service desk is a one-stop destination for enquiries, requests and reporting issues, ensuring continuing use of IT services without disruption. They have become intrinsic in modern organisations.

A service desk makes prioritising and responding to customer enquiries much more efficient, saving time and money. More and more organisations are understanding that customer satisfaction is key to developing their business.

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.

Suitable for service desk agents, supervisors and managers, as well as project managers and senior management looking to revise processes, this book will help readers get a service desk unit off the ground and act as a key reference guide once the service desk has been implemented.

Topics covered include:

  • Planning for a service desk;
  • Telephony and tooling;
  • The service desk team;
  • Documentation;
  • Performance measures; and
  • Technology considerations - artificial intelligence and platforms and tools.

Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.

À propos de l?auteur

Sanjay Nair has more than 23 years' experience in IT operations in the end-user domain. He has been working as a service desk manager for the past eight years, coaching and mentoring a multicultural team of agents in the banking and aviation sectors. Sanjay's primary responsibilities also include design and documentation of ITIL-compliant processes and procedures, having completed his ITIL intermediate level certifications during this time.

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
IT Governance Publishing
Date d'édition
2020
Langue
anglais
ISBN 10 
1787782352
ISBN 13 
9781787782358
Reliure
Broché
Nombre de pages
114
Coordonnées du fabricant
non disponible
Personne responsable
non disponible