Sanjay Nair
1. The Service Desk Handbook – A guide to service desk implementation, management and support
The Service Desk Handbook – A guide to service desk implementation, management and support
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Form:Thalia Hörbuch-Abo
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Sprache:Englisch
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Beschreibung
Produktdetails
Family Sharing
Ja
Gesprochen von
Stephen PerringSpieldauer
1 Stunde und 33 Minuten
Abo-Fähigkeit
Ja
Erscheinungsdatum
17.03.2023
Hörtyp
Lesung
Fassung
ungekürzt
Medium
MP3
Anzahl Dateien
14
Verlag
It Governance Publishing LtdSprache
Englisch
EAN
9781787784246
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® 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.
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® 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.
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