Service Desk Handbook - A guide to service desk implementation, management and support (inbunden)
Fler böcker inom
Format
Häftad (Paperback / softback)
Språk
Engelska
Utgivningsdatum
2020-09-15
Förlag
IT Governance Publishing
Dimensioner
198 x 129 x 6 mm
Vikt
123 g
ISBN
9781787782358

Service Desk Handbook - A guide to service desk implementation, management and support

av Sanjay Nair
(1 röst)  |   Läs 1 recension
Häftad,  Engelska, 2020-09-15
275
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Finns även som
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.

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Kundrecensioner

Det finns 1 recension av Service Desk Handbook - A guide to service desk implementation, management and support. Har du också läst boken? Om du har köpt den på Bokus.com vill vi gärna höra vad du tyckte om den! Sätt ditt betyg »
  1. Pytteliten kom-ihåg-bok
    -, 21 juli 2022

    Det här är en väldigt kort och översiktlig liten skrift (typ A5-format) som går igenom de övergripande frågorna i att hantera IT-support. Mer som en fusklapp än en komplett bok.

    Tyckte du att den här recensionen var till hjälp?

    Ja Nej Anmäl

Fler böcker av Sanjay Nair

Övrig information

Sanjay Nair has more than 23 years' experience in IT operations in the end-user domain. He has worked 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 other responsibilities include designing and documenting ITIL-compliant processes and procedures; he is ITIL certified.

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