This thorough book provides a clear roadmap to designing, implementing and operating a help desk. The author leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement.
The book starts with an initial strategy that is focused on planning help desk services that are completely aligned to requirements and are based on a mission statement.
This business-oriented approach is refreshing and will keep IT grounded in the real reasons for a help desk. More importantly is the process for careful selection of services to provide. An overly ambitious set of service goals will kill a help desk implementation early in its life by offering too much before there is a stable help desk process in place.
This book is realistic and lays the foundation for a success implementation. The section on the actual design of the help desk structure provides insights and information that can be applied to a large number of solutions. Since help desks will be organized in accordance with requirements and unique mission statements, this section of the book is like a catalog of patterns.
| - File: |
 pdf |
| - Pages: | 585 |
| - Language: |
English |
| - Size: | 6.18 MB |
| - Code: | E-Book-ITSM-SerD |
Below is a list of documents you will find in the E-book. Click on index file button to see which contents are included.
|
|
|
|
|
|
|
|
|
IT toolkit has REVOLUTIONIZED our IT, It forms the bedrock of our SOP toolkit, enables us to generate run books and has dramatically lowered the cost of training new IT staff, while increasing user's satisfation .
Once we implemented IT Toolkit, all of that changed. Now we have an IT final plan that looks professional, is well organized and makes it easy for everyone to find the information that they need.
The responses from clients has been very positive as well. Even the ones who have the information don't have it as wellorganized as we do and they really appreciate having everything together. Most importantly, we are becoming more efficient and that leads to greater IT Manager!
The toolkits provides a framework for a best practice implementation - where if your best practice changes or refines, your entire documentation environment follows.
The IT Toolkit brings order to the chaos of managing and delivering on documentation for our clients. It has let me reduce the burden on my engineers managing documentation and allowed them to focus back on the client. It's a game changer .
I have been searching for a good tool that will help avoid duplicate entries for documentation purposes. The IT Toolkit did just that and more. All of our engineers absolutely love this tool. We eliminated 2 tools and replaced them with the IT Toolkit which is much more effective and faster.
The step-by-step IT Toolkit is easy to use and there is zero ramp up time - you can read this clearly laid out ebook and implement right away. I appreciate that you make the process easier on my clients and still give them 100% control.
The IT Toolkit gives me a broader understanding of the use and efficency of IT management. It presents a friendly, easy way to do something I've known would be good for me.
The toolkit is helping organize my thoughts and training methods with our IT Inside crew already.
Excellent IT Toolkits. It is a must for all CIO and technology managers.
A very useful toolkit. It's one of the best tools I have ever taken. I wish all IT managers could take it.
These toolkits have helped me gain confidence in my ability and empowered me to be an IT manager.