Transform and Grow Your Help Desk into a Service Desk within Service Operation: Service Desk, Help Desk Best Practice within Service Operation

- To act as a single point of contact for all user incidents, requests and general communication

- To restore 'normal service operation' as quickly as possible in the case of disruption

- To improve user awareness of IT issues and to promote appropriate use of IT services and resources

- To assist other the other IT functions by managing user communication and escalating incidents and requests using defined procedures.

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

- Improved customer service perception, and satisfaction

- Increased accessibility through the use of a single point of contact

- Better quality and speedier turnaround of requests

- Improved teamwork and communication

- Better managed infrastructure and control

- Improved usage of IT resources.

This bestselling book delivers - all the content you need to Grow a Helpdesk into a Service Desk, Covering:

- OPERATIONAL SUPPORT AND ANALYSIS FUNCTIONS

- THE SERVICE DESK

- Goal and objectives

- Benefits

- Service Desk organizational structures

- Service Desk Types (skill levels)

- Service Desk staffing

- TECHNICAL MANAGEMENT

- IT OPERATIONS MANAGEMENT

- TECHNOLOGY CONSIDERATIONS

- SUPPORTING DOCUMENTS

- IMPLEMENTATION PLAN/PROJECT PLAN

- SERVICE DESK TECHNOLOGY

- TERMINOLOGY

- SERVICE DESK OUTSOURCING TEMPLATE

- SERVICE DESK METRICS

- COMMUNICATION PLAN

- BUSINESS FLYERS

- ITIL V3 INCIDENT MANAGEMENT PROCESS FLOW DIAGRAM

- SERVICE DESK OBJECTIVES AND GOALS

- POLICIES OBJECTIVES AND SCOPE

- BUSINESS JUSTIFICATION DOCUMENT

- EVENT MANAGEMENT