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

The primary goal of the Service Desk is to support the agreed IT service provision by ensuring the accessibility and availability of the IT-organization and by performing various supporting activities. Other objectives include:- 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