{"product_id":"9781486432011","title":"Transform and Grow Your Help Desk into a Service Desk within Service Operation: Service Desk, Help Desk Best Practice within Service Operation","description":"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:\u003cp\u003e\u003cbr\u003e- To act as a single point of contact for all user incidents, requests and general communication\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e- To restore 'normal service operation' as quickly as possible in the case of disruption\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e- To improve user awareness of IT issues and to promote appropriate use of IT services and resources\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e- To assist other the other IT functions by managing user communication and escalating incidents and requests using defined procedures.\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e\u003cbr\u003e\u003c\/p\u003e\u003cp\u003eMany 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\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e- Improved customer service perception, and satisfaction\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e- Increased accessibility through the use of a single point of contact\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e- Better quality and speedier turnaround of requests\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e- Improved teamwork and communication\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e- Better managed infrastructure and control\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e- Improved usage of IT resources.\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e\u003cbr\u003eThis bestselling book delivers - all the content you need to Grow a Helpdesk into a Service Desk, Covering:\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e- OPERATIONAL SUPPORT AND ANALYSIS FUNCTIONS\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e- THE SERVICE DESK\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e- Goal and objectives\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e- Benefits\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e- Service Desk organizational structures\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e- Service Desk Types (skill levels)\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e- Service Desk staffing\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e- TECHNICAL MANAGEMENT\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e- IT OPERATIONS MANAGEMENT\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e- TECHNOLOGY CONSIDERATIONS\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e- SUPPORTING DOCUMENTS\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e- IMPLEMENTATION PLAN\/PROJECT PLAN\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e- SERVICE DESK TECHNOLOGY\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e- TERMINOLOGY\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e- SERVICE DESK OUTSOURCING TEMPLATE\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e- SERVICE DESK METRICS\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e- COMMUNICATION PLAN\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e- BUSINESS FLYERS\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e- ITIL V3 INCIDENT MANAGEMENT PROCESS FLOW DIAGRAM\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e- SERVICE DESK OBJECTIVES AND GOALS\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e- POLICIES OBJECTIVES AND SCOPE\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e- BUSINESS JUSTIFICATION DOCUMENT\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e- EVENT MANAGEMENT\u003c\/p\u003e","brand":"Emereo Publishing","offers":[{"title":"Default Title","offer_id":47144724070640,"sku":"9781486432011","price":18.49,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9781486432011_p0.jpg?v=1763634917","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9781486432011","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}