The Service Desk Handbook A guide to service desk implementation, management and support (Paperback)
Language: English
Published by IT Governance Publishing, Ely, 2020
- Softcover
- New
Seller: CitiRetail, Stevenage, United KingdomCitiRetail
AbeBooks seller since June 29, 2022
Condition: New
£ 25.99
Quantity: 1 available
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Paperback. 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 organisations 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. 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 organisations needs. This item is printed on demand. Shipping may be from our UK warehouse or from our Australian or US warehouses, depending on stock availability. …
Seller Inventory # 9781787782358
- Title
- The Service Desk Handbook A guide to service desk implementation, management and support (Paperback)
- Author
- Sanjay Nair
- Publisher
- IT Governance Publishing, Ely
- Publication year
- 2020
- Condition
- new
- Binding
- Paperback
- Language
- English
- ISBN 10
- 1787782352
- ISBN 13
- 9781787782358
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.
"Synopsis" may belong to another edition of this title.
About the Author
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.
"About the title" may belong to another edition of this title.
CitiRetail
Stevenage, United Kingdom
AbeBooks seller since June 29, 2022
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