Help Desk, Service Desk Best Practice Handbook: Building, Running and Managing Effective Support - Ready to use supporting documents bringing ITIL Theory into Practice
 |
|
Описание:
Covers every detail, including some missed in other books. 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 completelyaligned 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...Похожие книги
 | Anonymous Lawyer Автор: Jeremy Blachman Год: 2006 |
 | Time–Harmonic Electromagnetic Fields Автор: Roger F. Harrington Год: 2001 |
 | Word 2003 All-in-One Desk Reference for Dummies Автор: Doug Lowe Год: 2004 |
| Facilities Manager?s Desk Reference Автор: Jane M. Wiggins Год: 2010 |
