Building & Managing a World Class IT Help Desk

en Limba Engleză Paperback – 15 mai 2001

Get full details on how to set up an efficient help desk using this comprehensive resource. Real-world examples and step-by-step instructions for doing everything from choosing a staff to implementing the latest technologies make this book truly a blueprint for help desk success.

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Specificații

ISBN-13: 9780072132373
ISBN-10: 007213237X
Pagini: 583
Ilustrații: 1
Dimensiuni: 183 x 231 x 34 mm
Greutate: 1.02 kg
Editura: McGraw Hill Education
Colecția McGraw-Hill Education
Locul publicării:United States

Cuprins

Part I: What Is A Help Desk and Why Would I Want One?

Chapter 1: Help Desk Concepts.

Chapter 2: Why Do I Want One?

Part II: I Want A Help Desk. Go Create One.

Chapter 3: Identify the Drivers.

Chapter 4: Define the As Is.

Chapter 5: Define the Help Desk Processes.

Chapter 6: Budgeting.

Chapter 7: Organization Options.

Chapter 8: Staffing Your Help Desk.

Chapter 9: Tools for Your Help Desk.

Chapter 10: Beginning Operations.

Part III: I Like My Help Desk. How Can I Keep It Going?

Chapter 11: Preventing Burnout.

Chapter 12: Implement Some New Processes.

Chapter 13: Measuring Your Help Desk.

Chapter 14: Promoting Your Help Desk.

Chapter 15: More Tools for Your Help Desk.

Chapter 16: Developing Your People.

Chapter 17: The Business of a Help Desk.

Part IV: I Hate My Help Desk. Fix It!

Chapter 18: Identify Perceived Issues.

Chapter 19: Move Forward.

Chapter 20: How Not to be Outsourced.

Part V: Taking Your Help Desk to Another Level.

Chapter 21: The People.

Chapter 22: The Processes.

Chapter 23: The Tools.

Appendix A: Sample Job Descriptions.

Appendix B: Sample Service Level Agreement.

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