Get A Guide to Service Desk Concepts , Third Edition PDF

By Knapp

ISBN-10: 0324785062

ISBN-13: 9780324785067

A consultant to provider table ideas, 3rd variation, discusses the different sorts of carrier desks that exist, how they're measured through the firms they help, the various roles and talents required inside of a customary carrier table, and the techniques and applied sciences well-known to make sure the carrier table is working successfully and successfully. during this version, the writer additionally contains references to ITIL V3 most sensible practices, best caliber and IT provider administration frameworks and criteria, updated examine, traits, case stories and assets, and the newest information about the position of outsourcing and certification within the provider table.

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Extra info for A Guide to Service Desk Concepts , Third Edition

Sample text

Poorly trained service desk staff, insufficient staff, and incorrect or inadequate procedures can leave customers with a bad impression of the entire organization. Chapter 5 explores how service desks use the Internet to provide self-services. Although the service desk plays a critical role, it cannot function independently and must build positive working relationships with other parts of the organization to succeed. As a result, service desks are often structured in a series of levels or lines, an approach commonly known as a multi-level support model.

These devices are perceived to be fairly easy to use. Do they need to be supported? Talk to three people who regularly use one of these devices. If you use one of these devices regularly, you can count yourself as an interviewee. Ask each person the following questions: • How did you learn to use this device? • If you had questions, how did you get answers? • Are you using all of the features and functionality this device provides? If not, why? • Have you had any trouble using this device? If so, how were the incidents resolved?

Likewise, failing to define what products the service desk supports causes Chapter Summary them to receive calls about products for which they are not trained and have difficulty supporting. Instead, a service desk must manage customer expectations, which, in turn, leads to customer satisfaction. Customer satisfaction reflects the difference between how a customer perceives he or she was treated and how a customer expects to be treated. Managing expectations involves clearly communicating to customers what the service desk can and cannot do to meet their needs, given available resources.

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A Guide to Service Desk Concepts , Third Edition by Knapp


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