A Guide to Service Desk Concepts:

ISBN-10: 1285063457

ISBN-13: 9781285063454

Edition: 2013

Authors: Donna Knapp

List price: $147.95
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Description:

Translate technical expertise into an effective career in computer user support with the help of Knapp's A GUIDE TO SERVICE DESK CONCEPTS, 4E. This trusted, contemporary guide introduces the latest developments, research, resources and trends as they happen in computer user support. Readers explore the various types of service desks and gain a solid understanding of the diverse roles and skills required. This edition also reviews the processes and technologies that ensure the service desk is operating effectively and examines how today's leading organizations measure service desk success. The author references the very latest ITIL 2011 best practices, leading quality and IT service management frameworks and standards to ensure this edition presents the most recent information regarding the role of outsourcing and certification in the service desk. New case studies and projects as well as updated chapters highlight the evolving role of the service desk and how technology trends, such as cloud computing, virtualization, mobile technology and consumerization, are impacting the service desk. New material also examines the current emphasis on self-help and the effects of self-healing capabilities within newer generation technologies.
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Book details

List price: $147.95
Copyright year: 2013
Publisher: Course Technology Ptr
Binding: Paperback
Pages: 416
Size: 7.25" wide x 8.75" long x 0.75" tall
Weight: 1.562
Language: English

Preface
Introduction to Service Desk Concepts
The Evolution of Technical Support
The Evolution from Help Desk to Service Desk
Components of a Successful Service Desk
People
Processes
Technology
Information
Customer Service-The Bottom Line
Chapter Summary
Key Terms
Review Questions
Hands-On Projects
Case Projects
Service Desk Operations
Types of Customer Service and Support Organizations
Service Desk Mission
Internal Service Desks
Internal Service Desk's Role
Internal Service Desk's Position in the Organization
External Service Desks
External Service Desk's Role
External Service Desk's Position in the Organization
Case Study: Service Industry Awards
Sizes of Service Desks
Small Service Desks
Large Service Desks
Service Desk Structures
Centralized Service Desks
Decentralized Service Desks
Centrally Decentralized Service Desks
Service Desks as Cost Centers or Profit Centers
Service Desks as Cost Centers
Service Desks as Profit Centers
Service Desk Outsourcing
The Service Desk Supplier Role
The Service Desk Model
Chapter Summary
Key Terms
Review Questions
Hands-On Projects
Case Projects
The People Component: Service Desk Roles and Responsibilities
Principal Job Categories
Front-Line Service Providers
Dispatcher
Level One Analyst
Level One Specialist
Front-Line Service Provider Responsibilities
Job Responsibilities
Professional Responsibilities
Case Study: Preventing Computer Viruses
Skills Required on the Front Line
Business Skills
Technical Skills
Soft Skills
Self-Management Skills
Service Desk Management Personnel
Senior Service Desk Manager
Service Desk Manager
Service Desk Supervisor or Team Leader
Skills Required for Service Desk Management
Supporting Roles
Knowledge Management System Administration
Network Monitoring
Case Study: Establishing an Operations Bridge
Service Management and Improvement
Technical Support
Training
Characteristics of a Successful Service Desk Team
Chapter Summary
Key Terms
Review Questions
Hands-On Projects
Case Projects
The Process Component: Service Desk Processes and Procedures
The Anatomy of Processes
Evolution of Processes
Using Process Frameworks and Standards
Quality Management and Improvement Frameworks and Standards
Total Quality Management (TQM)
Six Sigma
ISO 9000
IT Service Management Frameworks and Standards
Information Technology Infrastructure Library� (ITIL�)
Microsoft Operations Framework (MOF)
ISO/IEC 20000
Common Process Characteristics
Common Processes Used in Service Desks
Incident Management Process
Customer Entitlement
Incident Categorization and Prioritization
Incident Escalation
Incident Ownership
Incident Notification
Problem Management Process
Problem Investigation and Diagnosis
Request Fulfillment Process
Distinguishing Incident Management and Request Fulfillment
Knowledge Management Process
Change Management Process
Service Asset and Configuration Management Process
Integrating the Service Desk Processes
Relationship Management and Quality Improvement Processes
Service Level Management
Business Relationship Management
Trend Analysis
Why Processes Are Important
Chapter Summary
Key Terms
Review Questions
Hands-On Projects
Case Projects
The Technology Component: Service Desk Tools and Technologies
How Technology Benefits the Service Desk
Selecting and Implementing Service Desk Technologies
Telephone Technologies and Services
Telephone Technologies
Telephone Services
Email
Using Email to Communicate with Customers
The Web
Case Study: Popular IT Portals and Blogs
Incident Management Systems
Homegrown Incident Tracking Systems
Commercial Incident Management Systems
Integrated ITSM Solutions
Case Study: Living in the Cloud
Knowledge Management Systems
Search Retrieval Techniques
Storage Methods
Configuration Management Systems
Remote Support Technologies
Remote Control Systems
Remote Monitoring Systems
Self-Healing Systems
Software Distribution Systems
Service Desk Communication Tools
Whiteboards
Dashboards
Instant Messaging Systems
Social Media
Tools Used by Service Desk Management
Staffing and Scheduling Systems
ACD Supervisor Console
Customer Surveying Systems
Integrating Processes and Technology
Steps for Selecting Technology
Step 1. Define the Goals
Step 2. Define the Requirements
Step 3. Weight the Requirements
Step 4. Identify Candidate Vendors
Step 5. Evaluate Candidate Vendors
Step 6. Evaluate the Finalists
Step 7. Make a Final Decision
Chapter Summary
Key Terms
Review Questions
Hands-On Projects
Case Projects
The Information Component: Service Desk Performance Measures
Information as a Resource
How the Pros Do It: Demonstrating Productivity
Data Categories Captured by Service Desks
Customer Data
Incident Data
Status Data
Resolution Data
Team Performance Measures
Service Desk Goals
Service Level Agreements
Customer Satisfaction Surveys
Benchmarking
Individual Performance Measures
Individual Performance Goals
Employee Performance Plan
Monitoring
Skills Inventory Matrix
Individual Contributions to Team Goals
Chapter Summary
Key Terms
Review Questions
Hands-On Projects
Case Projects
The Service Desk Setting
Service Desk Setup
Location of the Service Desk
Physical Layout of the Service Desk
Analysts' Personal Workspace
Chair
Monitor
Keyboard and Mouse
Telephone and Headset
Lighting
Good Work Habits for Analysts
Create a Beginning of Day (BOD) Procedure
Manage Priorities
Create a "What I Need to Know" List
Create a "What Coworkers Need to Know" List
Utilize Peak Productivity Times
Eliminate or Minimize Time Robbers
Place a Mirror on Your Desk
Take Breaks
Recognize Learning as the Labor of the Information Age
Chapter Summary
Key Terms
Review Questions
Hands-On Projects
Case Projects
Customer Support as a Profession
Service Desk Industry Trends and Directions
Multigenerational Support
Multichannel Support
Anytime, Anywhere, Any Device Support
Collapsing Support Levels
24/7 Support
Fee-Based Support
Global Support
Use of Best Practice Frameworks and Standards
Outsourcing
Service Desk as a Profession
Role of Certification in the Service Desk
HDI Certification
TSIA Certification
ITIL Certification
Project Management Certification
CompTIA Certification
Vendor Certifications
Preparing for a Career in the Service Desk
Work Experience
Education and Training
Self-Study
Transitioning to a Management Position
Focus on the Big Picture
Learn About Managing and Working on Projects
Serve as a Consultant to Your Staff
Learn to Delegate
Lead and Coach Your Staff
Learn to Use Information
Broaden Your Skills Base
Chapter Summary
Key Terms
Review Questions
Hands-On Projects
Case Projects
Job Descriptions for the Service Desk
Service Desk Resources
Glossary
Index
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