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