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"An important contribution to an increasingly significant aspect of I.T." -- IT Manager, UK
Product Description
This volume came about as a result of the authors' own practical experience in Help Desk operation and management and of hundreds of workshops the authors have conducted world-wide over the last fifteen years. It is intended to be a practical reference guide, but the suggestions, checklists and templates all need to be interpreted and amended in the light of the culture, technology, service maturity and constraints of each individual organization.
Delegates frequently ask us: "What is the best Help Desk software package?" or "What is the best way to set up a Help Desk?" Our only response has to be "Best for whom? It all depends." A key objective of this book is to show how and why "It all depends" and to provide readers with the best possible information on which to understand and evaluate options and to select the best - for them. If there is one thing we have learned over the last years, it is this: Good service has no history. Bad service has infinite history.
Based on extensive feedback from delegates from most of the Fortune 1,000 companies who have attended courses presented through Frost & Sullivan (Europe), AIC (South Africa), Monadnock (UK), The Infomatics Resource Centre (UK), IIR (UK), Digital Equipment (UK), Logtel (South America), CEL (Asia Pacific), UPMOCL (Middle East), Finborough Seminars, as well as delegates of in-company training for organizations like Dow Europe (Switzerland), The Intervention Board, BP, Shell International Petroleum, Logica (UK), Arthur Andersen (UK), Rolls Royce (UK), Global One (Germany and USA), Caterpillar (Switzerland), GAK (Netherlands), European Commission (Belgium), Transnet (South Africa), Sun Valley (UK), Nikon Precision (UK).
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Do you want a Help Desk as a strategic tool - the stethoscope on the heart of the organization, identifying the slightest sign of sickness, prescribing treatment to keep the patient - the whole organization - healthy? Read the first page Key Phrases - Capitalized Phrases (CAPs): (learn more)
Keep Your Customers, Solutions Manager, Customer Satisfaction Survey, Frequently Asked Questions, Purdue University, Yvonne Gunn New!
Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
- Complete Guide to IT Service Level Agreements: Matching Service Quality to Business Needs (1999/2000 EDITION) by Andrew Hiles in Back Matter
- Applied Psychology in Personnel Management by Wayne F. Cascio on page 96
- Health and Safety (Statutory Instruments) by The Stationery Office in Back Matter
- Middle East (Pt. 19) by London Stanley Gibbons Ltd in Back Matter
- Motivating and Managing Computer Personnel (Business Data Processing) by J. Daniel Couger on page 105
See all 10 books this book cites
- E-Business Service Level Agreements: Strategies for Service Providers, E-Commerce and Outsourcing by Andrew Hiles in Front Matter, and Back Matter
- Business Continuity: Best Practices--World-Class Business Continuity Management, Second Edition by Andrew Hiles in Back Matter (1), and Back Matter (2)
- Enterprise Risk Assessment and Business Impact Analysis: Best Practices by Andrew Hiles in Front Matter, and Back Matter
- The Complete Guide to IT Service Level Agreements: Aligning IT Service to Business Needs (3rd Edition) by Andrew Hiles in Front Matter, and page 29
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