The Help Desk Audit Toolkit: Companion CD [CD-ROM]

Julie L. Mohr (Author)

Book Description

Publication Date: August 15, 2003

In workshops conducted for The Help Desk Audit: Blueprint for Success, we have often heard many requests for the samples in the book in an electronic form. In an effort to help you get started with implementing change in your support environment, we have assembled all the templates and a whole lot more into one CD. Below is a description of what is included on The Help Desk Audit Toolkit: Companion CD. We hope it helps you to successfully change your support organization into a mature, customer-focused environment. Project Plan Template(Project)-An overview of all the elements of a successful enhancement project. Business Case Template(Word)-A template to create a business case to demonstrate the overall benefits and costs of an enhancement project. Help Desk Audit Overview(PowerPoint)-A PowerPoint presentation used in the workshop. Vision Mission Worksheet(Word)-A worksheet to help you create a vision/mission statement. Organization Chart(Visio)-An organization chart that you can modify to meet your needs. List of Products & Services Provided(Excel)-An outline to help you get started in creating a list of products and services provided. Site Audit(Excel)-This is a document that you can send out to your support partners and solicit information about their environment to add to your list of products & services. Level-1 Analyst Position Description(Word)-A sample position description for a level-1 analyst. Level-2 Analyst Position Description(Word)-A sample position description for a level-2 analyst. Help Desk Manager Position Description(Word)-A sample position description for a help desk manager. Staffing Model(Excel)A sample staffing model for determining the number of staff to support your customers based upon basic information about your support environment. Note: This is not a full-staffing model and does not use Erlang-C formulas. Performance Measurement Matrix(Excel)-A list of performance measurements for the help desk. Skills Assessment(Word)-A form to give

Editorial Reviews

About the Author

For over 14 years, Julie L. Mohr has been passionate about service and support management. She is a Principal Research Analyst and Author at BlueprintAudits.com. Her broad range of experiences include teaching ITSM and COBIT courses worldwide, working as Director of Professional Services and as a Managing Consultant. She has worked as a technical advisor to the Department of Education, a support manager at the National Institutes of Health and as a support analyst at NASA. Julie is a certified Helpdesk Director and certified ITIL® Service Manager. Julie provides imaginative insight and dynamic leadership to transform service and support organizations into best practice, customer-focused environments. She has helped organizations to implement Knowledge Management, ITSM, IT Governance, organization enhancements, process re-engineering and service level management. Julie is an active contributor to the future development of the industry through speaking engagements at conferences worldwide and publishing over 150 articles on best practices. Julie is the author of The Help Desk Audit: Blueprint for Success, The Help Desk Toolkit: Companion CD and The Help Desk Dictionary, and maintains an informative industry website for practitioners at www.blueprintaudits.com. She is also a member of IEEE Computer Society, ISACA, HDI, itSMF, ICMI and the Association of Support Professionals.

Product Details

• CD-ROM: 30 pages
• Publisher: BlueprintAudits.com; CD-ROM edition (August 15, 2003)
• Language: English
• ISBN-10: 0974080810
• ISBN-13: 978-0974080819
• Product Dimensions: 5.5 x 4.8 x 0.2 inches
• Shipping Weight: 1.6 ounces (View shipping rates and policies)
• Average Customer Review: 5.0 out of 5 stars  See all reviews (3 customer reviews)
• Amazon Best Sellers Rank: #1,681,291 in Books (See Top 100 in Books)
  • #94 in Books > Computers & Technology > Business & Culture > Technical Support

Customer Reviews

Most Helpful Customer Reviews

5 of 6 people found the following review helpful:

5.0 out of 5 stars Time-saver and augments "The Help Desk Audit" book, March 6, 2004

By 

Mike Tarrani "www.tarrani.com" (Deltona, FL USA) - See all my reviews
(COMMUNITY FORUM 04)    (REAL NAME)   

This review is from: The Help Desk Audit Toolkit: Companion CD (CD-ROM)

If you've purchased "The Help Desk Audit: Blueprint for Success" (0974080802), or you're an experienced help desk consultant seeking a ready-made set of tools this collection of documents is invaluable.

First, if you have purchased the book you'll save literally dozens of hours because you will not need to recreate the forms and other tools on this CD ROM. If will cut the time to perform the audit, and will enable you to manage your findings in a systematic manner.

If you are a consultant who already has an assessment methodology, the forms and documents are still useful and their function should be immediately apparent. More importantly, you'll save many hours by tailoring them to your specific practices instead of designing them from scratch. As a side note, regardless of the methodology or approach you currently employ I strongly recommend you consider the book from which this CD ROM's contents are derived - it is one of the most thorough approaches I've seen.

Regardless of your objectives, if you work with help desks this CD ROM provides invaluable documents that you can either immediately use, or quickly tailor to meet specific or unique requirements.

2 of 2 people found the following review helpful:

5.0 out of 5 stars Fantastic Book and CD!, October 16, 2007

By 

JOHN (Liverpool, NY United States) - See all my reviews
(REAL NAME)   

Amazon Verified Purchase

This review is from: The Help Desk Audit Toolkit: Companion CD (CD-ROM)

I purchased this companion CD and booklet as I became the Coordinator for a Help Desk that was in disarray. After auditing the Help Desk and using the document templates included, I was able to complete turn around our failing Help Desk into a successful group. I can't tell you enough of how valuable this was for my success! I'd give 8 stars out of 5 if I could!

5.0 out of 5 stars The Help Desk Audit Book and CD, March 1, 2006

By 

Steven Harrell "Steve Harrell" (Indianapolis IN) - See all my reviews
(REAL NAME)   

This review is from: The Help Desk Audit Toolkit: Companion CD (CD-ROM)

This is an excellent tool for an internal audit of and organization Help Desk performance. All Help Desk Manager should complete this audit annually and measure the progress toward their continues improvement goals.