Customer Reviews

The Help Desk Audit Toolkit: Companion CD

5 star:		(3)
4 star:		(0)
3 star:		(0)
2 star:		(0)
1 star:		(0)

 

 

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.

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!

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.