A Guide to Service Desk Concepts International Student Edition 3rd Edition

Description

A Guide to Service Desk Concepts: Service Desk and the IT Infrastructure Library, 3e, International Edition discusses the different types of help desks that exist, how they are measured by the organizations they support, the varying roles and skills required within a typical help desk, and the processes and technologies commonly employed to ensure the help desk is operating efficiently and effectively. In the third edition, the author also incorporates the use of ITIL standards, which are becoming increasingly widespread in the help desk field.

CONTENTS:

1. Introduction to Help Desk Concepts.

2. Service Desk Operations.

3. The People Component: Service Desk Roles and Responsibilities.

4. The Process Component: Service Desk Processes and Procedures.

5. The Technology Component: Service Desk Tools and Technologies.

6. The Information Component: Service Desk Performance Measures.

7. The Service Desk Setting.

8. Customer Support as a Profession.

Appendix A: Job Descriptions for the Service Desk.

Appendix B: Service Desk Resources.