Download e-book for kindle: A Guide to Service Desk Concepts , Third Edition by Knapp
A advisor to carrier table options, 3rd variation, discusses the different sorts of provider desks that exist, how they're measured through the companies they aid, the various roles and talents required inside a customary provider table, and the procedures and applied sciences usual to make sure the carrier table is working successfully and successfully. during this version, the writer additionally comprises references to ITIL V3 top practices, best caliber and IT carrier administration frameworks and criteria, up to date learn, tendencies, case reviews and assets, and the newest information about the function of outsourcing and certification within the carrier table.
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Additional resources for A Guide to Service Desk Concepts , Third Edition
Assemble a team of at least three of your classmates. Select a product that everyone is familiar with and has purchased at some point. It does not have to be a hardware or software product (for example, you could select a clothing item or a medicine such as aspirin). Brainstorm and document the value of the selected item to you and your classmates. Case Projects Case Projects 1. 2. Bulldog Boards Manufacturing Company. The Bulldog Boards Manufacturing Company, a producer of high-quality wakeboards, bindings, and boots, recently won an international contract that will signiﬁcantly increase its sales.
12. What is it called when a person bypasses the formal support structure and seeks computer-related assistance from a coworker? 13. Why do many companies consider the service desk a strategic corporate resource? 14. Describe the diﬀerence between a world class company and a best-in-class company. 15. Describe the characteristics of a world class help desk. 27 CHAPTER 1 Introduction to Service Desk Concepts 16. How is a service desk diﬀerent than a help desk? 17. What are the beneﬁts of having the service desk perform tasks that various other support groups performed historically?
In this dynamic environment, companies have diﬃculty ﬁnding and keeping people who possess the mix of skills needed to take on the expanding responsibilities of the service desk. The principal skills required to work successfully at a service desk include: 18 • Business skills—The skills people need to work successfully in the business world, such as the ability to understand and speak the language of business and the ability to analyze and solve business problems. Business skills also include the skills people need that are unique to the profession their service desk supports, such as accounting skills or banking skills, and the skills that are unique to the service industry, such as understanding the importance of meeting customers’ needs and managing their expectations.
A Guide to Service Desk Concepts , Third Edition by Knapp