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Service Desk Handbook – A guide to service desk implementation, management and support  
Author(s): Sanjay Nair
Published by IT Governance Publishing
Publication Date:  Available in all formats
ISBN: 9781787782358
Pages: 114
https://doi.org/9781787782358

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ISBN: 9781787782358 Price: INR 1754.00
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Table of contents

  • Cover
  • Title
  • Copyright
  • Dedication
  • About the Author
  • Prologue
  • Acknowledgements
  • Contents
  • Chapter 1: What is a service desk?
    • Mission and vision statements
    • The environment
  • Chapter 2: Planning for a service desk
    • 1. Type of support experience you want to deliver
    • 2. Staffing requirements
    • 3. Well-defined categorisation and prioritisation
    • 4. Service level agreements (SLAs)
    • 5. Knowledge base and self-service portal
    • 6. Track and improve on key metrics
  • Chapter 3: Telephony and ITSM tools
    • Telephony
    • ITSM tool
    • ITSM configuration
  • Chapter 4: The service desk team
    • Respect and integrity
    • Teamwork
    • Quality service and performance
    • Efficient and proactive
    • Single point of contact
    • The service desk agent
    • The service desk manager
  • Chapter 5: Documentation
    • Standard operating procedure manual (SOP)
    • Knowledge base (solution database)
    • Process documents
    • Responsibilities of an incident manager
    • RACI matrix
    • RACI matrix
    • Responsibilities of a problem manager
    • RACI matrix
    • Operational level agreement (OLA)
    • Service catalogue
    • Service request approval matrix
    • IT policy and procedure manual
  • Chapter 6: Performance measures
    • Critical success factors (CSFs)
    • Key performance indicators
    • Balanced scorecard
    • Metrics for customer satisfaction survey
    • Evaluation and appraisal
    • Quantitative evaluation
    • Qualitative evaluation
  • Chapter 7: An insight into the future
    • Current scenario
    • Future scenario
    • Key features
    • Objectives of a smart service desk
    • Role of the future service desk agent
    • Benefits to the organisation
    • ITIL 4
  • Chapter 8: Technology considerations
    • Artificial intelligence
    • Chatbots
    • Others uses of AI in the service desk
    • AI in IT support
    • Managers
    • AI in knowledge management
    • AI in change management
    • AI in IT asset management
  • Chapter 9: General reference
    • Tips for the service desk
    • Certifications for individuals
    • Certification for the service desk unit
    • Common terms explained
    • Root cause analysis – overview
    • Root cause analysis methods
  • Chapter 10: Conclusion
  • Further reading
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Table of contents
  • Cover
  • Title
  • Copyright
  • Dedication
  • About the Author
  • Prologue
  • Acknowledgements
  • Contents
  • Chapter 1: What is a service desk?
    • Mission and vision statements
    • The environment
  • Chapter 2: Planning for a service desk
    • 1. Type of support experience you want to deliver
    • 2. Staffing requirements
    • 3. Well-defined categorisation and prioritisation
    • 4. Service level agreements (SLAs)
    • 5. Knowledge base and self-service portal
    • 6. Track and improve on key metrics
  • Chapter 3: Telephony and ITSM tools
    • Telephony
    • ITSM tool
    • ITSM configuration
  • Chapter 4: The service desk team
    • Respect and integrity
    • Teamwork
    • Quality service and performance
    • Efficient and proactive
    • Single point of contact
    • The service desk agent
    • The service desk manager
  • Chapter 5: Documentation
    • Standard operating procedure manual (SOP)
    • Knowledge base (solution database)
    • Process documents
    • Responsibilities of an incident manager
    • RACI matrix
    • RACI matrix
    • Responsibilities of a problem manager
    • RACI matrix
    • Operational level agreement (OLA)
    • Service catalogue
    • Service request approval matrix
    • IT policy and procedure manual
  • Chapter 6: Performance measures
    • Critical success factors (CSFs)
    • Key performance indicators
    • Balanced scorecard
    • Metrics for customer satisfaction survey
    • Evaluation and appraisal
    • Quantitative evaluation
    • Qualitative evaluation
  • Chapter 7: An insight into the future
    • Current scenario
    • Future scenario
    • Key features
    • Objectives of a smart service desk
    • Role of the future service desk agent
    • Benefits to the organisation
    • ITIL 4
  • Chapter 8: Technology considerations
    • Artificial intelligence
    • Chatbots
    • Others uses of AI in the service desk
    • AI in IT support
    • Managers
    • AI in knowledge management
    • AI in change management
    • AI in IT asset management
  • Chapter 9: General reference
    • Tips for the service desk
    • Certifications for individuals
    • Certification for the service desk unit
    • Common terms explained
    • Root cause analysis – overview
    • Root cause analysis methods
  • Chapter 10: Conclusion
  • Further reading
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