Service Desk Handbook – A guide to service desk implementation, management and support
Service Desk Handbook – A guide to service desk implementation, management and support
Author(s):
Sanjay Nair
Publication Date: 15 September, 2020
Available in all formats
Series: COMPUTERS / General
Publisher: IT Governance Publishing
ISBN: 9781787782358
Price: INR 1754.00
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
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