Business's growing dependence on information technology places an enormous burden on the organizations created to support these increasingly complex and rapidly changing business systems. Under pressure to maintain acceptable levels of service, help desk managers are confronted with a confounding array of products, processes, and management strategies, and they want help making decisions that could cost them their job.
The Consolidated Services Desk gives them the help they need. Recognizing that today's help desks are serving larger populations with a wider range of needs, this book lotuses on enterprise-scale approaches. Recognizing that technology is only part of the solution, it looks beyond software and other tools, presenting readers with sound practices they can apply to optimize the performance of their own support departments. The result is essential reading for managers, consultants, and other IT professionals.
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