Guide to Service Desk Concepts : Service Desk and the IT Infrastructure Library

by Knapp, Donna

• ISBN13: 9780324785067
• ISBN10: 0324785062
• Additional ISBN(s): 9780619159467, 9781285063454
• Edition: 3rd
• Format: Paperback
• Copyright: 2009-03-24
• Publisher: Course Technology
• More Book Details
• Purchase Benefits

Summary

A Guide to Service Desk Concepts, Third Edition, discusses the different types of service desks that exist, how they are measured by the organizations they support, the varying roles and skills required within a typical service desk, and the processes and technologies commonly used to ensure the service desk is operating efficiently and effectively. In this edition, the author also includes references to ITIL® V3 best practices, leading quality and IT service management frameworks and standards, up-to-date research, trends, case studies and resources, and the latest information regarding the role of outsourcing and certification in the service desk.

Table of Contents

Introduction to Help Desk Concepts

Service Desk Operations

The People Component: Service Desk Roles and Responsibilities

The Process Component: Service Desk Processes and Procedures

The Technology Component: Service Desk Tools and Technologies

The Information Component: Service Desk Performance Measures

The Service Desk Setting

Customer Support as a Profession

Job Descriptions for the Service Desk

Service Desk Resources

Table of Contents provided by Publisher. All Rights Reserved.