The Service Desk Handbook A Guide To Service Desk Implementation Management And Support
Download The Service Desk Handbook A Guide To Service Desk Implementation Management And Support PDF/ePub or read online books in Mobi eBooks. Click Download or Read Online button to get The Service Desk Handbook A Guide To Service Desk Implementation Management And Support book now. This website allows unlimited access to, at the time of writing, more than 1.5 million titles, including hundreds of thousands of titles in various foreign languages.
The Service Desk Handbook
The Service Desk Handbook - A guide to service desk implementation, management and support provides operational guidance for implementing, managing and supporting service desks in the enterprise. It will help service desk teams in adopting ITIL(R) to accomplish their tasks while making the necessary adaptations as per their organisation's needs.
The Service Desk Handbook
Author: IT Governance Publishing
language: en
Publisher: Packt Publishing Ltd
Release Date: 2025-07-16
Learn best practices for building and optimizing a service desk to enhance customer experience. Discover strategies to plan, manage, and measure success, while exploring future technologies like AI in service desk operations. Key Features Comprehensive guide on service desk operations In-depth exploration of performance metrics and technology adoption Practical advice for service desk improvement and future adaptation Book DescriptionThis book provides practical insights into service desk management, focusing on building and optimizing a service desk to meet organizational needs. It starts with an understanding of the service desk's role, mission, and vision, laying the foundation for effective operations. It covers strategic planning for a well-structured service desk, focusing on staffing, SLAs, and using knowledge bases and self-service portals. The book discusses essential tools and technologies like telephony systems and ITSM tools, and how to configure them for efficiency. It emphasizes developing high-performance teams focused on respect, integrity, and teamwork, highlighting the importance of clear documentation, such as standard operating procedures and incident management, to ensure consistency in service delivery. Performance measurement is emphasized with strategies for tracking success using CSFs, KPIs, and customer satisfaction metrics. It explores both qualitative and quantitative evaluations to improve service desk performance. Finally, it examines emerging trends such as AI and chatbots, and their integration into service desk operations. The last chapters offer professional tips, techniques for root cause analysis, and provide a roadmap to optimize service desk operations for future success.What you will learn Understand the core principles of service desk management Plan and implement an effective service desk structure Develop and manage high-performance service desk teams Utilize ITSM tools and technologies for efficient operations Measure and optimize service desk performance with key metrics Explore future trends and technologies in service desk operations Who this book is for This book is designed for IT service desk managers, support staff, and IT professionals aiming to refine their service desk processes. Ideal readers should have a basic understanding of IT support, service management, and ITIL frameworks. No prior specialized knowledge is required, but familiarity with ITSM tools and customer service practices will be beneficial. The book is perfect for those looking to improve their service desk operations or stay up to date with future trends in the industry.
The Service Desk Handbook – A guide to service desk implementation, management and support
The Service Desk Handbook - A guide to service desk implementation, management and support provides operational guidance for implementing, managing and supporting service desks in the enterprise. It will help service desk teams in adopting ITIL® to accomplish their tasks while making the necessary adaptations as per their organisation’s needs.