A Guide to Service Desk Concepts , Third Edition by Knapp

By Knapp

A advisor to carrier table ideas, 3rd version, discusses the differing kinds of carrier desks that exist, how they're measured by means of the companies they aid, the various roles and talents required inside of a customary provider table, and the procedures and applied sciences universal to make sure the provider table is working successfully and successfully. during this version, the writer additionally contains references to ITIL V3 top practices, top caliber and IT carrier administration frameworks and criteria, up to date learn, tendencies, case reviews and assets, and the newest information about the position of outsourcing and certification within the carrier table.

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Extra resources for A Guide to Service Desk Concepts , Third Edition

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World class help desks resolve a high percentage of problems and try to avoid dispatching or sending problems to other support groups. Also, their practices are proactive, rather than reactive, in nature. Figure 1-3 illustrates the characteristics of a world class help desk. The Evolution from Help Desk to Service Desk Incidents are: Resolved "World Class" 11 Dispatched Practices are: Figure 1-3 Reactive Proactive Characteristics of a world class help desk During the mid 1990s, companies began adopting ITIL and the service desk concept, versus the traditional help desk concept.

Are you using all of the features and functionality this device provides? If not, why? • Have you had any trouble using this device? If so, how were the incidents resolved? Determine each person’s expectations about how they would obtain user information and support for the device. Compare their expectations to their perceptions about any support services they actually received from a service desk (such as the service desk where they work) or from the product’s manufacturer. Conclude whether the support services each person received failed to meet, met, or exceeded his or her expectations.

5. Compare reactive and proactive employees and companies. The term fire fighting is often used to describe the reactive way in which employees and companies approach their work. ” Assemble a team of at least three of your classmates and discuss the challenges and drawbacks of fire fighting at work. Brainstorm and prepare a list of ways that real fire fighters are proactive. For example, fire Hands-On Projects fighters promote fire safety in an effort to prevent fires. See how many analogies you can draw between the way fire fighters work and the way a service desk works.

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