Download A Guide to Service Desk Concepts , Third Edition by Knapp PDF

By Knapp

A advisor to carrier table suggestions, 3rd version, discusses the differing kinds of provider desks that exist, how they're measured by way of the enterprises they aid, the various roles and talents required inside a standard provider table, and the methods and applied sciences general to make sure the carrier table is working successfully and successfully. during this version, the writer additionally contains references to ITIL V3 most sensible practices, major caliber and IT carrier administration frameworks and criteria, updated learn, developments, case stories and assets, and the most recent information about the function of outsourcing and certification within the carrier table.

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Chapter Summary • A vastly increased dependence on computing technology has created a tremendous demand for technical support. Technical support services enable individuals and corporations to effectively use the computing technology they have acquired or developed. • A well thought-out and properly implemented service desk provides a company with a primary mechanism for measuring and managing the delivery of technical and customer support services to the customer 23 CHAPTER 1 Introduction to Service Desk Concepts community.

Some tools found in a typical service desk include: • Incident management systems—The technology used to log and track customer incidents and service requests. • Knowledge management systems—The technology used to capture and distribute known solutions to incidents and answers to FAQs. • Self-service systems—The technologies such as self-help and selfhealing systems that enable customers to, for example, reset their own passwords or restore the configuration of their desktops in the event of a crash.

A process is a collection of interrelated work activities that take a set of specific inputs and produce a set of specific outputs that are of value to a customer. For example, incident management is the process of tracking Components of a Successful Service Desk and resolving incidents. Incident management takes evidence that an incident has occurred (input) and produces a resolution (output). A procedure is a step-by-step, detailed set of instructions that describes how to perform the tasks in a process.

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