Get A Guide to Service Desk Concepts , Third Edition PDF

By Knapp

ISBN-10: 0324785062

ISBN-13: 9780324785067

A consultant to provider table innovations, 3rd version, discusses the differing kinds of carrier desks that exist, how they're measured by way of the businesses they help, the various roles and abilities required inside of a customary carrier table, and the tactics and applied sciences frequent to make sure the carrier table is working successfully and successfully. during this variation, the writer additionally contains references to ITIL V3 most sensible practices, major caliber and IT carrier administration frameworks and criteria, updated learn, developments, case reports and assets, and the newest information about the position of outsourcing and certification within the provider table.

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

Sample text

I understand that safeguarding the software is my responsibility. 4. I have read the policies and procedures in the computer usage policies memorandum and agree to abide by them. 5. I will access the ABC Company’s local area network only with my user ID and password. I will not use unauthorized passwords to gain access to other employees’ files. 6. I understand that Internet and World Wide Web access should be used only for work-related purposes. 7. I understand that the e-mail system is designed to facilitate business communication among employees and other business contacts.

What is a service desk? 3. What is the purpose of technical support? 4. Describe how technical support was viewed in the early 1970s. 5. What are four negative consequences for companies that fail to recognize the need to distinguish between development and support? 6. What action on the part of vendors began the move toward help desks? 7. What concept about customers did the quality movement introduce? 8. How is the focus of customer support different from that of technical support? 9. In the 1990s, what two factors led to an explosion in the number of people using computers on a daily basis?

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. Summarize your interviewees’ responses by briefly describing how their expectations influenced their perceptions and ultimately their satisfaction with customer support services.

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A Guide to Service Desk Concepts , Third Edition by Knapp


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