Description

An IT service desk is the first point of contact between users and an IT organisation A service desk is a onestop destination for enquiries requests and reporting issues ensuring continuing use of IT services without disruption They have become intrinsic in modern organisations
A service desk makes prioritising and responding to customer enquiries much more efficient saving time and money More and more organisations are understanding that customer satisfaction is key to developing their business
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 organisations needs
Suitable for service desk agents supervisors and managers as well as project managers and senior management looking to revise processes this book will help readers get a service desk unit off the ground and act as a key reference guide once the service desk has been implemented
Topics covered include
Planning for a service desk
Telephony and tooling
The service desk team
Documentation
Performance measures and
Technology considerations artificial intelligence and platforms and tools