Service Desk Best Practice Handbook: Keep your employees productive, Integrated, Complete IT Service Desk for Incident and Change Management, ITIL and SLAs: Keep Your Employees Productive, Integrated, Complete It Service Desk for Incident and Change Management, Itil and Slas

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Art of Service, 2008 - Business & Economics - 124 pages
How do you follow-up on employee issues? Are you doing everything possible to ensure your employee downtime is minimized? Can you be sure? Do you have the reports to back-up your argument? Do your help desk staff have all the information they need so they can respond to support requests accordingly?

This Service Desk Handbook streamlines support interactions across organizations to enable you to:

* Prioritize and manage incidents received via email or the employee portal

* Provide employee self-help and incident tracking

* Give help desk staff complete item history and status when responding to incidents

* Allow supervisors to manage staff workload with real time reports

* Enable organizations to set SLA's relative to department requirements

* Provide SLA reports to ensure incident deadlines are met.

A Service Desk is a primary IT capability called for in IT Service Management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL). It is intended to provide a Single Point of Contact ("SPOC") to meet the communications needs of both Users and IT and to satisfy both Customer and IT Provider objectives.

This book will get you to implement the objectives of the Service Desk:

* Providing a single (informed) point of contact for customers

* Facilitating the restoration of normal operational service with minimal business impact on the customer within agreed SLA levels and business priorities.

The common Service Desk functions covered in this book include:

* Receiving calls, first-line customer liaison

* Recording and tracking incidents and complaints

* Keeping customers informed on request status and progress

*Making an initial assessment of requests, attempting to resolve them or refer them to someone who can

* Monitoring and escalation procedures relative to the appropriate SLA

* Identifying problems

* Closing incidents and confirmation with the customers

* Coordinating second and third line support

Get this book now to have the Service Desk pro-actively keeping users informed of all relevant service events, actions and service changes that are likely to affect them. Enable your Service Desk to be the direct line of any impact on the Service Level Agreement (SLA) and as the centre of information of any planned or unexpected changes or service unavailability.

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