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Books > Computing & IT > General theory of computing
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The Service Desk Handbook - A guide to service desk implementation, management and support (Paperback)
Loot Price: R709
Discovery Miles 7 090
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The Service Desk Handbook - A guide to service desk implementation, management and support (Paperback)
Expected to ship within 10 - 15 working days
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An IT service desk is the first point of contact between users and
an IT organisation. A service desk is a one-stop 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(R) to
accomplish their tasks while making the necessary adaptations as
per their organisation's 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.
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