 |
|
| HOW TO MANAGE THE IT HELP DESK
| |
| | |
|
|
To order this title, and for more information, click here
Second Edition
By
Noel Bruton, Noel Bruton is an independent consultant and trainer with a global business reputation. His experience is sought by commercial and public
service organizations, conferences, press and broadcast media around the world. He has been in IT since 1979 and advising corporations
on improving IT support methods since 1991.
Description
Are you overworked, unappreciated and under-resourced? This book understands you, and provides years and years of User Support experience
packed into one volume. The 'How To' book that every IT department needs, it will help turn your helpdesk into a company asset. How to
be successful at probably the most stressful job in IT
This book offers tools for measuring productivity and features ten key steps
for successful support, while User Support successes and failures are revealed in true life case studies.
This book gives you techniques
for:
*Justifying staff and other expenditure
* Gaining senior management support
* Getting the users on your side
* Running a motivated
and productive team
* Designing and managing services and service levels
The second edition of this popular book brings updates to
several of the author's ideas, strategies and techniques with new material on:
* Customer Relationship Management - definition and
the role of the helpdesk
* E-Support and the Internet
* Contrasting the Call Center and the Helpdesk
* first, second and third line support
* Operational Level Agreements
* Strategies for backlog management
* Telephone technologies in user support
In addition there is:
*
A new Template for a Service Level Agreement
* An Improved cost justification model for the Internal Helpdesk
* A New cost justification
model for the External Helpdesk
Audience
IT Managers/IT Directors; Helpdesk Managers; Call Center Managers.
Contents
What is 'support'? - Defining Computer User Support; Support as an IT function; Forms of support; Typical support structures; Support
functions; Client Management - What is a 'customer'?; What do they want?; Prioritizing clients; Keeping in contact; Customer service
in IT support; A view from above; Marketing the Support Department; Service Management - Analysing service needs; Putting services in
place; Excellence in support service; Service level agreements; Support from outside; The international dimension; Workload Management
- Reactivity and proactivity; Managing the queue; Delegation and escalation; Measurement and reporting; Controlling the workflow; Resources
Management - Justifying user support expenditure; Knowledge; Equipment; Staff Management - The ideal support person; Motivation and productivity;
Staffing and structure; User support management considerations; Bibliography; Index.
| Bibliographic details |
Paperback, 372 pages, publication date: APR-2002
ISBN-13: 978-0-7506-4901-8
ISBN-10: 0-7506-4901-1
Imprint: BUTTERWORTH HEINEMANN
|
| Price and Ordering |
Price:
EUR 63.95
USD 73.95
GBP 44.99
|  |
Books and book related electronic products are priced in US dollars (USD), euro (EUR), and Great Britain Pounds (GBP). USD prices apply to the Americas and Asia Pacific. EUR prices apply in Europe and the Middle East. GBP prices apply to the UK and all other countries.
|
See also information about conditions of sale & ordering procedures, and links to our regional sales offices.
|
076/722
Last update: 4 Sep 2009
|
|
| |
| | |
|
|
| |
Home | Elsevier Sites | Privacy Policy | Terms and Conditions | Feedback | Site Map | A Reed Elsevier Company