The Service Desk Handbook - A Guide to Service Desk Implementation, Management and Support

by Sanjay Nair

Overview

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 organisation’s needs.

Product Details

ISBN-13:	9781787782358
Publisher:	Bernan Distribution
Publication date:	09/15/2020
Pages:	114
Product dimensions:	6.00(w) x 9.00(h) x (d)

About the Author

Sanjay Nair has more than 23 years' experience in IT operations in the end-user domain. He has been working as a service desk manager for the past eight years, coaching and mentoring a multicultural team of agents in the banking and aviation sectors. Sanjay's primary responsibilities also include design and documentation of ITIL-compliant processes and procedures, having completed his ITIL intermediate level certifications during this time.

Table of Contents

Chapter 1: What is a service desk?

Chapter 2: Planning for a service desk

Chapter 3: Telephony and ITSM tools

Chapter 4: The service desk team

Chapter 5: Documentation

Chapter 6: Performance measures

Chapter 7: An insight into the future

Chapter 8: Technology considerations

Chapter 9: General reference

Chapter 10: Conclusion

Further reading