A Practical Guide to Service Desk Management

An IT Service Desk is the first impression of your company both internally and externally. It is an integral interface between a company’s IT department and its users and in some cases its customers. With over 550 pages, A Practical Guide to Service Desk Management provides all the necessary considerations for a manager to take their Service Desk to new levels. Whether you are a current Service Desk manager, a newly appointed manager, or someone who wants to get into the Service Desk business, this book will provide practical steps to get you where you want to go. As the title indicates, this book doesn’t preach rigid standards and structure; rather this book is more practical, based on over 35 years of experience from all sides of the desk, phone, computer and company. It certainly uses the ITIL foundation from certain standards, but it also addresses a myriad of different corporate and IT environments – from small, one-person shops, to companies with tens of thousands of employees spread across the globe. This book will present the many options of running an effective Service Desk with a flexible approach in mind. I have been in the Service Desk space for over 35 years. I started my career on a Help Desk for a company that was just computerizing. Since then, I have staffed, trained, managed, consulted on, and built Service Desks. I have also sold Service Desk services as a Managed Services Provider. These different views give me the perspective to help you in whatever situation you find yourself in. A Practical Guide to Service Desk Management is broken down into several phases. Definitions People Process Tools Management Value Effective managers will enable the Service Desk with everything they can to build or take their team to the next levels. Acquiring and retaining the right people, working through well thought-out processes, and enabled by effective technologies, someone needs to keep an eye on this while preparing for the future and this book will help you do just that. The fact that you are searching for books on this topic shows you are the one for the job! I trust you can leverage the years of experience that are stuffed inside the pages. —- ISBN: 9798300450519 | ISBN10: B0DP6NRKSK | ISBN-13: 979-8300450519