A Guide to Service Desk Concepts , Third Edition by Knapp

By Knapp

A advisor to carrier table techniques, 3rd variation, discusses the different sorts of carrier desks that exist, how they're measured via the companies they aid, the various roles and talents required inside of a customary provider table, and the strategies and applied sciences wide-spread to make sure the carrier table is working successfully and successfully. during this variation, the writer additionally contains references to ITIL V3 top practices, prime caliber and IT carrier administration frameworks and criteria, up to date learn, traits, case experiences and assets, and the newest information about the function of outsourcing and certification within the provider table.

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11. Why do some companies take a more formal approach to technical support? 12. What is it called when a person bypasses the formal support structure and seeks computer-related assistance from a coworker? 13. Why do many companies consider the service desk a strategic corporate resource? 14. Describe the difference between a world class company and a best-in-class company. 15. Describe the characteristics of a world class help desk. 27 CHAPTER 1 Introduction to Service Desk Concepts 16. How is a service desk different than a help desk?

Many service desks maintain a self-help Web site that customers can access to request services, obtain answers to FAQs, search for solutions to common problems, and, in some cases, download software. Figure 1-4 shows a part of the Cisco Systems Technical Support Web site. Although this “lower touch” approach to delivering services via multiple channels may not as be personalized as one-on-one support, many users appreciate being able to get the help they need, when they need it, using the method of their choice.

Organizations now recognize the value of the service desk and continue to expand its role. The next step in the evolution is to a customer- and businesscentric support center that makes it easy for customers to obtain support for business processes, telecommunications, and facilities management, as well as IT. Options such as multiple contact methods, self-service, and community support also make it easy for customers and provide the choices they demand. As our industry continues to evolve, support professionals must evolve as well.

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