The process of Help Desk Management is essential for day-to-day operations as it's usually the single point of contact for most of the organization's IT needs. Needless to say, most organizations today would grind to a screeching halt without the support of the help desk. Organizations look to the service desk for a wide variety of activities including:

Basic support of computing, telecommunications and a/v services
Provider of necessary forms for repairs, account access, etc.
Provider fo faqs, manuals and tutorials to empower users to troubleshoot their own problems
Deliver equipment and repair services

The Help Desk Management Process Kit provides a wide variety of resources to boost your understanding and ability to implement Service Desk Management in your organization.

Inside this toolkit, you will learn to:

Identify the components of a successful help desk
Understand the steps required to process a call
Accurately document calls
Determine the root cause of a problem and evaluate possible solutions
Understand how computer telephony integration (CTI) functions
Use performance management methods
Integrate asset management and security policies with technical support
Learn effective communication skills to deal with a variety of situations and users

This thorough toolkit provides a clear roadmap to designing, implementing and operating a help desk. The Art of Service leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement.

The toolkit starts with an initial strategy that is focused on planning help desk services that are completely aligned to requirements and are based on a mission statement. This business-oriented approach is refreshing and will keep IT grounded in the real reasons for a help desk. More importantly is the process for careful selection of services to provide. Experience has shown that an overly ambitious set of service goals will kill a help desk implementation early in its life by offering a too much before there is a stable help desk process in place. As such, The Help Desk toolkit's approach is realistic and lays the foundation for a success implementation.

The section on the actual design of the help desk structure provides insights and information that can be applied to a large number of solutions. Since help desks will be organized in accordance with requirements and unique mission statements, this section of the toolkit is like a catalog of patterns. It has excellent tips on how to best structure the help desk to meet requirements and mission. The information on accurately estimating staffing requirements is consistent with industry best practices and something that, believe it or not, is often overlooked when help desks are established. The chapter on consolidating help desks is extremely valuable because this is a common project that many companies face. The advice given is sound and well thought out. Other parts of the toolkit get into the meat by thoroughly covering the processes that are essential to running a help desk.

This toolkit wraps up with an in-depth coverage of operational requirements for the help desk once it has been implemented. It hits all of the critical success factors, such as performance metrics, service level agreements, communications and internal evaluations. The proactive approach to keeping users (your customers) informed of new services, accomplishments and tips is excellent and will go a long way towards attaining high customer satisfaction scores - not to mention proving the value of the help desk to IT and business management.

You will find this toolkit to be one of the best for planning and implementing a world-class help desk. on.

Buy with confidence

All contents of this collection are 100% guaranteed. See below for details.

Here's What You Will Receive in This Time-Saving Document Collection

This innovative set of documents and ready-to-use templates will provide you with a head start for both learning and implementation of a well-managed IT services organization. It is tailor-fit for IT managers who need to move towards a services-oriented organization, but they don't have the time or resources at hand to develop the required templates and structure for implementation. Some of the documents in this kit include:

Help Desk management review and assessment worksheet
Business justification document
PowerPoint presentation explaining the process of Help Desk management
Project and implementation plan template
Help Desk outsourcing template
Communication plan and documents to describe Help Desk management to your organization
Policies, objectives and scope overview template
Specific objectives and goals template
Key performance indicators and other metrics definition template

The documents listed above correspond directly with IT Infrastructure Library (ITIL) processes. Clear instructions explaining the application of each template are provided within the corresponding documents.

The Help Desk Management Process Kit is Yours Risk Free Today!

The instant you purchase the collection, the fact sheets, presentations and tools listed above will be available to you through a simple download. You may use the documents for up to 30 days. If anytime during that period you decide it does not meet the needs of your company, just let us know and we will refund the purchase.

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