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

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

by Sanjay Nair
Released September 2020
Publisher(s): IT Governance Publishing
ISBN: None

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Book description

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.

Table of contents

  1. Cover
  2. Title
  3. Copyright
  4. Dedication
  5. About the Author
  6. Prologue
  7. Acknowledgements
  8. Contents
  9. Chapter 1: What is a service desk?
    1. Mission and vision statements
    2. The environment
  10. Chapter 2: Planning for a service desk
    1. 1. Type of support experience you want to deliver
    2. 2. Staffing requirements
    3. 3. Well-defined categorisation and prioritisation
    4. 4. Service level agreements (SLAs)
    5. 5. Knowledge base and self-service portal
    6. 6. Track and improve on key metrics
  11. Chapter 3: Telephony and ITSM tools
    1. Telephony
    2. ITSM tool
    3. ITSM configuration
  12. Chapter 4: The service desk team
    1. Respect and integrity
    2. Teamwork
    3. Quality service and performance
    4. Efficient and proactive
    5. Single point of contact
    6. The service desk agent
    7. The service desk manager
  13. Chapter 5: Documentation
    1. Standard operating procedure manual (SOP)
    2. Knowledge base (solution database)
    3. Process documents
    4. Responsibilities of an incident manager
    5. RACI matrix
    6. RACI matrix
    7. Responsibilities of a problem manager
    8. RACI matrix
    9. Operational level agreement (OLA)
    10. Service catalogue
    11. Service request approval matrix
    12. IT policy and procedure manual
  14. Chapter 6: Performance measures
    1. Critical success factors (CSFs)
    2. Key performance indicators
    3. Balanced scorecard
    4. Metrics for customer satisfaction survey
    5. Evaluation and appraisal
    6. Quantitative evaluation
    7. Qualitative evaluation
  15. Chapter 7: An insight into the future
    1. Current scenario
    2. Future scenario
    3. Key features
    4. Objectives of a smart service desk
    5. Role of the future service desk agent
    6. Benefits to the organisation
    7. ITIL 4
  16. Chapter 8: Technology considerations
    1. Artificial intelligence
    2. Chatbots
    3. Others uses of AI in the service desk
    4. AI in IT support
    5. Managers
    6. AI in knowledge management
    7. AI in change management
    8. AI in IT asset management
  17. Chapter 9: General reference
    1. Tips for the service desk
    2. Certifications for individuals
    3. Certification for the service desk unit
    4. Common terms explained
    5. Root cause analysis – overview
    6. Root cause analysis methods
  18. Chapter 10: Conclusion
  19. Further reading

Product information

  • Title: The Service Desk Handbook – A Guide to Service Desk Implementation, Management and Support
  • Author(s): Sanjay Nair
  • Release date: September 2020
  • Publisher(s): IT Governance Publishing
  • ISBN: None