The Service Desk Handbook – a Guide to Service Desk Implementation, Management and Support by Nair, Sanjay -- Read -- Imperial Library of Trantor

Index

Cover Title Copyright Dedication About the Author Prologue Acknowledgements Contents Chapter 1: What is a service desk?

Mission and vision statements The environment

Chapter 2: Planning for a service desk

1. Type of support experience you want to deliver 2. Staffing requirements 3. Well-defined categorisation and prioritisation 4. Service level agreements (SLAs) 5. Knowledge base and self-service portal 6. Track and improve on key metrics

Chapter 3: Telephony and ITSM tools

Telephony ITSM tool ITSM configuration

Chapter 4: The service desk team

Respect and integrity Teamwork Quality service and performance Efficient and proactive Single point of contact The service desk agent The service desk manager

Chapter 5: Documentation

Standard operating procedure manual (SOP) Knowledge base (solution database) Process documents Responsibilities of an incident manager RACI matrix RACI matrix Responsibilities of a problem manager RACI matrix Operational level agreement (OLA) Service catalogue Service request approval matrix IT policy and procedure manual

Chapter 6: Performance measures

Critical success factors (CSFs) Key performance indicators Balanced scorecard Metrics for customer satisfaction survey Evaluation and appraisal Quantitative evaluation Qualitative evaluation

Chapter 7: An insight into the future

Current scenario Future scenario Key features Objectives of a smart service desk Role of the future service desk agent Benefits to the organisation ITIL 4

Chapter 8: Technology considerations

Artificial intelligence Chatbots Others uses of AI in the service desk AI in IT support Managers AI in knowledge management AI in change management AI in IT asset management

Chapter 9: General reference

Tips for the service desk Certifications for individuals Certification for the service desk unit Common terms explained Root cause analysis – overview Root cause analysis methods

Chapter 10: Conclusion Further reading