Title:
Building & managing a world class IT help desk
Author:
Wooten, Bob.
ISBN:
9780072132373
Personal Author:
Publication Information:
Berkeley, Calif. : Osborne/McGraw-Hill, ©2001.
Physical Description:
xvi, 583 pages : illustrations ; 24 cm
General Note:
Includes index.
Contents:
What Is a Help Desk and Why Would I Want One? -- Help Desk Concepts -- Why Do I Want One? -- I Want a Help Desk. Go Create One -- Identify the Drivers -- Defining the As Is -- Define the Help Desk Processes -- Budgeting -- Organization Options -- Staffing Your Help Desk -- Tools for Your Help Desk -- Beginning Operations -- I Like My Help Desk. How Can I Keep It Going? -- Preventing Burnout -- Implement Some New Processes -- Measuring Your Help Desk -- Promoting Your Help Desk -- More Tools for Your Help Desk -- Developing Your People -- Business of a Help Desk -- I Hate My Help Desk. Fix It! -- Identify Perceived Issues -- Move Forward -- How Not To Be Outsourced -- Taking Your Help Desk to Another Level -- People -- Processes -- Tools.
Abstract:
Get full details on how to set up an efficient help desk using this comprehensive resource. Real-world examples and step-by-step instructions for doing everything from choosing a staff to implementing the latest technologies make this book truly a blueprint for help desk success.
Subject Term:
Electronic Access:
Table of contents http://catdir.loc.gov/catdir/toc/mh023/2001273323.htmlContributor biographical information http://catdir.loc.gov/catdir/bios/mh042/2001273323.html
Publisher description http://catdir.loc.gov/catdir/description/mh024/2001273323.html