Ch. 1 Introduction to Service Desk Concepts -- The Evolution of Technical Support -- The Evolution from Help Desk to Service Desk -- Components of a Successful Service Desk -- People -- Processes -- Technology -- Information -- Customer Service---The Bottom Line -- Chapter Summary -- Key Terms -- Review Questions -- Hands-On Projects -- Case Projects -- ch. 2 Service Desk Operations -- Types of Customer Service and Support Organizations -- Service Desk Mission -- Internal Service Desks -- Internal Service Desk's Role -- Internal Service Desk's Position in the Organization -- External Service Desks -- External Service Desk's Role -- External Service Desk's Position in the Organization -- Case Study: Service Industry Awards -- Sizes of Service Desks -- Small Service Desks -- Large Service Desks -- Service Desk Structures -- Centralized Service Desks -- Decentralized Service Desks -- Centrally Decentralized Service Desks.

Service Desks as Cost Centers or Profit Centers -- Service Desks as Cost Centers -- Service Desks as Profit Centers -- Service Desk Outsourcing -- The Service Desk Supplier Role -- The Service Desk Model -- Chapter Summary -- Key Terms -- Review Questions -- Hands-On Projects -- Case Projects -- ch. 3 The People Component: Service Desk Roles and Responsibilities -- Principal Job Categories -- Front-Line Service Providers -- Dispatcher -- Level One Analyst -- Level One Specialist -- Front-Line Service Provider Responsibilities -- Job Responsibilities -- Professional Responsibilities -- Case Study: Preventing Computer Viruses -- Skills Required on the Front Line -- Business Skills -- Technical Skills -- Soft Skills -- Self-Management Skills -- Service Desk Management Personnel -- Senior Service Desk Manager -- Service Desk Manager -- Service Desk Supervisor or Team Leader -- Skills Required for Service Desk Management -- Supporting Roles.

Knowledge Management System Administration -- Network Monitoring -- Case Study: Establishing an Operations Bridge -- Service Management and Improvement -- Technical Support -- Training -- Characteristics of a Successful Service Desk Team -- Chapter Summary -- Key Terms -- Review Questions -- Hands-On Projects -- Case Projects -- ch. 4 The Process Component: Service Desk Processes and Procedures -- The Anatomy of Processes -- Evolution of Processes -- Using Process Frameworks and Standards -- Quality Management and Improvement Frameworks and Standards -- Total Quality Management (TQM) -- Six Sigma -- ISO 9000 -- IT Service Management Frameworks and Standards -- Information Technology Infrastructure Library® (ITIL®) -- Microsoft Operations Framework (MOF) -- ISO/IEC 20000 -- Common Process Characteristics -- Common Processes Used in Service Desks -- Incident Management Process -- Customer Entitlement -- Incident Categorization and Prioritization.

Incident Escalation -- Incident Ownership -- Incident Notification -- Problem Management Process -- Problem Investigation and Diagnosis -- Request Fulfillment Process -- Distinguishing Incident Management and Request Fulfillment -- Knowledge Management Process -- Change Management Process -- Service Asset and Configuration Management Process -- Integrating the Service Desk Processes -- Relationship Management and Quality Improvement Processes -- Service Level Management -- Business Relationship Management -- Trend Analysis -- Why Processes Are Important -- Chapter Summary -- Key Terms -- Review Questions -- Hands-On Projects -- Case Projects -- ch. 5 The Technology Component: Service Desk Tools and Technologies -- How Technology Benefits the Service Desk -- Selecting and Implementing Service Desk Technologies -- Telephone Technologies and Services -- Telephone Technologies -- Telephone Services -- Email -- Using Email to Communicate with Customers.

Web -- Case Study: Popular IT Portals and Blogs -- Incident Management Systems -- Homegrown Incident Tracking Systems -- Commercial Incident Management Systems -- Integrated ITSM Solutions -- Case Study: Living in the Cloud -- Knowledge Management Systems -- Search Retrieval Techniques -- Storage Methods -- Configuration Management Systems -- Remote Support Technologies -- Remote Control Systems -- Remote Monitoring Systems -- Self-Healing Systems -- Software Distribution Systems -- Service Desk Communication Tools -- Whiteboards -- Dashboards -- Instant Messaging Systems -- Social Media -- Tools Used by Service Desk Management -- Staffing and Scheduling Systems -- ACD Supervisor Console -- Customer Surveying Systems -- Integrating Processes and Technology -- Steps for Selecting Technology -- Step 1 Define the Goals -- Step 2 Define the Requirements -- Step 3 Weight the Requirements -- Step 4 Identify Candidate Vendors.

Step 5 Evaluate Candidate Vendors -- Step 6 Evaluate the Finalists -- Step 7 Make a Final Decision -- Chapter Summary -- Key Terms -- Review Questions -- Hands-On Projects -- Case Projects -- ch. 6 The Information Component: Service Desk Performance Measures -- Information as a Resource -- How the Pros Do It: Demonstrating Productivity -- Data Categories Captured by Service Desks -- Customer Data -- Incident Data -- Status Data -- Resolution Data -- Team Performance Measures -- Service Desk Goals -- Service Level Agreements -- Customer Satisfaction Surveys -- Benchmarking -- Individual Performance Measures -- Individual Performance Goals -- Employee Performance Plan -- Monitoring -- Skills Inventory Matrix -- Individual Contributions to Team Goals -- Chapter Summary -- Key Terms -- Review Questions -- Hands-On Projects -- Case Projects -- ch. 7 The Service Desk Setting -- Service Desk Setup -- Location of the Service Desk.

Physical Layout of the Service Desk -- Analysts' Personal Workspace -- Chair -- Monitor -- Keyboard and Mouse -- Telephone and Headset -- Lighting -- Good Work Habits for Analysts -- Create a Beginning of Day (BOD) Procedure -- Manage Priorities -- Create a "What I Need to Know" List -- Create a "What Coworkers Need to Know" List -- Utilize Peak Productivity Times -- Eliminate or Minimize Time Robbers -- Place a Mirror on Your Desk -- Take Breaks -- Recognize Learning as the Labor of the Information Age -- Chapter Summary -- Key Terms -- Review Questions -- Hands-On Projects -- Case Projects -- ch. 8 Customer Support as a Profession -- Service Desk Industry Trends and Directions -- Multigenerational Support -- Multichannel Support -- Anytime, Anywhere, Any Device Support -- Collapsing Support Levels -- 24/7 Support -- Fee-Based Support -- Global Support -- Use of Best Practice Frameworks and Standards -- Outsourcing -- Service Desk as a Profession.

Role of Certification in the Service Desk -- HDI Certification -- TSIA Certification -- ITIL Certification -- Project Management Certification -- Comp TIA Certification -- Vendor Certifications -- Preparing for a Career in the Service Desk -- Work Experience -- Education and Training -- Self-Study -- Transitioning to a Management Position -- Focus on the Big Picture -- Learn About Managing and Working on Projects -- Serve as a Consultant to Your Staff -- Learn to Delegate -- Lead and Coach Your Staff -- Learn to Use Information -- Broaden Your Skills Base -- Chapter Summary -- Key Terms -- Review Questions -- Hands-On Projects -- Case Projects.