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Author: Rob Botwright Publisher: ISBN: 9781839387463 Category : Computers Languages : en Pages : 0
Book Description
���� Welcome to the Service Desk Manager Bootcamp! ���� Are you ready to take your service desk management skills to the next level? Introducing our exclusive book bundle: "Service Desk Manager Bootcamp: ITIL 4 Standards, KPI & SLA Management." ���� In this comprehensive bundle, you'll gain access to four essential books that cover everything you need to know to excel in service desk management: ���� BOOK 1: Service Desk Essentials: A Beginner's Guide to ITIL 4 Standard Get started on the right foot with this beginner's guide to ITIL 4 Standard. Learn the core principles and practices of IT service management and align IT services with business objectives. ���� BOOK 2: Mastering KPIs: Optimizing Service Desk Performance Unlock the secrets to optimizing service desk performance with this book. Discover how to identify, define, and track key performance indicators (KPIs) to enhance customer satisfaction and drive organizational success. ���� BOOK 3: SLA Mastery: Advanced Strategies for Service Desk Managers Take your SLA management skills to the next level with advanced strategies and techniques. Learn how to negotiate, implement, and manage SLAs to ensure compliance and alignment with business objectives. ���� BOOK 4: Beyond Basics: Expert Insights into Service Desk Management in the Digital Age Stay ahead of the curve with expert insights into service desk management in the digital age. Explore innovative approaches, emerging technologies, and best practices for delivering exceptional customer experiences. With over 3000 characters of expert guidance and practical strategies, this book bundle is your ticket to service desk excellence. Whether you're a beginner looking to build a strong foundation or an experienced manager seeking advanced techniques, the Service Desk Manager Bootcamp has something for everyone. Don't miss out on this opportunity to elevate your service desk management skills and drive organizational success. Get your hands on the Service Desk Manager Bootcamp book bundle today! ����
Author: Rob Botwright Publisher: ISBN: 9781839387463 Category : Computers Languages : en Pages : 0
Book Description
���� Welcome to the Service Desk Manager Bootcamp! ���� Are you ready to take your service desk management skills to the next level? Introducing our exclusive book bundle: "Service Desk Manager Bootcamp: ITIL 4 Standards, KPI & SLA Management." ���� In this comprehensive bundle, you'll gain access to four essential books that cover everything you need to know to excel in service desk management: ���� BOOK 1: Service Desk Essentials: A Beginner's Guide to ITIL 4 Standard Get started on the right foot with this beginner's guide to ITIL 4 Standard. Learn the core principles and practices of IT service management and align IT services with business objectives. ���� BOOK 2: Mastering KPIs: Optimizing Service Desk Performance Unlock the secrets to optimizing service desk performance with this book. Discover how to identify, define, and track key performance indicators (KPIs) to enhance customer satisfaction and drive organizational success. ���� BOOK 3: SLA Mastery: Advanced Strategies for Service Desk Managers Take your SLA management skills to the next level with advanced strategies and techniques. Learn how to negotiate, implement, and manage SLAs to ensure compliance and alignment with business objectives. ���� BOOK 4: Beyond Basics: Expert Insights into Service Desk Management in the Digital Age Stay ahead of the curve with expert insights into service desk management in the digital age. Explore innovative approaches, emerging technologies, and best practices for delivering exceptional customer experiences. With over 3000 characters of expert guidance and practical strategies, this book bundle is your ticket to service desk excellence. Whether you're a beginner looking to build a strong foundation or an experienced manager seeking advanced techniques, the Service Desk Manager Bootcamp has something for everyone. Don't miss out on this opportunity to elevate your service desk management skills and drive organizational success. Get your hands on the Service Desk Manager Bootcamp book bundle today! ����
Author: Rob Botwright Publisher: Rob Botwright ISBN: 1839387459 Category : Business & Economics Languages : en Pages : 217
Book Description
🚀 Welcome to the Service Desk Manager Bootcamp! 🚀 Are you ready to take your service desk management skills to the next level? Introducing our exclusive book bundle: "Service Desk Manager Bootcamp: ITIL 4 Standards, KPI & SLA Management." 📚 In this comprehensive bundle, you'll gain access to four essential books that cover everything you need to know to excel in service desk management: 📘 BOOK 1: Service Desk Essentials: A Beginner's Guide to ITIL 4 Standard Get started on the right foot with this beginner's guide to ITIL 4 Standard. Learn the core principles and practices of IT service management and align IT services with business objectives. 📘 BOOK 2: Mastering KPIs: Optimizing Service Desk Performance Unlock the secrets to optimizing service desk performance with this book. Discover how to identify, define, and track key performance indicators (KPIs) to enhance customer satisfaction and drive organizational success. 📘 BOOK 3: SLA Mastery: Advanced Strategies for Service Desk Managers Take your SLA management skills to the next level with advanced strategies and techniques. Learn how to negotiate, implement, and manage SLAs to ensure compliance and alignment with business objectives. 📘 BOOK 4: Beyond Basics: Expert Insights into Service Desk Management in the Digital Age Stay ahead of the curve with expert insights into service desk management in the digital age. Explore innovative approaches, emerging technologies, and best practices for delivering exceptional customer experiences. With over 3000 characters of expert guidance and practical strategies, this book bundle is your ticket to service desk excellence. Whether you're a beginner looking to build a strong foundation or an experienced manager seeking advanced techniques, the Service Desk Manager Bootcamp has something for everyone. Don't miss out on this opportunity to elevate your service desk management skills and drive organizational success. Get your hands on the Service Desk Manager Bootcamp book bundle today! 🌟
Author: Rob Botwright Publisher: Rob Botwright ISBN: 1839387424 Category : Computers Languages : en Pages : 215
Book Description
🚀 Introducing the ultimate guide to mastering the art of service desk management! 🖥️ 🔧 The "Service Desk Analyst Bootcamp" bundle is your go-to resource for mastering the maintenance, configuration, and installation of hardware and software systems. With four comprehensive books packed with essential knowledge and practical tips, you'll be equipped to tackle any challenge that comes your way. 📚 In Book 1 - "Service Desk Essentials: A Beginner's Guide to Hardware and Software Basics," you'll build a solid foundation in hardware and software fundamentals. From understanding hardware components to navigating operating systems, this book covers everything you need to know to get started in the world of IT support. 💡 Ready to take your troubleshooting skills to the next level? Book 2 - "Mastering Service Desk Troubleshooting: Configuring Software for Efficiency" is here to help. Learn how to identify and resolve common software issues, optimize performance, and troubleshoot compatibility problems like a pro. 🔍 Dive deeper into hardware maintenance and optimization with Book 3 - "Advanced Service Desk Techniques: Hardware Maintenance and Optimization." From hardware diagnostics to preventive maintenance, you'll discover expert strategies for keeping your systems running smoothly. 💻 And finally, in Book 4 - "Expert Service Desk Strategies: Installing and Managing Complex Software Systems," you'll learn how to tackle the most challenging tasks in software deployment and management. From deploying enterprise-level applications to managing complex configurations, you'll gain the skills you need to excel in your role. 👩💼 Whether you're just starting out in IT support or looking to level up your skills, the "Service Desk Analyst Bootcamp" bundle has you covered. Get your hands on this invaluable resource today and become the ultimate service desk analyst! 🌟
Author: Phil Gerbyshak Publisher: ISBN: 9781469935737 Category : Decision making Languages : en Pages : 108
Book Description
In Service Desk Manager's Crash Course, you'll learn from the experience of one of the industry's most well-known former practitioner. Phil Gerbyshak offers an updated and an easy to read-and ready to implement-source for the new manager, and a great refresher for the seasoned one. His combination of expertise and easy-to-grasp teaching veers something close to genius for a support desk reference. When it comes to the taller tasks facing a new manager, there's the kind of wisdom you need: How do I interview and hire quality people? How can I delegate effectively? What makes a great team, and great team-work, in the fast-paced environment of help-desks and the support field? These all-important chapters make the book an ideal choice to include in any hiring package for new managers. Phil's unique insights will be useful for the seasoned manager, too. Sections on ITIL, discipline, hiring, tool selection, measuring and managing performance, along with easy to implement metrics, will serve the newbie and the sage equally well. You'll find a clear and thoughtful discussion of a vital but often overlooked skill: designing appraisals that encourage improvement rather than suspicion or resistance. Crafted in an approachable style and format, Service Desk Manager's Crash Course doesn't tell, it shows. Via clear example and revealing anecdote, Phil demonstrates that the job of a help desk manager can be a satisfying role built around a magnetic idea: a few simple metrics, a great attitude, a little knowledge, and enabling others to succeed are a manager's biggest secret.
Author: Anand Vemula Publisher: Anand Vemula ISBN: Category : Business & Economics Languages : en Pages : 263
Book Description
The "IT Service Desk Manager Certification Handbook" is an essential guide designed to equip aspiring and current IT service desk managers with the knowledge and skills needed to excel in their roles and achieve certification. This comprehensive handbook begins by laying the groundwork for understanding the core principles and best practices of IT service desk management. It covers essential topics such as incident management, problem management, change management, and service level management, providing readers with a solid foundation in IT service delivery processes. One of the key strengths of the handbook is its focus on certification preparation. It provides a detailed overview of the certification exam objectives and offers practical tips and strategies for exam success. Readers will find sample questions, case studies, and exercises designed to reinforce their understanding of key concepts and help them assess their readiness for the exam. Moreover, the handbook goes beyond exam preparation to offer insights into the day-to-day responsibilities and challenges faced by IT service desk managers. It covers topics such as team management, performance metrics, customer satisfaction, and continuous improvement, providing readers with actionable advice for optimizing their service desk operations and delivering exceptional customer service. Throughout the handbook, readers will benefit from real-world examples, best practices, and expert insights from seasoned IT service desk professionals. Case studies illustrate how organizations have successfully implemented IT service desk management principles to drive business value and achieve operational excellence. In addition to its focus on technical skills and knowledge, the handbook emphasizes the importance of soft skills such as communication, leadership, and problem-solving. Readers will learn how to effectively communicate with stakeholders, motivate their teams, and resolve conflicts to create a positive and productive work environment. In summary, the "IT Service Desk Manager Certification Handbook" is a comprehensive resource that covers all aspects of IT service desk management, from foundational principles to advanced certification preparation. Whether you are seeking certification or looking to enhance your skills as an IT service desk manager, this handbook provides the guidance and support you need to succeed in this critical role.
Author: Peter Cross Publisher: Taylor & Francis ISBN: 1000910725 Category : Business & Economics Languages : en Pages : 524
Book Description
Project Management Bootcamp is a pragmatic guide for those who need to understand how to deliver projects successfully. The reader journeys through a project stage by stage, discovering what project managers commonly need to achieve at each step. Each step is supported by tables, charts, tips, and tools, which readers may adopt or adapt to their needs, and different ways of organising and delivering projects, including agile approaches, are considered. Because theory can only get you so far, a key element of the book is learning from real projects drawing on the experience of project managers working across three continents. Each chapter ends with challenges to readers to reflect on their learning, which can be based on a theoretical case study or their own project. The result is a reflective framework that charts their learning and their project management journey from initiation to closure. Project Management Bootcamp is essential reading for junior and mid-level career project managers, as well as any professionals who finds themselves in charge of a project and are unsure how to get the best result. Students in business and management courses at undergraduate and postgraduate levels will also value its setting of theory into a practical context.
Author: Phil Gerbyshak Publisher: ISBN: 9781439258088 Category : Computer support services Languages : en Pages : 0
Book Description
There's a saying that wisdom is what experience and a love of learning teaches you. There's another saying that genius is knowing how to hide your sources.They're both right.In Help Desk Manager's Crash Course, you'll find the shared experience of two of the industry's most well-known practitioners. Phil Gerbyshak and Jeffrey M. Brooks offer an easy to read-and ready to implement-source for the new manager, or a great refresher for the seasoned one. Their combination of expertise and easy-to-grasp teaching veers something close to genius for a support desk reference, so it's no surprise that HDI training leaders like Rick Joslin say "Gerbyshak and Brooks have done it again!"When it comes to the taller tasks facing a new manager, there's the kind of wisdom you need: How do I interview and hire quality people? How can I delegate effectively? What makes a great team, and great team-work, in the fast-paced environment of help-desks and the support field? These all-important chapters make the book an ideal choice to include in any hiring package for new managers.Phil and Jeff's unique insight will be obvious to the seasoned manager, too. Sections on measuring and managing performance, along with easy to implement metrics, will serve the newbie and the sage equally well. You'll find a clear and thoughtful discussion of a vital but often overlooked skill: designing appraisals that encourage improvement rather than suspicion or resistance.Crafted in an approachable style and format, Help Desk Manager's Crash Course doesn't tell, it shows. Via clear example and revealing anecdote, Phil and Jeff demonstrate that the job of a help desk manager can be a satisfying role built around a magnetic idea: a few simple metrics, a great attitude, and enabling others to succeed are a manager's biggest secret.
Author: Publisher: ISBN: Category : Languages : en Pages : 130
Book Description
For more than 40 years, Computerworld has been the leading source of technology news and information for IT influencers worldwide. Computerworld's award-winning Web site (Computerworld.com), twice-monthly publication, focused conference series and custom research form the hub of the world's largest global IT media network.
Author: Wayne Schlicht Publisher: Build a Help Desk Consulting LLC ISBN: 1696388414 Category : Computers Languages : en Pages : 330
Book Description
Do you want your Help Desk to maximize customer satisfaction, quality and first contact resolution? Or just make sure your IT management processes are repeatable? Does it seem your computer user support can be ad hoc at times? Are you always running around putting out fires? In this book you will learn powerful industry standard best practices that can be used to mature your IT Service Management processes, practices and procedures today! What makes this book different? Instead of just providing you a lot of technical information, I empower you with a step by step approach to mature your Help Desk. Each chapter includes straight forward processes that are easy to understand. Once you completely understand the process, chapters are concluded with a quick start implementation worksheet to put your new process into action. This format will allow you to rapidly transform your people, processes, and technology into a customer-focused center of excellence today! You can never underestimate the power of industry standard best practices. The recommendations shared in Help Desk Management are based on real-life experiences building successful customer-focused teams. Through trial and error, I am sharing what worked for my teams at small, medium, and Fortune 500 sized companies. Look no further. I will help you succeed. This information is designed to improve your management skills, your team engagement, and set you on a successful path to building a truly great team. What actionable and realistic end user support processes will you learn? How to justify funding for improvement projects. Creating an inspiring mission statement. Designing an employee performance management plan that works. Building an effective employee training and development program. Implementing a call and ticket quality assurance audit program that empowers the manager. Driving up the First Contact Resolution (FCR) percentage. Reducing cost per ticket costs by moving work from system engineers to the Help Desk. Marketing the Help Desk for company wide recognition. Implementing ITIL incident, problem, change, knowledge and event management. Do not hesitate to pick up your copy today
Author: Rob Botwright
Author: Rob Botwright
Author: Rob Botwright
Author: Rob Botwright
Author: Phil Gerbyshak
Author: Anand Vemula
Author: Peter Cross
Author: Phil Gerbyshak
Author: Edward T. Reilly
Author: 
Author: Wayne Schlicht