Service Desk and Incident Manager : Careers in IT service management
Peter. Wheatcroft
Bok Engelsk 2014 · Electronic books.
| Utgitt | Swindon : : BCS Learning & Development Limited, , 2014.
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| Omfang | 1 online resource (145 p.)
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| Utgave | 1st edition
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| Opplysninger | Description based upon print version of record.. - Cover; Advert Page; Copyright; CONTENTS; LIST OF FIGURES AND TABLES; ABOUT THE AUTHOR; ACKNOWLEDGEMENTS; REFERENCES AND WEB LINKS; ABBREVIATIONS AND DEFINITIONS; 1 THE CONTEXT FOR THIS BOOK; INTRODUCTION; 2 AN OVERVIEW OF SERVICE DESK AND INCIDENT MANAGEMENT; INTRODUCTION TO IT SERVICE MANAGEMENT; SERVICE DESK AND INCIDENT MANAGEMENT WITHIN IT SERVICE MANAGEMENT; SERVICE DESK AND INCIDENT MANAGEMENT IN PRACTICE; 3 DEVELOPING THE ROLES AND RESPONSIBILITIES; PURPOSE AND OBJECTIVES OF JOBS WORKING ON A SERVICE DESK; SKILLS; RESPONSIBILITIES; INTERFACES AND DEPENDENCIES. - INCIDENT MANAGER INTERVIEWS: SOURCES OF EVIDENCE AGAINST THE ESSENTIAL CRITERIAAdvert Page; INDEX; Back Cover. - INTRODUCING MOMENTS OF TRUTH4 TOOLS, METHODS AND TECHNIQUES; REFERENCES AND STANDARDS; BEST PRACTICE FRAMEWORKS, PROCEDURES AND PROCESSES; TOOLS; 5 CAREER PROGRESSION AND RELATED ROLES; CAREER PROGRESSION; RELATED ROLES; CONTINUING PROFESSIONAL DEVELOPMENT; DEALING WITH INTERVIEWS AND ASSESSMENTS; 6 SERVICE DESK MANAGER CASE STUDIES; THE WORK OF THE SERVICE DESK MANAGER OF A MAJOR RETAIL CHAIN; THE WORK OF THE SERVICE DESK MANAGER OF A HIGH-STREET BANK; APPENDIX; SERVICE DESK SUPERVISOR INTERVIEWS: SOURCES OF EVIDENCE AGAINST THE ESSENTIAL CRITERIA. - The role of a service desk manager is to provide the single point of contact between an IT organisation and its users. Responsibilities include developing, implementing, monitoring and improving processes and procedures. This essential guide covers areas such as purpose, required skills and career progression.
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| ISBN | 1-78017-234-6
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