The Service Desk Handbook: A guide to service desk implementation, management and support
About this ebook
- Comprehensive guide on service desk operations
- In-depth exploration of performance metrics and technology adoption
- Practical advice for service desk improvement and future adaptation
- Understand the core principles of service desk management
- Plan and implement an effective service desk structure
- Develop and manage high-performance service desk teams
- Utilize ITSM tools and technologies for efficient operations
- Measure and optimize service desk performance with key metrics
- Explore future trends and technologies in service desk operations
This book is designed for IT service desk managers, support staff, and IT professionals aiming to refine their service desk processes. Ideal readers should have a basic understanding of IT support, service management, and ITIL frameworks. No prior specialized knowledge is required, but familiarity with ITSM tools and customer service practices will be beneficial. The book is perfect for those looking to improve their service desk operations or stay up to date with future trends in the industry.
About the author
IT Governance Publishing (ITGP) is the world's only specialist IT governance publisher. We produce books, toolkits and training aids on a wide range of topics including information security, IT governance, information risk, compliance, cyber security, IT service management, project management and management system standards.
Sanjay Nair has more than 23 years' experience in IT operations in the end-user domain. He has worked as a service desk manager for the past eight years, coaching and mentoring a multicultural team of agents in the banking and aviation sectors. Sanjay's other responsibilities include designing and documenting ITIL-compliant processes and procedures; he is ITIL certified.
