| Description |
1 online resource (256 p. :) ill. |
| Series |
Harris Kern's Enterprise Computing Institute Ser. |
|
Harris Kern's Enterprise Computing Institute Ser.
|
| Summary |
Annotation The complete "best practices" guide to IT problem resolution!<P>No matter how professional your IT organization, if you can't resolve problems quickly and effectively, you'll lose your stakeholders' confidence--and fail. Nowadays, help desk s aren't enough: companies want true service centers capable of delivering complex, strategic solutions. "IT Problem Management" is the first single source for building world-class problem management processes. Drawing upon his extensive consulting e xperience, Gary Walker presents specific improvements you can make to achieve breakthrough results in any help desk or service center--in-house or out-sourced. Coverage includes: <UL> <LI>Problem identification, customer validation, problem lo gging, service delivery, knowledge capture and sharing, and management oversight</LI> <LI>The Immediate Response Model: accounting for problem variability, complexity, and volume</LI> <LI>Detailed metrics for measuring your responsiveness</LI> <LI>Bett er ways to create and use service,level agreements</LI> <LI>State-of-the-art tools for customer interaction, service delivery, and proactive monitoring</LI> <LI>New Internet and knowledge base systems: empowering users to solve their own problems</LI> <LI>The human side: staffing, retention, and motivation</LI></UL><P>"IT Problem Management" isn't just theory: it delivers real-world case studies, detailed benchmarks, and practical solutions for turning your help desk into a high-performance I T service center, starting today. |
| Audience |
Scholarly & Professional Prentice Hall PTR. |
| Subject |
Electronic Data Processing -- Management. |
|
Information Technology. |
|
Business & Economics -- Industries -- Computer Industry. |
|
Computers -- Information Technology. |
|
Engineering & Applied Sciences. |
|
Computer Science. |
| Added Author |
Kern, Harris Author.
|
| ISBN |
9780130307705 |
|
013030770X (Trade Paper) |
| Standard No. |
076092011729 |
|
9780130307705 |
|
More Resources