Service Desk Tools A Complete Guide 2019 Edition
Download Service Desk Tools A Complete Guide 2019 Edition full books in PDF, epub, and Kindle. Read online free Service Desk Tools A Complete Guide 2019 Edition ebook anywhere anytime directly on your device. Fast Download speed and no annoying ads. We cannot guarantee that every ebooks is available!
Author | : Blokdyk, Gerardus |
Publisher | : Emereo |
Total Pages | : 327 |
Release | : 2019-05-30 |
Genre | : Business & Economics |
ISBN | : 0655593772 |
When doing a DR drill, have you found the run book to be out of sync with the current configuration? How many man-hours can be recovered through effective configuration management? Do you need a new release, version or patch level of the software? Is the service usage appropriate to capacity? Defining, designing, creating, and implementing a process to solve a challenge or meet an objective is the most valuable role… In EVERY group, company, organization and department. Unless you are talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?' This Self-Assessment empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Software Change and Configuration Management investments work better. This Software Change and Configuration Management All-Inclusive Self-Assessment enables You to be that person. All the tools you need to an in-depth Software Change and Configuration Management Self-Assessment. Featuring 965 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Software Change and Configuration Management improvements can be made. In using the questions you will be better able to: - diagnose Software Change and Configuration Management projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices - implement evidence-based best practice strategies aligned with overall goals - integrate recent advances in Software Change and Configuration Management and process design strategies into practice according to best practice guidelines Using a Self-Assessment tool known as the Software Change and Configuration Management Scorecard, you will develop a clear picture of which Software Change and Configuration Management areas need attention. Your purchase includes access details to the Software Change and Configuration Management self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. You will receive the following contents with New and Updated specific criteria: - The latest quick edition of the book in PDF - The latest complete edition of the book in PDF, which criteria correspond to the criteria in... - The Self-Assessment Excel Dashboard - Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation - In-depth and specific Software Change and Configuration Management Checklists - Project management checklists and templates to assist with implementation INCLUDES LIFETIME SELF ASSESSMENT UPDATES Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.
Author | : Fred Beisse |
Publisher | : Cengage Learning |
Total Pages | : 592 |
Release | : 2009-09-16 |
Genre | : Computers |
ISBN | : 9780495806493 |
A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, FOURTH EDITION focuses on key information and skills for user support professionals, including troubleshooting and problem solving, successful communication with clients, determining a client's specific needs, and training end users. For those considering entering the field, alternate career paths for user-support workers are described. This text continues many of the successful features of previous editions, including Tips, On The Web pointers, Check Your Understanding self-tests, discussion questions, hands-on activities, and case projects. With balanced coverage of both people skills and technical skills, this book is an excellent resource for those in or preparing for the technical-support field. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.
Author | : Donna Knapp |
Publisher | : Thomson South-Western |
Total Pages | : 416 |
Release | : 2013-02-14 |
Genre | : Computer industry |
ISBN | : 9781285063539 |
Translate technical expertise into an effective career in computer user support with the help of Knapp's A GUIDE TO SERVICE DESK CONCEPTS, 4E, International Edition. This trusted, contemporary guide introduces the latest developments, research, resources and trends as they happen in computer user support. Readers explore the various types of service desks and gain a solid understanding of the diverse roles and skills required. This edition also reviews the processes and technologies that ensure the service desk is operating effectively and examines how today's leading organizations measure service desk success.The author references the very latest ITIL® 2011 best practices, leading quality and IT service management frameworks and standards to ensure this edition presents the most recent information regarding the role of outsourcing and certification in the service desk. New case studies and projects as well as updated chapters highlight the evolving role of the service desk and how technology trends, such as cloud computing, virtualization, mobile technology and consumerization, are impacting the service desk. New material also examines the current emphasis on self-help and the effects of self-healing capabilities within newer generation technologies.
Author | : Mike Holandez |
Publisher | : Thinqsys Incorporated |
Total Pages | : 174 |
Release | : 2019-03-10 |
Genre | : Computers |
ISBN | : 9781999031503 |
If you had to rebuild the IT helpdesk from the ground up, how would you do it? Service Desk Superhero is a comprehensive, step-by-step guide in transforming the service desk from mediocre to excellent! Be an I.T. superhero! Turn the service desk around, improve the business, and catapult your career! In this book you will learn: ✅ How to lay the foundation that will ensure optimal service desk success! ✅ How to harness the unique talents of the service desk staff and align their roles! ✅ How to build a solid service desk solution by choosing the right ticketing system! ✅ How to use automation techniques to put your service desk on cruise control! ✅ BONUS: How to deal with the most common service requests and incidents! ...and much more! Don't let your IT career fall into a downward spiral. BUY this book NOW! Readers are loving Service Desk Superhero: "I wish I had a book like this years ago! The Service Desk industry can really benefit from the research and advice from Service Desk Superhero. I'm certain that businesses will see tremendous improvements in the way IT incidents and requests are handled if they follow Mike's advice." -- J. M., IT Consultant and Business Systems Analyst, CGI "WOW is all I can say. I highly, highly recommend this book. There is no service desk reference like this out there....If you only had to buy one book about the service desk, this had better be it!" --- A.M., Business Consultant, TD Bank "This is an invaluable, must-have reference guide! It's an excellent compilation of best practices that Service Desks should refer to periodically." --- W. S., Cyber Security Consultant
Author | : Jordan Krause |
Publisher | : Packt Publishing Ltd |
Total Pages | : 691 |
Release | : 2021-07-29 |
Genre | : Computers |
ISBN | : 180107934X |
Enhance and secure your datacenter with Microsoft Windows Server 2019 Key Features Updated with four new chapters on Active Directory, DNS and DHCP, group policy, and troubleshooting Design and implement Microsoft Server 2019 in an enterprise environment Learn how to use Windows Server to create secure and efficient networks Book Description Written by a nine-time Microsoft MVP award winner with over twenty years of experience working in IT, Mastering Windows Server 2019 is a hands-on guide for anyone looking to keep their skills up to date. This third edition comes with four new chapters to provide you with the in-depth knowledge needed to implement and use this operating system in any environment. Centralized management, monitoring, and configuration of servers are key to an efficient IT department. This book delves into multiple methods for quickly managing all your servers from a single pane of glass' — the ability to monitor different servers across a network using Server Manager, Windows PowerShell, and even Windows Admin Center — from anywhere. Despite the focus on Windows Server 2019 LTSC, you will still explore containers and Nano Server, which are more related to the SAC of server releases. This additional coverage will give you insights into all aspects of using Windows Server 2019 in your environment. This book covers a range of remote access technologies available in this operating system, teaches management of PKI and certificates, and empowers you to virtualize your datacenter with Hyper-V. You will also discover the tools and software included with Windows Server 2019 that assist in the inevitable troubleshooting of problems that crop up. What you will learn Work with Server Core and Windows Admin Center Secure your network and data with modern technologies in Windows Server 2019 Understand containers and understand when to use Nano Server Discover new ways to integrate your datacenter with Microsoft Azure Reinforce and secure your Windows Server Virtualize your datacenter with Hyper-V Explore Server Manager, PowerShell, and Windows Admin Center Centralize your information and services using Active Directory and Group Policy Who this book is for If you are a system administrator or an IT professional designing and deploying Windows Server 2019, this book is for you. It will be particularly useful for sysadmins who've worked with older versions of Microsoft Server or those who want to stay up to date with new developments. Prior experience with Windows Server operating systems and familiarity with networking concepts is a must.
Author | : Wayne Schlicht |
Publisher | : |
Total Pages | : 138 |
Release | : 2019-08-27 |
Genre | : |
ISBN | : 9781688943070 |
Want to lower support ticket cost, improve first contact resolution (FCR), and improve reporting? If you said yes, then Effective Help Desk Ticket Categories is for you! Is this a long-winded book full of unproven theories? No. This book gets right to the point with a detailed step-by-step guide based on 20 years of successful ticket category implementation projects. It designed for busy professionals at call centers, service desks and of course help desks. Is this book just for system engineers? Absolutely not! The guide is for everyone that works with support tickets. If you are a director, project manager or developer, this book will help improve your process. Why do I need this book? With our help, your project will be successful! Your final ticket classification design will be geared to productivity gains, not just a ticket filing system. Your project will save time and money! We provide time-saving quick-start templates and discuss how to maximize your resolution tools to close tickets faster. What is in the book? First, we explain what ticket classification is, why we use it, and the significant benefits. Then we identify project resources to engage early in the project and the ticket classification process. After that, we provide you a step-by-step quick start guide to get your ticket classification project up and running. Following that we expand on the quick start guide with a detailed explanation of each step including the most popular templates. Finally, we include a glossary of frequently used terms. Once implemented most teams will see significant improvements in the following areas. Cost savings - Cost per call, reduced escalation costs. Improved incident resolution rates. Major Incident Management MTTR reduction. Issue avoidance - better problem management inputs. Enterprise reporting maturity. Agent training improvements.
Author | : Ravi Sagar |
Publisher | : Packt Publishing Ltd |
Total Pages | : 156 |
Release | : 2019-01-24 |
Genre | : Computers |
ISBN | : 178934588X |
Leverage Jira's powerful task management and workflow features to better manage your business processes Key FeaturesThe book covers all major applications of Jira, which are Jira Software, Jira Core, Jira Service Desk.Configure project workflows and the fields that will be used in the project with the help of Jira's featuresCreate tickets for issues and manage your projects using the Jira softwareBook Description Jira is an issue tracker and project management system. With their latest release, the Jira team has now expanded their user base to agile teams as well as business teams. This book provides a comprehensive explanation covering all major components of Jira, including Jira Software, Jira Core, and Jira Service Desk. This book starts with an introduction to Jira's unique features and how it can be used as an issue-tracking tool. It will then teach you about how a new project is created by a Jira administrator, what responsibilities there are, and using correct and relevant schemes in your project. You will then learn how to configure project workflows and fields for project screens. You will understand the various permissions used in projects and the importance of project roles in Jira. Then, the book talks about the concepts of versions acting as milestones and using components when handling issues in your projects. It will then focus on analysing data using built-in reports and creating dashboards in Jira. At the end, it will discuss various best practices for users as well as project managers or project administrators. What you will learnImplement Jira as a project administrator or project managerGet familiar with various functionalities of JiraConfigure projects and boards in your organisation's Jira instanceUnderstand how and when to use components and versions in your projectsManage project configurations and Jira schemesLearn the best practices to manage your Jira instanceWho this book is for This book will be especially useful for project managers but it's also intended for other Jira users, including developers, and any other industry besides software development, who would like to use Jira for project management.
Author | : |
Publisher | : |
Total Pages | : 1240 |
Release | : 1919 |
Genre | : Business |
ISBN | : |
Author | : Elizabeth Hathaway Thompson |
Publisher | : University Press of New England |
Total Pages | : 472 |
Release | : 2000 |
Genre | : Nature |
ISBN | : |
The first field guide to all of Vermont's natural communities
Author | : Jody Crane, MD, MBA |
Publisher | : CRC Press |
Total Pages | : 411 |
Release | : 2019-11-25 |
Genre | : Business & Economics |
ISBN | : 135165263X |
This revised and updated book explores the academics behind managing the complex service environment that is the Emergency Department (ED) by combining applied management science and practical experiences to create a model of how to improve operations. This book offers a presentation of Lean tools used in the ED along with basic and advanced flow principles. It then shows how these concepts are applied and why they work, supported by case studies in which Lean principles were used to transform an underperforming ED into a world-class operation. After reviewing best practices, the authors explain how to achieve excellence by discussing the elements of creating a culture of change.