Welcome to Scribd, the world's digital library. Read, publish, and share books and documents. See more ➡
Buy Now $79.96
Standard view
Full view
of .
Add note
Save to My Library
Sync to mobile
Look up keyword or section
Like this
1Activity
×

Table Of Contents

1 Introduction
1.1 Responsibilities of a Help Desk Manager
1.2 Example Job Advertisements for Help Desk Managers
1.2.1 Example 1
1.2.2 Example 2
2 Hiring the right staff
2.1 Factors in the Hiring Process
2.2 Cost Analysis
2.3 Job Analysis and Position Profiles
2.4 Job Analysis Worksheet
3 Topgrading
3.1 What Is Topgrading?
3.2 What Is an A-Player?
3.3 The Topgrading Calculator
3.4 The Financial and Career Costs of Not Topgrading
3.5 The Cost of Mistakes
3.6 Topgrading Assessments
3.7 Simple Topgrading Model
3.8 Obstacles to Topgrading and How A-Players Overcome Them
3.9 The Topgrading Interview Guide
3.10 Coaching 101: The Topgrading-Based Model
3.11 Avoiding Legal Problems
4 Team Building
4.1 Organizational Shifts
4.2 Types of Teams
4.3 Team Norms
4.4 Beckhart‟s Activities
4.5 Team Leader's Role in Managing Conflict
5 Motivating Your Workforce
5.1 What is Motivation
5.2 Maslow and Herzberg‟s Motivational Theory
5.3 Setting Goals
5.3.1 Goals should be SMART
5.4 Work Values
5.5 Reward Systems
5.6 Pay Options for Teams
5.7 Questions and Answers: Overcoming Evaluation Difficulties
6 Conducting Effective Performance Reviews
6.1 History of Performance Appraisals
6.2 Employees‟ Concerns about PAs
6.3 What Makes PAs a Defensible Process?
6.4 Stereotypes
6.5 The Performance Management Process
6.6 Key Performance Indicators (KPIs)
6.7 SMART KPIs
6.8 KPI components
6.9 Creating KPIs
7 Staff Retention
7.1 Where to Begin?
7.2 What‟s Next?
7.3 Is it all about the Money?
7.4 Compensation/Incentives
7.5 Do You Want To Know?
7.6 Feedback On-Line
8 IT Service Management
8.1 What is ITIL®?
8.1.1 Good practices
9 The Service Lifecycle
9.1 Mapping the Concepts of ITIL® to the Service Lifecycle
9.2 How does the Service Lifecycle work?
10 Service Delivery Principles
10.1 What are Services?
10.1.1 Creating Service Value
10.2 Financial Management
10.2.1 Goal and objectives
10.2.2 Benefits
10.2.3 Financial Management Activities
10.2.4 Funding and charging
10.2.5 Chargeback
10.3 Demand Management
10.3.1 Goal and objectives
11 Service Operation Principles
11.1 Objectives
11.2 Service Operation Functions
11.3 The Help Desk (Service desk)
11.3.1 Goal and objectives
11.3.2 Benefits
11.3.3 Help desk organizational structures
11.3.4 Help desk staffing
11.3.5 Key Performance Indicators (KPIs) for the Help desk
11.3.6 Outsourcing the Help desk
12 Service Operation Processes
12.1 Incident Management
12.1.1 Goals and Objectives
12.1.3 Incident Management Activities
12.1.4 KPIs of Incident Management
12.2 Request Fulfillment
12.2.3 Request Models
12.2.4 Activities
13 Selecting / Configuring Help Desk Tools
13.1 Common features across most Help Desk tools
13.2 Additional or custom features
13.3 Selection process for Help Desk tools
13.4 Integration of Knowledge Management practices
13.4.1 Communities
13.4.2 Collaboration
13.4.3 Workflow Management
14 Review Questions
15 Answers to Review Questions
16 Help Desk Glossary
17 Industry Certifications
17.1 ITIL® Certification Pathways
17.2 ISO/IEC 20000 Pathways
17.3 Cloud Computing
18 Index
P. 1
Help Desk Manager - Complete Certification Kit: Develop the skills required to manage a high-performing Help Desk, its team, balance workloads and improve efficiency

Help Desk Manager - Complete Certification Kit: Develop the skills required to manage a high-performing Help Desk, its team, balance workloads and improve efficiency

Ratings: (0)|Views: 607|Likes:
Published by Emereo Publishing
- What are the most common mistakes made by Help Desk/Service Desk Managers?- What's the trick to running a call center or help desk that is Great?- How to Create value from a Help Desk standpoint- What help desk and support system you recommend for an IT service department?- How do you measure and report staff and team performance?- What should you look for in a Help Desk/Trouble Ticketing SystemRegardless of the size, complexity and budget of the IT department, the first and second line support provided by Help Desk staff will play a large part in the satisfaction of customers and users regarding IT services. Placed in an incredibly challenging environment, Help Desk staff are required to apply knowledge and skills to a wide range of ICT systems by managing any request for assistance or support from the user population. To assist an individual seeking employment as a Help Desk Manager, this book aims to provide an overview of the typical knowledge and skills required, without focusing on any one technology vendor or platform.This study guide and its accompanying online learning program book focuses on the high-level practices that are important when managing Help Desk support services, including managing staff and teams, as well as the creation and execution of efficient IT Service Management processes.This certification kit contains both the study guide and access to our online program that together provides everything you need to prepare for the Help Desk Manager certification exam.Contents- Hiring The Right Staff - Topgrading - Coaching : The Topgrading-Based Model - Team Building - Motivating Your Workforce - Conducting Effective Performance Reviews - Staff Retention - It Service Management - The Service Lifecycle - Service Delivery Principles - Service Operation Principles - Service Operation Processes - Selecting / Configuring Help Desk Tools - Review Questions
- What are the most common mistakes made by Help Desk/Service Desk Managers?- What's the trick to running a call center or help desk that is Great?- How to Create value from a Help Desk standpoint- What help desk and support system you recommend for an IT service department?- How do you measure and report staff and team performance?- What should you look for in a Help Desk/Trouble Ticketing SystemRegardless of the size, complexity and budget of the IT department, the first and second line support provided by Help Desk staff will play a large part in the satisfaction of customers and users regarding IT services. Placed in an incredibly challenging environment, Help Desk staff are required to apply knowledge and skills to a wide range of ICT systems by managing any request for assistance or support from the user population. To assist an individual seeking employment as a Help Desk Manager, this book aims to provide an overview of the typical knowledge and skills required, without focusing on any one technology vendor or platform.This study guide and its accompanying online learning program book focuses on the high-level practices that are important when managing Help Desk support services, including managing staff and teams, as well as the creation and execution of efficient IT Service Management processes.This certification kit contains both the study guide and access to our online program that together provides everything you need to prepare for the Help Desk Manager certification exam.Contents- Hiring The Right Staff - Topgrading - Coaching : The Topgrading-Based Model - Team Building - Motivating Your Workforce - Conducting Effective Performance Reviews - Staff Retention - It Service Management - The Service Lifecycle - Service Delivery Principles - Service Operation Principles - Service Operation Processes - Selecting / Configuring Help Desk Tools - Review Questions

More info:

Published by: Emereo Publishing on Jan 30, 2013
Copyright:Traditional Copyright: All rights reservedISBN:9781486432400
List Price: $79.96 Buy Now

Availability:

Read on Scribd mobile: iPhone, iPad and Android.
This book can be read on up to 6 mobile devices.
See More
See less

04/05/2014

160

9781486432400

$79.96

USD

You're Reading a Free Preview
Pages 5 to 108 are not shown in this preview.
You're Reading a Free Preview
Pages 113 to 160 are not shown in this preview.

You're Reading a Free Preview

Download