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Table Of Contents

1 Introduction
2 Customer Service Principles
2.2 Four Components of Customer Service
2.3 Conflict Resolution
2.3.1 What is Conflict?
2.4 Types of Conflict
2.4.1 Open Conflict vs. Hidden Conflict
2.5 Decision Making and Assertiveness
2.5.1 Seven Steps to Good Decision Making
2.5.2 Pareto Analysis - Choosing the Most Important Changes to Make
2.5.3 Grid Analysis - Making a Choice Where Many Factors Must Be Considered
2.5.4 PMI - Weighing the Pros and Cons of a Decision
2.5.5 Force Field Analysis - Understanding the Pressures For and Against Change
2.5.6 Six Thinking Hats - Looking at a Decision from All Points of View
2.5.7 Starbursting - Understanding new ideas by brainstorming questions
2.5.8 Stepladder Technique - Making Better Group Decisions
2.5.9 Cost/Benefit Analysis – Evaluating Quantitatively
3 IT Service Management
3.1 What is ITIL®?
3.1.1 Good practices
4 The Service Lifecycle
4.1 Mapping the Concepts of ITIL® to the Service Lifecycle
4.2 How does the Service Lifecycle work?
5 Service Delivery Principles
5.1 Capacity Management
5.1.1 Goals and objectives
5.1.2 Principles of Capacity Management
5.1.3 Capacity Management Activities
5.2 Change Management
5.2.1 Goals and Objectives
5.2.2 Designing and Planning
5.2.3 Change Models
5.2.4 Triggers and Interfaces
5.2.5 Change Management Activities
5.2.6 Roles and Responsibilities within Change Management
5.2.7 Challenges affecting Change Management
6 Service Operation Principles
6.1 Objectives
6.2 Service Operation Functions
6.3 Technical Management
6.3.1 Goal and Objectives
6.3.2 Key Performance Indicators (KPIs) for Technical Management
6.4 IT Operations Management
6.4.1 Goal and objectives
6.4.2 Operations Control
6.4.3 Facilities Management
6.4.4 Key Performance Indicators (KPIs) for IT Operations Management
6.5 Application Management
6.5.1 Goal and objectives
6.5.2 Build or Buy?
6.5.3 Application Management Lifecycle
6.6 Service Operation Processes
6.7 Event Management
6.7.1 Goals and Objectives
6.7.2 Scope
6.7.3 Event Management Activities
6.8 Problem Management
6.8.1 Goals and Objectives
6.8.2 Scope
6.8.3 Benefits
6.8.4 Problem Management Activities
6.8.5 Proactive Problem Management
6.8.1 Managing Known Errors from the Service Transition Phase
6.9 Service Operation Summary
7 Required Technical Knowledge
7.1 Desktop Environments
7.2 Standard Operating Environments (SOEs)
7.3 Managing Networks
7.3.1 TCP/IP Networks
7.3.2 Network Addressing
7.3.3 Network Devices
7.3.4 Managing High Availability (critical) Networks
7.4 Managing Server Environments
7.4.1 Monitoring Events
7.4.2 Managing Software Updates
7.4.3 Remotely Managing Servers
7.4.4 Monitoring Performance
7.4.5 Monitoring and Optimizing a Server Environment
7.4.6 Implementing, Managing, and Maintaining Routing and Remote Access
8 Review Questions
9 Answers to Review Questions
10.2 ISO/IEC 20000 Pathways
10.3 Cloud Computing
11 Index
P. 1
Help Desk Technician Complete Certification Kit: You-Powered Help Desk Support - Essential Study Guide and eLearning Program

Help Desk Technician Complete Certification Kit: You-Powered Help Desk Support - Essential Study Guide and eLearning Program

Ratings: (0)|Views: 94 |Likes:
Published by Emereo Publishing
Boost your career with this book and the accompanying instant-on certification program and community for sharing Help Desk Technician answers, ideas and solutions.

A typical Help Desk Technician provides an extension of the skills required by a senior Help Desk technician, who may be responsible for second-line support as well as for performing specialist maintenance activities.

Already have some technical knowledge that is or will be utilized in a Help Desk role? Then get this book and its accompanying online course and get certified. The focus of the book is on the high-level practices that are important when providing Help Desk support services, including customer service, IT Service Management and the technical activities that will be performed.

This comprehensive book gives you access to, and is designed to complement the access-included in-depth Help Desk Technician eLearning program provided by The Art of Service. The interactive eLearn course uses a combination of narrated presentations with text supplements and multiple choice assessments which will ultimately prepare you for the Help Desk Technician certification exam.

Contents:

CUSTOMER SERVICE PRINCIPLES:

-FOUR COMPONENTS OF CUSTOMER SERVICE

-CONFLICT RESOLUTION, What is Conflict?

-TYPES OF CONFLICT, Open Conflict vs, Hidden Conflict

-DECISION MAKING AND ASSERTIVENESS, Seven Steps to Good Decision Making, Pareto Analysis, Grid Analysis, PMI - Weighing the Pros and Cons of a Decision, Force Field Analysis, Six Thinking Hats, Starbursting, Stepladder Technique - Making Better Group Decisions, Cost/Benefit Analysis - Evaluating the options quantitatively

IT SERVICE MANAGEMENT

THE SERVICE LIFECYCLE

SERVICE DELIVERY PRINCIPLES:

-CAPACITY MANAGEMENT: Goals and objectives, Principles of Capacity Management, Capacity Management Activities

-CHANGE MANAGEMENT: Goals and Objectives, Designing and Planning, Change Models, Triggers and Interfaces, Change Management Activities, Roles and Responsibilities within Change Management, Challenges affecting Change Management.

SERVICE OPERATION PRINCIPLES:

-SERVICE OPERATION FUNCTIONS

-TECHNICAL MANAGEMENT, Goal and Objectives, Key Performance Indicators (KPIs) for Technical Management

-IT OPERATIONS MANAGEMENT, Goal and objectives, Operations Control, Facilities Management, Key Performance Indicators (KPIs) for IT Operations Management

-APPLICATION MANAGEMENT, Application Management Lifecycle

-SERVICE OPERATION PROCESSES

-EVENT MANAGEMENT, Goals and Objectives, Scope, Event Management Activities

-PROBLEM MANAGEMENT, Goals and Objectives, Scope, Benefits, Problem Management Activities, Proactive Problem Management, Managing Known Errors from the Service Transition Phase

REQUIRED TECHNICAL KNOWLEDGE:

-DESKTOP ENVIRONMENTS

-STANDARD OPERATING ENVIRONMENTS (SOES)

-MANAGING NETWORKS, TCP/IP Networks, Network Addressing, Network Devices, Managing High Availability (critical) Networks

-MANAGING SERVER ENVIRONMENTS, Monitoring Events, Managing Software Updates, Remotely Managing Servers, Monitoring Performance, Monitoring and Optimizing a Server Environment, Implementing, Managing, and Maintaining Routing and Remote Access

REVIEW QUESTIONS

Boost your career with this book and the accompanying instant-on certification program and community for sharing Help Desk Technician answers, ideas and solutions.

A typical Help Desk Technician provides an extension of the skills required by a senior Help Desk technician, who may be responsible for second-line support as well as for performing specialist maintenance activities.

Already have some technical knowledge that is or will be utilized in a Help Desk role? Then get this book and its accompanying online course and get certified. The focus of the book is on the high-level practices that are important when providing Help Desk support services, including customer service, IT Service Management and the technical activities that will be performed.

This comprehensive book gives you access to, and is designed to complement the access-included in-depth Help Desk Technician eLearning program provided by The Art of Service. The interactive eLearn course uses a combination of narrated presentations with text supplements and multiple choice assessments which will ultimately prepare you for the Help Desk Technician certification exam.

Contents:

CUSTOMER SERVICE PRINCIPLES:

-FOUR COMPONENTS OF CUSTOMER SERVICE

-CONFLICT RESOLUTION, What is Conflict?

-TYPES OF CONFLICT, Open Conflict vs, Hidden Conflict

-DECISION MAKING AND ASSERTIVENESS, Seven Steps to Good Decision Making, Pareto Analysis, Grid Analysis, PMI - Weighing the Pros and Cons of a Decision, Force Field Analysis, Six Thinking Hats, Starbursting, Stepladder Technique - Making Better Group Decisions, Cost/Benefit Analysis - Evaluating the options quantitatively

IT SERVICE MANAGEMENT

THE SERVICE LIFECYCLE

SERVICE DELIVERY PRINCIPLES:

-CAPACITY MANAGEMENT: Goals and objectives, Principles of Capacity Management, Capacity Management Activities

-CHANGE MANAGEMENT: Goals and Objectives, Designing and Planning, Change Models, Triggers and Interfaces, Change Management Activities, Roles and Responsibilities within Change Management, Challenges affecting Change Management.

SERVICE OPERATION PRINCIPLES:

-SERVICE OPERATION FUNCTIONS

-TECHNICAL MANAGEMENT, Goal and Objectives, Key Performance Indicators (KPIs) for Technical Management

-IT OPERATIONS MANAGEMENT, Goal and objectives, Operations Control, Facilities Management, Key Performance Indicators (KPIs) for IT Operations Management

-APPLICATION MANAGEMENT, Application Management Lifecycle

-SERVICE OPERATION PROCESSES

-EVENT MANAGEMENT, Goals and Objectives, Scope, Event Management Activities

-PROBLEM MANAGEMENT, Goals and Objectives, Scope, Benefits, Problem Management Activities, Proactive Problem Management, Managing Known Errors from the Service Transition Phase

REQUIRED TECHNICAL KNOWLEDGE:

-DESKTOP ENVIRONMENTS

-STANDARD OPERATING ENVIRONMENTS (SOES)

-MANAGING NETWORKS, TCP/IP Networks, Network Addressing, Network Devices, Managing High Availability (critical) Networks

-MANAGING SERVER ENVIRONMENTS, Monitoring Events, Managing Software Updates, Remotely Managing Servers, Monitoring Performance, Monitoring and Optimizing a Server Environment, Implementing, Managing, and Maintaining Routing and Remote Access

REVIEW QUESTIONS

More info:

Publish date: Oct 24, 2012
Added to Scribd: Jan 30, 2013
Copyright:Traditional Copyright: All rights reservedISBN:9781486432196
List Price: $79.96

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