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Table Of Contents

Foreword
Help Desk Certifcation Scheme
How to access the eLearning Program
1 Introduction
2 Customer Service Principles
2.1 Defnition of Customer Service
2.1.1 What is Service?
2.2 Four Components of Customer Service
2.3 Face-to-Face and One-to-One Contact
2.3.1 First Impressions
2.4 Confict Resolution
2.4.1 What is Confict?
2.5 Types of Confict
2.5.1 Open Confict vs Hidden Confict
3 Providing Efective Supervision
3.1 Tips for Learning the Ropes Quickly
3.2 Setting Goals
3.3 Decision Making and Assertiveness
3.3.1 Seven Steps to Good Decision Making
3.3.2 Pareto Analysis—Choosing the Most Important Changes to Make
3.3.4 PMI—Weighing the Pros and Cons of a Decision
3.3.5 Force Field Analysis—Understanding the Pressures For and Against Change
3.3.6 Six Thinking Hats—Looking at a Decision from All Points of View
3.3.7 Starbursting—Understanding New Ideas by Brainstorming Questions
3.3.8 Stepladder Technique—Making Better Group Decisions
3.3.9 Cost/Beneft Analysis—Evaluating Quantitatively
4 Writing Reports and Proposals
4.1 Becoming a Good Writer
4.2 The Rules of Writing
5 IT Service Management
6 Service Delivery Principles
6.1 Capacity Management
6.1.1 Goals and objectives
6.1.2 Principles of Capacity Management
6.1.3 Capacity Management Activities
6.1.4 Common Capacity Management Activities
6.1.5 Operational Activities of Capacity Management
6.2 Change Management
6.2.1 Goals and Objectives
6.2.2 Designing and Planning
6.2.3 Change Models
6.2.4 Triggers and Interfaces
6.2.5 Change Management Activities
6.2.6 Roles and Responsibilities within Change Management
6.2.7 Challenges afecting Change Management
7 Service Operation Principles
7.1 Objectives
7.2 Service Operation Functions
7.3 Technical Management
7.3.1 Goal and Objectives
7.3.2 Key Performance Indicators (KPIs) for Technical Management
7.4 IT Operations Management
7.4.1 Goal and objectives
7.4.2 Operations Control
7.4.3 Facilities Management
7.4.4 Key Performance Indicators (KPIs) for IT Operations Management
7.5 Application Management
7.5.1 Goal and objectives
7.5.2 Build or Buy?
7.5.3 Application Management
7.6 Service Operation Processes
7.7 Event Management
7.7.1 Goals and Objectives
7.7.2 Scope
7.8 Problem Management
7.8.1 Goals and Objectives
7.8.2 Scope
7.8.3 Benefts
7.8.4 Problem Management Activities
7.8.5 Managing Known Errors
7.9 Service Operation Summary
8 Required Technical Knowledge
8.1 Desktop Environments
8.2 Standard Operating Environments (SOEs)
8.3 Managing Networks
8.3.1 TCP/IP Networks
8.3.2 Network Addressing
8.3.3 Network Devices
8.3.4 Managing High Availability (Critical) Networks
8.4 Managing Server Environments
8.4.1 Monitoring Events
8.4.2 Managing Software Updates
8.4.3 Remotely Managing Servers
8.4.4 Monitoring Performance
8.4.5 Monitoring and Optimizing a Server Environment
P. 1
Help Desk Technician - Complete Certification Kit Book - Second Edition - Essential Study Guide and eLearning Program, Second Edition

Help Desk Technician - Complete Certification Kit Book - Second Edition - Essential Study Guide and eLearning Program, Second Edition

Ratings: (0)|Views: 419 |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
Definition of Customer Service
What is Service?
Four Components of Customer Service
Face-to-Face and One-to-One Contact
First Impressions
Conflict Resolution
What is Conflict?
Types of Conflict
Open Conflict vs Hidden Conflict

--Providing Effective Supervision
Tips for Learning the Ropes Quickly
Setting Goals
Decision Making and Assertiveness
Seven Steps to Good Decision Making
Pareto Analysis—Choosing the Most Important Changes to Make
PMI—Weighing the Pros and Cons of a Decision
Force Field Analysis—Understanding the Pressures For and Against Change
Six Thinking Hats—Looking at a Decision from All Points of View
Starbursting—Understanding New Ideas by Brainstorming Questions
Stepladder Technique—Making Better Group Decisions
Cost/Benefit Analysis—Evaluating Quantitatively

--Writing Reports and Proposals
Becoming a Good Writer
The Rules of Writing

--IT Service Management
Good practices

--Service Delivery Principles
Capacity Management
Goals and objectives
Principles of Capacity Management
Capacity Management Activities
Common Capacity Management Activities
Operational Activities of Capacity Management
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
Objectives
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
Goal and objectives
Build or Buy?
Application Management
Service Operation Processes
Event Management
Goals and Objectives
Scope
Problem Management
Goals and Objectives
Scope
Benefits
Problem Management Activities
Managing Known Errors
Service Operation Summary

--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
Backup Routines

...and much more
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
Definition of Customer Service
What is Service?
Four Components of Customer Service
Face-to-Face and One-to-One Contact
First Impressions
Conflict Resolution
What is Conflict?
Types of Conflict
Open Conflict vs Hidden Conflict

--Providing Effective Supervision
Tips for Learning the Ropes Quickly
Setting Goals
Decision Making and Assertiveness
Seven Steps to Good Decision Making
Pareto Analysis—Choosing the Most Important Changes to Make
PMI—Weighing the Pros and Cons of a Decision
Force Field Analysis—Understanding the Pressures For and Against Change
Six Thinking Hats—Looking at a Decision from All Points of View
Starbursting—Understanding New Ideas by Brainstorming Questions
Stepladder Technique—Making Better Group Decisions
Cost/Benefit Analysis—Evaluating Quantitatively

--Writing Reports and Proposals
Becoming a Good Writer
The Rules of Writing

--IT Service Management
Good practices

--Service Delivery Principles
Capacity Management
Goals and objectives
Principles of Capacity Management
Capacity Management Activities
Common Capacity Management Activities
Operational Activities of Capacity Management
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
Objectives
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
Goal and objectives
Build or Buy?
Application Management
Service Operation Processes
Event Management
Goals and Objectives
Scope
Problem Management
Goals and Objectives
Scope
Benefits
Problem Management Activities
Managing Known Errors
Service Operation Summary

--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
Backup Routines

...and much more

More info:

Published by: Emereo Publishing on Aug 16, 2011
Copyright:Traditional Copyright: All rights reserved
List Price: $199.95 Buy Now

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