Whether you manage in-house or outsourced IT operations, your problem resolution processes may be the #1 factor that will determine your ultimate success or failure. What's more, help desks are increasingly called upon to "move up the food chain," becoming true service centers capable of delivering complex, strategic solutions. Finally, there's a single source for all the information you need to build world-class problem management processes -- and deliver the value today's enterprises are demanding. Drawing upon extensive real-world consulting experience, Gary Walker presents specific process improvements IT organizations and outsourcers can make to achieve breakthrough results in their help desks and service centers. Walker reviews every key element of the problem management process, including problem identification, customer validation, problem logging, service delivery, knowledge capture and sharing, and finally, management review and oversight. Walker introduces the Immediate Response Model, which gives IT managers a formal way to account for request variability, complexity, and volume; shows how to use metrics to measure your progress; and offers guidance on creating and using service level agreements. The book includes a detailed chapter on tools for communications with customers, service delivery, and proactive monitoring, as well as opportunities to use the Internet and Integrated Voice Response (IVR) systems to empower customers. Finally, Walker addresses the human side of help desks and service centers, offering practical guidance on motivation.
Sprache
Verlagsort
Verlagsgruppe
Zielgruppe
Für höhere Schule und Studium
Maße
Höhe: 182 mm
Breite: 242 mm
Dicke: 21 mm
Gewicht
ISBN-13
978-0-13-030770-5 (9780130307705)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Klassifikation
GARY WALKER is a leading IT consultant, helping Fortune 500 and emerging growth companies focus on the people, processes, and technology required to operate a highly reliable and cost effective infrastructure.
1. Introduction to Problem Management.
Help Desk. Internal and External Service Centers. Building a Successful Service Center. Problem Management Process Overview. Management Review and Oversight.
2. Service Center Organization.
Immediate Response Model. Managed Response Model.
3. Maintaining a Service Catalog.
Add a New Service. Remove a Service.
4. Problem Identification.
Problem Discovery. Problem Reporting Access. The Proactive Service Center. Implementation Considerations.
5. Customer Validation.
Typical Validation. Formal Validation. Validation Process Description. Validation Implementation.
6. Problem Logging.
Current Problem Logging Approaches. Future Problem Logging Methods. Service Request Categories Overview. Prioritizing Requests Overview.
7. Service Delivery.
Problem Determination. Work Restoration. Service Center Organization Overview. Escalation. Tier 1, 2, and 3 Problem Management Responsibilities. Service Request (Ticket) Ownership.
8. Knowledge Capture and Sharing.
Knowledge Capture and Sharing Overview. Knowledge Capture Process. Implementation.
9. Management, Review, and Oversight.
Building Your Plan: Strategic Objectives and Metrics. Using Metrics to Measure Your Progress. Formal Review of Metrics. Key Roles and Management Teams. Reports.
10. Service Level Agreements.
SLA Content. Using the SLA.
11. Service Center Tools.
Access Tools. Service Delivery Tools. Proactive Monitoring Tools. Customer-Enabling Tools.
12. Motivation.
Motivation Through Reward. Motivation Through Incentives. Other Motivation Techniques. The Manager's Role in Motivation.
Index.
