Service Desk Manager Bootcamp

Name: Service Desk Manager Bootcamp | ITIL 4 Standards, KPI & SLA Management
Brand: Pastor Publishing Ltd
Price: 18.99 EUR
Availability: OnlineOnly

ITIL 4 Standards, KPI & SLA Management

Rob Botwright(Autor*in)

Pastor Publishing Ltd

1. Auflage

Erschienen am 2. April 2024

300 Seiten

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978-1-83938-745-6 (ISBN)

18,99 €inkl. 7% MwSt.

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Beschreibung

¿¿¿¿ Welcome to the Service Desk Manager Bootcamp! ¿¿¿¿

Are you ready to take your service desk management skills to the next level? Introducing our exclusive book bundle: "Service Desk Manager Bootcamp: ITIL 4 Standards, KPI & SLA Management." ¿¿¿¿

In this comprehensive bundle, you'll gain access to four essential books that cover everything you need to know to excel in service desk management:

¿¿¿¿ BOOK 1: Service Desk Essentials: A Beginner's Guide to ITIL 4 Standard Get started on the right foot with this beginner's guide to ITIL 4 Standard. Learn the core principles and practices of IT service management and align IT services with business objectives.

¿¿¿¿ BOOK 2: Mastering KPIs: Optimizing Service Desk Performance Unlock the secrets to optimizing service desk performance with this book. Discover how to identify, define, and track key performance indicators (KPIs) to enhance customer satisfaction and drive organizational success.

¿¿¿¿ BOOK 3: SLA Mastery: Advanced Strategies for Service Desk Managers Take your SLA management skills to the next level with advanced strategies and techniques. Learn how to negotiate, implement, and manage SLAs to ensure compliance and alignment with business objectives.

¿¿¿¿ BOOK 4: Beyond Basics: Expert Insights into Service Desk Management in the Digital Age Stay ahead of the curve with expert insights into service desk management in the digital age. Explore innovative approaches, emerging technologies, and best practices for delivering exceptional customer experiences.

With over 3000 characters of expert guidance and practical strategies, this book bundle is your ticket to service desk excellence. Whether you're a beginner looking to build a strong foundation or an experienced manager seeking advanced techniques, the Service Desk Manager Bootcamp has something for everyone.

Don't miss out on this opportunity to elevate your service desk management skills and drive organizational success. Get your hands on the Service Desk Manager Bootcamp book bundle today! ¿¿¿¿

Weitere Details

Inhalt

Intro
Introduction
Chapter 1: Introduction to IT Service Management
Chapter 2: Understanding the ITIL Framework
Chapter 3: Overview of ITIL 4 Standard
Chapter 4: Service Desk Fundamentals
Chapter 5: Incident Management Basics
Chapter 6: Problem Management Essentials
Chapter 7: Change Management Principles
Chapter 8: Service Level Management Overview
Chapter 9: ITIL Best Practices for Service Desk Operations
Chapter 10: Implementing ITIL 4 Standard in Your Organization
Chapter 1: Understanding Key Performance Indicators (KPIs)
Chapter 2: Identifying Relevant KPIs for Service Desk Performance
Chapter 3: Setting SMART Goals for Service Desk Optimization
Chapter 4: Data Collection and Analysis Techniques
Chapter 5: Monitoring and Measuring Service Desk Metrics
Chapter 6: Continuous Improvement Strategies
Chapter 7: Implementing Performance Dashboards and Reporting
Chapter 8: Addressing Challenges in KPI Implementation
Chapter 9: Aligning KPIs with Business Objectives
Chapter 10: Case Studies: Successful KPI Implementation in Service Desk Management
Chapter 1: Understanding Service Level Agreements (SLAs)
Chapter 2: Defining SLA Metrics and Targets
Chapter 3: Negotiating SLAs with Stakeholders
Chapter 4: Monitoring and Reporting SLA Performance
Chapter 5: Managing SLA Breaches and Escalations
Chapter 6: Continuous Improvement of SLAs
Chapter 7: SLA Automation and Tools
Chapter 8: SLA Governance and Compliance
Chapter 9: Advanced SLA Negotiation Techniques
Chapter 10: Case Studies: Effective SLA Management in Service Desk Operations
Chapter 1: The Evolution of Service Desk Management in the Digital Era
Chapter 2: Leveraging AI and Automation in Service Desk Operations
Chapter 3: Implementing Self-Service and Chatbots for Enhanced User Experience
Chapter 4: Integrating Service Desk with DevOps and Agile Methodologies
Chapter 5: Cybersecurity Considerations for Modern Service Desk Managers
Chapter 6: Managing Remote and Distributed Service Desk Teams
Chapter 7: Big Data Analytics for Service Desk Optimization
Chapter 8: Implementing Omnichannel Support Strategies
Chapter 9: Addressing Compliance and Regulatory Challenges
Chapter 10: Future Trends and Innovations in Service Desk Management
Conclusion

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