Support Center Complete Handbook - How to analyze, assess, manage and deliver customer business needs and exceed customer expectations with help desk, support center and service desk

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......Page 7
Contents......Page 2
What is ITIL?......Page 8
Reasons for Implementation
......Page 9
Implementing ITIL......Page 10
Implementation of Service Strategy......Page 11
Implementing Service Design......Page 12
Implementing Service Transition......Page 16
Implementing Service Operation......Page 19
Implementation of CSI......Page 24
Case Studies......Page 27
The IT Service Management ITIL V3 BENCHMARK CHECKLIST......Page 28
Service Strategy - The Practice of Service Management......Page 29
Service Design - Service Management as a Practice......Page 35
Service Transition - Service Management as a Practice......Page 44
Service Operation - Service Management as a Practice......Page 52
Continual Service Improvement - Service Management as a Practice
......Page 61
CONCLUSION......Page 67
Customer Service
......Page 69
Customer Service - An Imperative......Page 70
Five Rules of Customer Care......Page 72
Choosing the Right Customer Service Representatives......Page 73
Differentiating your organization through Customer Focus......Page 81
The Customer Focus Model......Page 84
The Customer Focus Approach......Page 85
THE INTERVIEW AND SELECTION PROCESS......Page 86
SAMPLE CUSTOMER SERVICE FOCUSED INTERVIEW QUESTIONS......Page 93
INTERVIEWING......Page 96
TIPS ON INTERVIEWING......Page 97
CHECKING REFERENCES......Page 100
RECRUITING......Page 102
ASSESSING YOUR RECRUITMENT AND SELECTION PRACTICES......Page 105
Appendix Sample Customer Service Plan......Page 107
Incident Management INTRODUCTION ROADMAP......Page 113
INCIDENT MANAGEMENT PRESENTATION......Page 114
SUPPORTING DOCUMENTS......Page 131
INTRODUCTION......Page 179
SUPPORT AND RESTORE......Page 206
SERVICE DESK – REVIEW......Page 271
INCIDENT MANAGEMENT – REVIEW......Page 274
PROBLEM MANAGEMENT – REVIEW......Page 279
ASSIGNMENTS......Page 285
ASSIGNMENT RESOURCES......Page 288
EXAM PREPARATION......Page 298
Service Desk INTRODUCTION ROADMAP......Page 309
SERVICE DESK PRESENTATION......Page 311
SUPPORTING DOCUMENTS......Page 321
IMPLENTATION AND PROJECT PLAN......Page 372
Service Desk INTRODUCTION ROADMAP......Page 380
SERVICE DESK ITIL V3 PRESENTATION......Page 383
SUPPORTING DOCUMENTS......Page 394
SERVICE DESK OBJECTIVES AND GOALS......Page 437
POLICIES OBJECTIVES AND SCOPE......Page 441
IMPLEMENTATION PLAN AND PROJECT PLAN......Page 445
BUSINESS JUSTIFICATION DOCUMENT......Page 455
Service Level Management INTRODUCTION ROADMAP......Page 459
SERVICE DESIGN......Page 461
CONTINUAL SERVICE IMPROVEMENT......Page 480
SUPPORTING DOCUMENTS......Page 487
SLM IMPLEMENTATION & PROJECT PLAN......Page 578
FURTHER INFORMATION......Page 586
INDEX
......Page 587