<p>The role of a service desk manager is to provide the single point of contact between an IT organisation and its users. Responsibilities include developing, implementing, monitoring and improving processes and procedures relating to the management of incidents and service requests and handling the communication between an IT provider and its users. This book gives an excellent introduction to the role, covering areas such as purpose, required skills and career progression, as well as tools, standards and frameworks. Based on the author's extensive experience, it gives practical guidance to those new to the role and will also be of interest to suppliers of service desk and associated software so they can gain a deeper understanding of how the people who use their products need to work.</p>

Service Desk and Incident Manager: Careers in It Service Management

Business & Money

Wheatcroft, Peter

Job Hunting & Careers

'World Class IT Service Delivery' is a best practice guide to service management, exploring IT performance plus the cultural emphasis needed to attain world class levels, how to achieve certification and what the results should look like. It demonstrates the factors that enable organizations to achieve world class standards and the competitive advantage that it brings. Distinctively, 'World Class IT Service Delivery' not only covers what is required to reach these standards and how to go about achieving certification, but also explains what the results should look like and how your organization may be missing out. Peter Wheatcroft's book offers a shortcut to selling services more profitably whilst achieving results more quickly.

World Class It Service Delivery

Management & Leadership

See the best price to sell, buy, or rent books by Wheatcroft, Peter. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Books by Wheatcroft, Peter

See the best price to sell, buy, or rent books by Wheatcroft, Peter. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Service Desk and Incident Manager: Careers in It Service Management

World Class It Service Delivery