{"product_id":"the-service-desk-handbook-a-guide-to-service-desk-implementation-management-and-support","title":"The Service Desk Handbook: A guide to service desk implementation, management and support","description":"\u003cp\u003eAn IT service desk is the first point of contact between users and an IT organisation. A service desk is a one-stop destination for enquiries, requests and reporting issues, ensuring continuing use of IT services without disruption. They have become intrinsic in modern organisations.\u003c\/p\u003e\u003cp\u003eA service desk makes prioritising and responding to customer enquiries much more efficient, saving time and money. More and more organisations are understanding that customer satisfaction is key to developing their business.\u003c\/p\u003e\u003cp\u003e\u003cem\u003eThe Service Desk Handbook - A guide to service desk implementation, management and support\u003c\/em\u003e provides operational guidance for implementing, managing and supporting service desks in the enterprise. It will help service desk teams in adopting ITIL\u003csup\u003e(R)\u003c\/sup\u003e to accomplish their tasks while making the necessary adaptations as per their organisation's needs.\u003c\/p\u003e\u003cp\u003eSuitable for service desk agents, supervisors and managers, as well as project managers and senior management looking to revise processes, this book will help readers get a service desk unit off the ground and act as a key reference guide once the service desk has been implemented.\u003c\/p\u003e\u003cp\u003e\u003cstrong\u003eTopics covered include: \u003c\/strong\u003e\u003c\/p\u003e\u003cul\u003e\n\u003cli\u003ePlanning for a service desk; \u003c\/li\u003e\n\u003cli\u003eTelephony and tooling; \u003c\/li\u003e\n\u003cli\u003eThe service desk team; \u003c\/li\u003e\n\u003cli\u003eDocumentation; \u003c\/li\u003e\n\u003cli\u003ePerformance measures; and \u003c\/li\u003e\n\u003cli\u003eTechnology considerations - artificial intelligence and platforms and tools.\u003c\/li\u003e\n\u003c\/ul\u003e","brand":"Itgp","offers":[{"title":"Default Title","offer_id":51944269349095,"sku":"9781787782358","price":27.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0449\/4075\/5096\/files\/imageloader_a15a65c8-72b1-44ec-9073-5e6c02c6bfa6.jpg?v=1775357378","url":"https:\/\/arvidabookco.com\/products\/the-service-desk-handbook-a-guide-to-service-desk-implementation-management-and-support","provider":"Arvida Book Co.","version":"1.0","type":"link"}