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How to Manage the IT Helpdesk: A guide for user support and call centre managers (English Edition) [Kindle Edition]

Noel Bruton , Karen Bruton
4.0 von 5 Sternen  Alle Rezensionen anzeigen (1 Kundenrezension)

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Produktbeschreibungen

Kurzbeschreibung

Noel Bruton's seminal work on IT user support management, full of technique, methods, concepts and terminology that are now in routine use in what has since come to be known as the 'ITSM' industry. 'Management' is not just about a bunch of selected 'processes' - it is about the strategic and tactical orchestration of resources to meet an identified and quantified demand. We may have come latterly to use the word 'Servicedesk', but this book goes way beyond that. The ways and means to IT user support success are still the same as ever, and Bruton describes them with passion and practical detail. From staffing to cost justification, measurement to reporting, workload management to customer relations, it's all here, written by an acknowledged and often quoted practitioner with decades of real experience and expertise.

Synopsis

Are you overworked, unappreciated and under-resourced? This book understands you, and provides years and years of User Support experience packed into one volume. The 'How To' book that every I.T. department needs, it will help turn your helpdesk into a company asset. How to be successful at probably the most stressful job in I.T! This book offers tools for measuring productivity and features ten key steps for successful support, while User Support successes and failures are revealed in true life case studies. 'This book won't tell you how to get your printer working with your word processor - it's better than that. It tells you how to deploy your Support staff so as to have the best chance of preventing or fixing such problems. If you're in charge of a PC Support group, or would like to be one day, get this book and read it.' - Dr. Alan Solomon This book gives you techniques for: * Justifying staff and other expenditure * Gaining senior management support * Getting the users on your side * Running a motivated and productive team * Designing and managing services and service levels How to manage the I.T. helpdesk will help you design and launch your helpdesk and Support services, measure their success and ensure user's satisfaction.

This book: * contains 30 chapters, 18 real-life case studies, 10 life maxims and 19 figures * agrees with Lee Iacocca but it has the nerve to disagree with Tom Peters * is a significant talking point on the Internet * is the result of over 15 years real experience, so it is practical and nitty gritty * is part of the 'Computer Weekly Professional' series Noel Bruton is a specialist consultant and trainer with over fifteen years' experience in the support and helpdesk industries. He writes with knowledge, experience, pragmatism and enthusiasm. Visit the authors' WWW page for Helpdesk managers at http://www pcug.co.uk/~bruton/


Produktinformation

  • Format: Kindle Edition
  • Dateigröße: 737 KB
  • Seitenzahl der Print-Ausgabe: 329 Seiten
  • Gleichzeitige Verwendung von Geräten: Keine Einschränkung
  • Verlag: Arberth Studios (7. Juli 2014)
  • Verkauf durch: Amazon Media EU S.à r.l.
  • Sprache: Englisch
  • ASIN: B00LM3BDO6
  • Text-to-Speech (Vorlesemodus): Aktiviert
  • X-Ray:
  • Word Wise: Nicht aktiviert
  • Durchschnittliche Kundenbewertung: 4.0 von 5 Sternen  Alle Rezensionen anzeigen (1 Kundenrezension)
  • Amazon Bestseller-Rang: #159.671 Bezahlt in Kindle-Shop (Siehe Top 100 Bezahlt in Kindle-Shop)

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Die hilfreichsten Kundenrezensionen
4.0 von 5 Sternen Great Reference Book for Help Desk Operations 27. August 1998
Von Ein Kunde
Format:Taschenbuch
How to Manage the IT help desk is written from many years of practical experience in solving common problems associated with supporting computer users. The writing style is pragmatic and enthusiastic. The book is full of real-life examples of success and failure in User Support. Read it through, as a guide - or dip into it as a reference manual. By Noel Bruton
War diese Rezension für Sie hilfreich?
Die hilfreichsten Kundenrezensionen auf Amazon.com (beta)
Amazon.com: 4.5 von 5 Sternen  4 Rezensionen
36 von 40 Kunden fanden die folgende Rezension hilfreich
4.0 von 5 Sternen Great Reference Book for Help Desk Operations 27. August 1998
Von Ein Kunde - Veröffentlicht auf Amazon.com
Format:Taschenbuch
How to Manage the IT help desk is written from many years of practical experience in solving common problems associated with supporting computer users. The writing style is pragmatic and enthusiastic. The book is full of real-life examples of success and failure in User Support. Read it through, as a guide - or dip into it as a reference manual. By Noel Bruton
10 von 10 Kunden fanden die folgende Rezension hilfreich
5.0 von 5 Sternen Packed with great info & an easy read - recommended!!! 3. April 2001
Von Linda Zarate - Veröffentlicht auf Amazon.com
Format:Taschenbuch
This small book contains a wealth of information and advice that is packed into less than 300 pages. It covers an incredibly wide range of topics that help desk professionals need to know. With a relatively low page count and the amount of topics covered the author demonstrates excellent writing skills by packing each paragraph with relevant information.
The book is divided into six parts, each with numerous short chapters and case studies. I found this organization to make for easy reading. Among the gems that I particularity liked are how the author defines business goals early on, the description of a typical support structures and support scenarios. Other highlights, in my opinion, are: Part 3, Service Level Management, which is one of the most concise treatments of the subject I have had the pleasure of reading; Part 3, Workload Management, which contained excellent ideas on prioritizing and managing jobs, metrics and reports and processes. This is excellent material. I also got a lot out of Part 5, Resource Management, which provides some good foundation material for determining total cost of ownership (TCO). This part gives you some great ideas on determining support costs and justifying them, and asset and inventory management. Part 6, Staff Management, provides some fresh thoughts about this necessary factor of help desk management.
I have read (and reviewed) a large number of books on technical support and help desks. Some of these books addressed topics in a lot more depth, while others focused a particular aspect of help desk operations, technical support of problem management. While I found all to be valuable, "How to Manage the IT Help Desk" distilled all of the "meat" into an easy-to-read quick reference and idea jogger. It earns a solid 5 stars and deserves a spot on every support professional's bookshelf.
4 von 5 Kunden fanden die folgende Rezension hilfreich
5.0 von 5 Sternen IT REALITY SETTLES IN 20. Juni 2001
Von Susan Kemp Walker - Veröffentlicht auf Amazon.com
Format:Taschenbuch
This book is well-written and gives very good tips on running a helpdesk effectively. The emphasis on realistic goals and end results are for our real IT world. I would reccomend this book highly!
4.0 von 5 Sternen Great reference bookj 18. Oktober 2014
Von Joanne Shull - Veröffentlicht auf Amazon.com
Format:Taschenbuch
Great reference for the beginner. Better explanations; streamlines process of assisting callers
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