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Running an Effective Help Desk: Planning, Implementing, Marketing, Automating, Improving, Outsourcing [Kindle Edition]

Barbara Czegel
4.3 von 5 Sternen  Alle Rezensionen anzeigen (3 Kundenrezensionen)

Kindle-Preis: EUR 43,32 Inkl. MwSt. und kostenloser drahtloser Lieferung über Amazon Whispernet

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Produktbeschreibungen

Pressestimmen

"This manual...presents information on this topic in a practical and approachable manner." (From Libraries Unlimited, Library and Information Science Annual, 1999)

"This manual...presents information on this topic in a practical and approachable manner." (From Libraries Unlimited, Library and Information Science Annual, 1999)
"...Barbara Czegel has written a book that will hold your hand if you have to set up or manage a helpdesk and aren't perhaps the most technical or even most organised person in the organisation. The focus of this book is not just on the how, but the why. Czegel writes in a straightforward, uncluttered style, with plenty of insights and lots of checklists..." (Local Government Executive, October 2001)

Kurzbeschreibung

The definitive guide to setting up and running a successful HelpDesk-now updated and expanded to include the latest Web-basedtechnologies.

This book is for you if you are:
* A business manager charged with researching, planning, andsetting up a Help Desk in your organization
* An IT manager who wants to improve the level of technical supportand communication within your organization with the latest supporttechnologies
* A Help Desk manager looking for guidance on how to upgradetraditional Help Desk functions with Internet- or intranet-relatedprocesses.

The thoroughly revised, updated, and expanded Second Edition of thecritically acclaimed, first-ever guide to running an effective HelpDesk, this book tells you everything you need to know to plan,budget, staff, implement, track, upgrade, and even outsource yourorganization's Help Desk. Drawing upon her extensive experience asa leading North American expert on Help Desk planning andmanagement, author Barbara Czegel:
* Guides you step-by-step through every phase of setting uptraditional and Web-related Help Desks for the Internet and anintranet
* Provides a wealth of practical advice on all technical,management, and human-factor aspects of running an effective HelpDesk
* Supplies ready-to-use templates in both Word and HTML formats foran array of Help Desk projects.

On the companion website you'll find:
* Real-life Web-based Help Desk examples
* All the templates from the book in HTML and Word formats.

Produktinformation

  • Format: Kindle Edition
  • Dateigröße: 5309 KB
  • Seitenzahl der Print-Ausgabe: 464 Seiten
  • Verlag: Wiley; Auflage: 2 (21. April 2008)
  • Verkauf durch: Amazon Media EU S.à r.l.
  • Sprache: Englisch
  • ASIN: B000W23LD4
  • Text-to-Speech (Vorlesemodus): Aktiviert
  • X-Ray:
  • Word Wise: Aktiviert
  • Durchschnittliche Kundenbewertung: 4.3 von 5 Sternen  Alle Rezensionen anzeigen (3 Kundenrezensionen)
  • Amazon Bestseller-Rang: #740.215 Bezahlt in Kindle-Shop (Siehe Top 100 Bezahlt in Kindle-Shop)

  •  Ist der Verkauf dieses Produkts für Sie nicht akzeptabel?

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Kundenrezensionen

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4.3 von 5 Sternen
4.3 von 5 Sternen
Die hilfreichsten Kundenrezensionen
5.0 von 5 Sternen Practical and current - good value 21. Mai 1999
Format:Taschenbuch
This is the best how-to book on this subject. The author has real-world experience and it shows in the organization of the book. It contains practical insight on managing the outsourcing of help desk services. It seeems to be generic by design. If you have industry-, company- or culture-specific issues, you may have to do some more research. Great starting point for new help desk managers.
War diese Rezension für Sie hilfreich?
3.0 von 5 Sternen Good Hands On Desk Reference 24. September 1999
Format:Taschenbuch
Provides a soild review of the fundmentals required to run and maintain an effective IT help desk.
I found the information for collecting and reporting help desk performance data to be of great value.
I use the collective information as a daily referecnce to help ensure that my help desk delivers top notch customer support.
War diese Rezension für Sie hilfreich?
5.0 von 5 Sternen ALL YOU NEED TO SETUP A HELPDESK 31. März 1999
Von Ein Kunde
Format:Taschenbuch
This book is execelent, it contains all you need to stablisk a vere effective help desk, it's full of very good examples, practice suggestions, and it covers all from how to designing it to how to implement it on a web server
War diese Rezension für Sie hilfreich?
Die hilfreichsten Kundenrezensionen auf Amazon.com (beta)
Amazon.com: 4.2 von 5 Sternen  12 Rezensionen
36 von 38 Kunden fanden die folgende Rezension hilfreich
5.0 von 5 Sternen Covers every detail, including some missed in other books 10. April 2001
Von Linda Zarate - Veröffentlicht auf Amazon.com
Format:Taschenbuch
This thorough book provides a clear roadmap to designing, implementing and operating a help desk. The author leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement.
Ms. Czgel starts with an initial strategy that is focused on planning help desk services that are completely aligned to requirements and are based on a mission statement. This business-oriented approach is refreshing and will keep IT grounded in the real reasons for a help desk. More importantly, in my opinion, is the process that she proposes for careful selection of services to provide. My experience has shown that an overly ambitious set of service goals will kill a help desk implementation early in its life by offering a too much before there is a stable help desk process in place. As such, Ms. Czgel's approach is realistic and lays the foundation for a success implementation. I especially liked the use of customer profiles and the emphasis on roles and responsibilities early in the planning process.
The section on the actual design of the help desk structure provides insights and information that can be applied to a large number of solutions. Since help desks will be organized in accordance with requirements and unique mission statements, this section of the book is like a catalog of patterns. I liked the excellent tips on how to best structure the help desk to meet requirements and mission. The information on accurately estimating staffing requirements is consistent with industry best practices and something that, believe it or not, is often overlooked when help desks are established. I also found the chapter on consolidating help desks valuable because this is a common project that many companies face. The advice given is sound and well thought out. Since my job is service delivery consulting this entire section was particularly valuable. Part three of the book gets into the meat by thoroughly covering the processes that are essential to running a help desk. Most of this material is not new or much different from what other help desk books provide, but there were a few topics that stood out as both unique [to books of this genre] and reflect best practices by the best-run help desks. Examples are change control, disaster recovery and vendor management. These topics show that the author not only considers business alignment, but also cross-functional alignment within IT.
Professional resources and underlying technology are provided in part four. In the first chapters the author points out sources of standards, best practices and other support, such as the Help Desk Institute, Software Support Professionals Association, etc. In the final chapters she provides a clear explanation of how technologies such as ACDs (automatic call distributors) and IVRs (interactive voice response) equipment work and how they can provide additional efficiencies to a well-run help desk operation. The author also provides good coverage of tools and techniques that will make help desk operations responsive to user needs as well as support internal IT processes and procedures.
This book wraps up with an in-depth coverage of operational requirements for the help desk once it has been implemented. It hits all of the critical success factors, such as performance metrics, service level agreements, communications and internal evaluations. I particularly liked the chapter on marketing, which is something that is important but not often done be most help desks. This proactive approach to keeping users (your customers) informed of new services, accomplishments and tips is excellent and will go a long way towards attaining high customer satisfaction scores - not to mention proving the value of the help desk to IT and business management.
As a service delivery consultant I found this book to be one of the best for planning and implementing a world-class help desk. I personally gained a lot of knowledge from it, and it reinforced some of my past experiences and accomplishments. It earns 5 stars and my highest recommendation.
19 von 19 Kunden fanden die folgende Rezension hilfreich
5.0 von 5 Sternen Practical and current - good value 21. Mai 1999
Von Michael Darmody (mdarmody@answerthink.com) - Veröffentlicht auf Amazon.com
Format:Taschenbuch
This is the best how-to book on this subject. The author has real-world experience and it shows in the organization of the book. It contains practical insight on managing the outsourcing of help desk services. It seeems to be generic by design. If you have industry-, company- or culture-specific issues, you may have to do some more research. Great starting point for new help desk managers.
13 von 13 Kunden fanden die folgende Rezension hilfreich
5.0 von 5 Sternen The one to get!!! 12. August 2001
Von Ein Kunde - Veröffentlicht auf Amazon.com
Format:Taschenbuch
The reason I purchased this book was that I found myself creating a helpdesk from scratch. If you are looking for a how to book that will guide on the path of creating a very effective IT helpdesk, this is it. It will show you not only the right way to do things, but also alert you of possible pitfalls. It will teach you how to do things that not really come to mind right away, like how to hire the right people for the job, increasing your budget (to get more helpdesk techs!), the scope of your duties, etc. I keep it in my desk for quick reference.
11 von 13 Kunden fanden die folgende Rezension hilfreich
1.0 von 5 Sternen Terrible Choice 26. November 2002
Von Dennis G. Ravenelle - Veröffentlicht auf Amazon.com
Format:Taschenbuch
This book has a 1998 copyright date -- that's my own stupidity! To quote the author, "buy in haste, repent in leisure." I bought it because of the reviews on the site.
Always check the copyright date before you buy!
It is verbose and without substance.
If you've spent more than a week in any kind of enterprise environment, you should know most of what is in here.
If anyone really wants it, I'll gladly give you a good deal on my copy!
18 von 23 Kunden fanden die folgende Rezension hilfreich
3.0 von 5 Sternen Good Hands On Desk Reference 24. September 1999
Von Stan Kuback - Veröffentlicht auf Amazon.com
Format:Taschenbuch
Provides a soild review of the fundmentals required to run and maintain an effective IT help desk.
I found the information for collecting and reporting help desk performance data to be of great value.
I use the collective information as a daily referecnce to help ensure that my help desk delivers top notch customer support.
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