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

A professional technical roadmap & supporting template documentation for Analyzing, Assessing, Managing & Delivering Customer Business Needs & Exceeding Customer Expectations with Help Desk, Support Center & Service Desk. Write a Review ......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 "This Support Center Analyst book focuses on strategies for effective customer care and problem resolution, as well as the fundamentals for help desk, support center, and customer support processes and tools, and an introduction to ITIL® processes."--Publisher's website Title from PDF cover (viewed on Jan. 28, 2010).