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  • ISBN: 9780130307705
  • ISBN10: 013030770X

It Problem Management

by Gary Walker

  • List Price: $44.99
  • Binding: Hardcover
  • Edition: 1
  • Publisher: Prentice Hall
  • Publish date: 03/01/2001
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The complete "best practices" guide to IT problem resolution!No matter how professional your IT organization, if you can't resolve problems quickly and effectively, you'll lose your stakeholders' confidence--and fail. Nowadays, help desk s aren't enough: companies want true service centers capable of delivering complex, strategic solutions. "IT Problem Management" is the first single source for building world-class problem management processes. Drawing upon his extensive consulting e xperience, Gary Walker presents specific improvements you can make to achieve breakthrough results in any help desk or service center--in-house or out-sourced. Coverage includes: Problem identification, customer validation, problem lo gging, service delivery, knowledge capture and sharing, and management oversight The Immediate Response Model: accounting for problem variability, complexity, and volume Detailed metrics for measuring your responsiveness Bett er ways to create and use service,level agreements State-of-the-art tools for customer interaction, service delivery, and proactive monitoring New Internet and knowledge base systems: empowering users to solve their own problems The human side: staffing, retention, and motivation"IT Problem Management" isn't just theory: it delivers real-world case studies, detailed benchmarks, and practical solutions for turning your help desk into a high-performance I T service center, starting today.
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