Service Desk and Incident Manager: Careers in It Service Management: Careers in It Service Management (Paperback)  | Released: 29-Jul-14

The role of a service desk manager is to provide the single point of contact between an IT organisation and its users. Responsibilities include developing, implementing, monitoring and improving processes and procedures relating to the management of incidents and service requests and handling the communication between an IT provider and its users. This book gives an excellent introduction to the role, covering areas such as purpose, required skills and career progression, as well as tools, standards and frameworks. Based on the author's extensive experience, it gives practical guidance to those new to the role and will also be of interest to suppliers of service desk and associated software so they can gain a deeper understanding of how the people who use their products need to work.Table of Contents: • List of figures and tables • About the author • Acknowledgements • References and Web Links • Abbreviations and Definitions 1. THE CONTEXT FOR THIS BOOK • Introduction 2. AN OVERVIEW OF SERVICE DESK AND INCIDENT MANAGEMENT• Introduction to IT service management • Service desk and incident management within IT service management • Service desk and incident management in practice 3. DEVELOPING THE ROLES AND RESPONSIBILITIES• Purpose and objectives of jobs working on a service desk • Skills • Responsibilities • Interfaces and dependencies • Introducing moments of truth 4. TOOLS, METHODS AND TECHNIQUES • References and standards • Best practice frameworks, procedures and processes • Tools 5. CAREER PROGRESSION AND RELATED ROLES • Career progression • Related roles • Continuing professional development • Dealing with interviews and assessments 6. SERVICE DESK MANAGER CASE STUDIES • The work of the service desk manager of a major retail chain • The work of the service desk manager of a high-street bank APPENDIX • Service desk supervisor interviews: Sources of evidence against the essential criteria • Incident manager interviews: Sources of evidence against the essential criteria • Index