How to manage the IT helpdesk: a guide for user support and call center managers
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Oxford u. a.
Butterworth-Heinemann
2006
|
| Ausgabe: | 2. rev. ed. ; repr. |
| Schriftenreihe: | Computer Weekly Professional Series
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XXIV, 347 S. |
| ISBN: | 9780750649018 0750649011 |
Internformat
MARC
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| 100 | 1 | |a Bruton, Noel |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a How to manage the IT helpdesk |b a guide for user support and call center managers |c Noel Bruton |
| 250 | |a 2. rev. ed. ; repr. | ||
| 264 | 1 | |a Oxford u. a. |b Butterworth-Heinemann |c 2006 | |
| 300 | |a XXIV, 347 S. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
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| 999 | |a oai:aleph.bib-bvb.de:BVB01-017067886 | ||
Datensatz im Suchindex
| _version_ | 1804138546068455424 |
|---|---|
| adam_text | Contents
List of case studies
xii
List of figures
xii
Butterworth-Heinemann
-
Computer Weekly Professional
Series
xiii
Introduction to the first edition
xv
Preface to the second edition
xxi
Part One
-
What is support ?
1
1
Defining computer user support
3
1.1
Support is a business matter
4
1.2
User productivity is the key
5
1.3
Is support just for problem-solving?
5
1.4
Specialists supporting lay users?
6
1.5
A new definition needed
7
1.6
Defining the business goals
7
2
Support as an IT function
10
2.1
Living with the IT department
10
2.2
Living with the developers
11
2.3
Specialized network support
11
2.4
User training
12
2.5
Deciding IT strategy
12
2.6
Keeping the users at bay
12
2.7
Support understands the users
13
2.8
Robbing Peter to pay Paul
13
2.9
Coming full circle?
14
2.10
The first-line - second-line divide
16
2.11
Support s higher goal
18
3
Forms of support
20
3.1
Helpdesk
21
3.2
Technical support
25
3.3
Research and development
27
3.4
Information centre
28
3.5
User support centre
30
3.6
Technical library
32
3.7
User group representative
33
3.8
Workstation management
35
3.9
System maintenance
36
3.10
User training
39-
3.11
Call centre
40
3.12
Е
-support
and the Internet
43
3.13
Customer relationship management
46
3.14
Triage support
48
4
Typical support structures
51
4.1
Who supports what?
51
4.2
Support scenario
1:
computer sales
52
4.3
Support scenario
2:
retail chain
54
4.4
Support scenario
3:
manvifacturer
56
5
Support functions
59
5
Λ
Lines of support
59
5.2
Ten key steps for successful support
60
Part Two
-
Client management
63
6
What is a customer ?
65
6.1
A matter of terminology?
65
6.2
Do not forget non-customers
66
6.3
Clients and customers
67
6.4
Basic types of customer
69
6.5
Customers
-
the main priority?
70
7
What do they want?
74
7.1
All customers need managing
... 74
7.2 . ..
Not just the computer users
74
7.3
A varied market
77
7
A Focus on the expectation
77
7.5
How are we being measured?
78
7.6
Key concepts
78
7.7
Great or lesser expectations?
80
7.8
Your measure or theirs?
80
7.9
Implementing the definition of a customer
82
7.10
Performance versus expectation
83
8
Prioritizing clients
85
8.1
The purpose of client prioritization
86
8.2
Where client priorities come from
87
8.3
Putting client priorities in place
89
9
Keeping in contact
91
9.1
Why keep in contact?
91
9.2
Communication routes around user support
94
9.3
The means of communication
96
9.4
Other communication methods
98
9.5
The effective newsletter
99
9.6
Customer surveys
102
10
Customer service in IT support
109
10.1
Serve your customers or the competition will
109
10.2
What is customer service?
112
10.3
When customer service is wasted
112
10.4
Who benefits?
113
10.5
How to deliver good customer service
114
10.6
How to deal with complaints
115
10.7
Seeing things from the user s viewpoint
116
11
A view from above
120
11.1
Casual observers
120
11.2
A board s eye view
121
11.3
Board-level priorities
122
12
Marketing the support department
124
12.1
Support service, who are you?
124
12.2
A managed image
125
12.3
To strive for perfection?
127
12.4
Marketing and support
128
Part Three
-
Service management
129
13
Analysing service needs
131
13.1
Where to start?
132
13.2
Who will fix their own problems?
133
13.3
What level of support?
135
13.4
Assistance levels
140
13.5
General questions for support service design
141
13.6
Transferring knowledge
141
13.7
I haven t time for all this!
143
14
Putting services in place
144
14.1
The pragmatic approach
144
14.2
Designing a service
148
14.3
Stand back
... 149
14.4
Invent what is needed, not what is possible
150
14.5
Not just a service, but a service product
150
14.6
Service variety
151
14.7
Service identity
153
14.8
Value
154
14.9
Service deliverables
155
14.10
Service production methods
156
14.11
Ownership
157
14.12
Blanket, ad hoc or premium service?
157
14.13
Handling a new service request
159
14.14
Launching a service
161
15
Excellence in support service
164
15.1
But my company doesn t want excellence
... 166
16
Service level agreements
168
16.1
What is a service level agreement?
168
16.2
Where SLAs work
169
16.3
Content
172
16.4
Managing the SLA
173
16.5
SLAs in user support
174
16.6
SLAs and authority
176
16.7
In conclusion
178
16.8
SLA template
180
17
Support from outside
184
17.1
The users local support
186
17.2
Software written in-house
187
17.3
Outsourced support
188
17.4
Support from IT suppliers
190
17.5
Support from PC distributors
191
17.6
The rules of supplier support
191
17.7
User or product support?
192
18
The international dimension
194
18.1
Does internationalization mean poor quality?
195
18.2
Internationalization and alienation
196
18.3
An alien experience
197
18.4
What are you supporting?
198
18.5
Choosing locations
199
18.6
International politics
200
18.7
Helpdesk
globalization
201
Part Four
-
Workload management
203
19
Reactivity and proactivity
205
19.1
The benefits of reactivity and proactivity
206
19.2
Staffing for reactivity
207
19.3
Examining the over-reactivity problem
208
19.4
What does
helpdesk
proactivity look like?
210
19.5
Staffing for proactivity
213
20
Managing the queue
215
20.1
The cost of a queue
216
20.2
Why queues are needed
217
20.3
Making the queue work for you
218
20.4
Eradicating queues
220
20.5
Controlled queues
222
21
Delegation and escalation
224
21.1
Why delegate?
224
21.2
How to delegate
225
21.3
Problem escalation
226
21.4
Authority escalation
226
21.5
When to authority escalate
227
21.6
Resolution escalation
227
21.7
Back to the supplier?
228
21.8
When escalation fails
228
21.9
The operational level agreement
232
21.10
Skills-based routing
235
21.11
Dealing with the pops
236
22
Measurement and reporting
238
22.1
Taking measurements
239
22.2
Statistics are not everything
241
22.3
Using
helpdesk
management software
242
22.4
Key
helpdesk
and support statistics
243
22.5
Reporting
247
23
Controlling the workflow
250
23.1
Procedures and standards
250
23.2
Designing support procedures
252
23.3
Chart the workflow
254
23.4
Prioritization
256
23.5
Not worth doing? Then don t do it!
257
23.6
Putting support priorities into effect
260
23.7
Managing multiple support task priorities
262
23.8
Controlling demand
264
23.9
Escalation routes
264
23.10
Backlog management
265
Part Five
-
Resources management
269
24
Justifying user support expenditure
271
24.1
Continued relevance
271
24.2
How to stay relevant
274
24.3
Financial justification
274
24.4
Support cost justification example
1:
return on
support investment
277
24.5
Support cost justification example
2:
lost user
productivity
277
24.6
Support cost justification example
3:
risk
assessment
279
24.7
Support cost justification example
4:
repeat
business element
280
25
Knowledge
282
25.1
Acquiring knowledge
285
25.2
Where should the knowledge be?
285
25.3
The future of technical knowledge
288
26
Equipment
290
26.1
Who manages these resources?
290
26.2
Inventory and assets
292
26.3
Space
-
the final frontier
295
26.4
The support library
296
26.5
The telephone system
299
26.6
The answering machine
303
Part Six
-
Staff management
305
27
The ideal support person
307
27.1
Inherited staff
· 311
27.2
Hijack the knowledge matrix
311
27.3
How much professionalism?
312
28
Motivation and productivity
314
28.1
Inspire and aim
315
28.2
Money does not motivate
316
28.3
Staff attitude
317
28.4
How to motivate technicians
318
28.5
Avoiding burnout
319
28.6
Individual productivity
320
28.7
Dealing with
prima
donnas
323
29
Staffing and structure
327
29.1
How many people?
327
29.2
How expert can they be?
328
29.3
The Resource Allocation Spreadsheet
329
29.4
User support group structures
330
29.5
Organizational flattening
332
29.6
The boss plus structure
332
29.7
Teamwork and individualism
333
29.8
User representatives
334
30
User support management considerations
336
30.1
Why support managers fail
336
30.2
The support manager as leader
339
30.3
Manager or supervisor?
340
30.4
Some closing comments
341
30.5
Further reading
342
Index
345
Case studies
Escalating enquiries at Midland Aeroparts UK
24
When helpdesks proliferate
32
Managing external support
38
Militant non-clients
68
Our customer
-
our priority
72
The practice of expectation-setting
8Ί
The wrong end of the stick?
106
If you get a caller who has a complaint
118
Sarah s experience
145
The overhead of working here
162
The ignored
helpdesk
170
The support SLA at the Department of Fiction
175
The wrong authority
177
Derek makes the change
213
A better service for all
230
Confused priorities
258
An administrative revolution
293
The Fictional Finance Company Inc.
325
Figures
4.1
Who supports what?
52
5.1
Ten key steps for successful support
60
6.1
Client-customer window
67
6.2
Basic customer types
70
7.1
Sketch of who gets what from the support department
76
7.2
Comparing performance with expectation
83
8.1
Required versus actual service level
87
9.1
Communications routes around user support
95
13.1
Assistance levels
141
13.2
Increasing customer dependence on IT supplier
142
20.1
Calculating the cost of the queue
216
22.1
A sample weekly
helpdesk
report
249
23.1
Strategy for managing a personal, self-replenishing
resolver
workload
255
23.2
Contrasting importance with urgency
259
23.3
A task attribute scoring
(TAS)
table
263
25.1
A product relevance matrix
283
25.2
Knowledge levels
284
25.3
Product knowledge matrix
284
26.1
The user support telephone system
300
27.1
Measuring telephone manner
312
28.1
Measuring individual productivity
322
29.1
Proactivity built into a user support structure
331
|
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| id | DE-604.BV035262378 |
| illustrated | Not Illustrated |
| indexdate | 2024-07-09T21:29:54Z |
| institution | BVB |
| isbn | 9780750649018 0750649011 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-017067886 |
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| open_access_boolean | |
| owner | DE-384 |
| owner_facet | DE-384 |
| physical | XXIV, 347 S. |
| publishDate | 2006 |
| publishDateSearch | 2006 |
| publishDateSort | 2006 |
| publisher | Butterworth-Heinemann |
| record_format | marc |
| series2 | Computer Weekly Professional Series |
| spelling | Bruton, Noel Verfasser aut How to manage the IT helpdesk a guide for user support and call center managers Noel Bruton 2. rev. ed. ; repr. Oxford u. a. Butterworth-Heinemann 2006 XXIV, 347 S. txt rdacontent n rdamedia nc rdacarrier Computer Weekly Professional Series Callcenter (DE-588)4456666-9 gnd rswk-swf Informationsmanagement (DE-588)4114012-6 gnd rswk-swf Benutzerservice (DE-588)4514270-1 gnd rswk-swf Informationsmanagement (DE-588)4114012-6 s Benutzerservice (DE-588)4514270-1 s Callcenter (DE-588)4456666-9 s DE-604 Digitalisierung UB Augsburg application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=017067886&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Bruton, Noel How to manage the IT helpdesk a guide for user support and call center managers Callcenter (DE-588)4456666-9 gnd Informationsmanagement (DE-588)4114012-6 gnd Benutzerservice (DE-588)4514270-1 gnd |
| subject_GND | (DE-588)4456666-9 (DE-588)4114012-6 (DE-588)4514270-1 |
| title | How to manage the IT helpdesk a guide for user support and call center managers |
| title_auth | How to manage the IT helpdesk a guide for user support and call center managers |
| title_exact_search | How to manage the IT helpdesk a guide for user support and call center managers |
| title_full | How to manage the IT helpdesk a guide for user support and call center managers Noel Bruton |
| title_fullStr | How to manage the IT helpdesk a guide for user support and call center managers Noel Bruton |
| title_full_unstemmed | How to manage the IT helpdesk a guide for user support and call center managers Noel Bruton |
| title_short | How to manage the IT helpdesk |
| title_sort | how to manage the it helpdesk a guide for user support and call center managers |
| title_sub | a guide for user support and call center managers |
| topic | Callcenter (DE-588)4456666-9 gnd Informationsmanagement (DE-588)4114012-6 gnd Benutzerservice (DE-588)4514270-1 gnd |
| topic_facet | Callcenter Informationsmanagement Benutzerservice |
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