English
Deutsch
Français
简体中文
繁體中文
Categories
Study
Novel
Nonfiction
Health
Tutorial
Entertainment
Business
Magazine
Arts & Design
Audiobooks & Video Training
Cultures & Languages
Family & Home
Law & Politics
Lyrics & Music
Software Related
eBook Torrents
Uncategorized
Share With Friends
Archive by Date
2012-08-05
2012-08-04
2012-08-03
2012-08-02
2012-08-01
2012-07-31
2012-07-30
2012-07-29
2012-07-28
Search Tag
Newest
Methods for Finding Zeros in Polynomials
Lectures on Stochastic Flows and Applications
Educational Psychology by Edward L. Thorndike
The Last Days of Tolstoy by V. G. Chertkov
Globalization and Responsibility
Lectures on Siegel Modular Forms and Representation by Quadratic Forms
Lectures on Topics In One-Parameter Bifurcation Problems
History of the Incas by Pedro Sarmiento de Gamboa
Linear Algebra: Theorems and Applications
Lectures on Stochastic Differential Equations and Malliavin Calculus
A Short Biographical Dictionary of English Literature
Lectures on Sieve Methods and Prime Number Theory
Dollars and Sense by William Crosbie Hunter
The Theory of the Theatre by Clayton Hamilton
The Mathematics of Investment
Occupiers of Wall Street: Losers or Game Changers
The Solution of the Pyramid Problem
Lectures on Moduli of Curves
Walden by Henry David Thoreau
Useful Links
IT Problem Management (Harris Kern
Posted on 2010-04-13
|  |
Author: Gary Walker
Publisher: Prentice Hall PTR (2001) Binding: Paperback, 256 pages pricer: $39.99 ISBN-10: 013030770X editorialreviews Whether you manage in-house or outsourced IT operations, your problem resolution processes may be the 1 factor that will determine your ultimate success or failure. What's more, help desks are increasingly called upon to "move up the food chain," becoming true service centers capable of delivering complex, strategic solutions. Finally, there's a single source for all the information you need to build world-class problem management processes -- and deliver the value today's enterprises are demanding. Drawing upon extensive real-world consulting experience, Gary Walker presents specific process improvements IT organizations and outsourcers can make to achieve breakthrough results in their help desks and service centers. Walker reviews every key element of the problem management process, including problem identification, customer validation, problem logging, service delivery, knowledge capture and sharing, and finally, management review and oversight. Walker introduces the Immediate Response Model, which gives IT managers a formal way to account for request variability, complexity, and volume; shows how to use metrics to measure your progress; and offers guidance on creating and using service level agreements. The book includes a detailed chapter on tools for communications with customers, service delivery, and proactive monitoring, as well as opportunities to use the Internet and Integrated Voice Response (IVR) systems to empower customers. Finally, Walker addresses the human side of help desks and service centers, offering practical guidance on motivation. checked
Rating:
2.5 out of 5 by Book123 |
| Download Links | |
| Server | Status |
|---|---|
| Direct Download Link 1 | Alive |
| Direct Download Link 2 | Alive |
| Download Link (Download Link 1) | Alive |
|
Buy This Book at Best Price >> | |
Related Articles
 | Business/Investing Michael Harris, Michael M. Harris - Handbook of Research in International Human Resource Management Michael Harris, Michael M. Harris - Handbook of Research in International Human Resource ManagementLawrence Erlbaum | 2007 | ISBN: 0805849491 | Pages: 288 | PDF | 3.55 MBHandbook of Research in International Human Resource Management, a boo ... |
 | Science/Engineering Reflections on the Problem of Consciousness (Studies in Brain and Mind) by Errol E. Harris (Re Upload) Reflections on the Problem of Consciousness (Studies in Brain and Mind) by Errol E. Harris (Re Upload)Publisher: Springer | ISBN 1402043090 | 2006-02-27 | PDF | 186 pages | 1 MBThe essential and most puzzling problem of consciousness is how ... |
 | Business/Investing Problem Management Best Practice Handbook: Building, Running and Managing Effective Problem Management and Support Gerard Blokdijk "Problem Management Best Practice Handbook: Building, Running and Managing Effective Problem Management and Support - Ready to use supporting documents bringing ITIL Theory into Practice"Emereo Pty Ltd | English | 2008-10-10 ... |
 | IT Services: Costs, Metrics, Benchmarking and Marketing (Harris Kern Author: Robert Matthews, Thomas DiPasquale, Anthony TardugnoPublisher: Prentice Hall PTR (2000)Binding: Hardcover, 208 pagespricer: $49.99ISBN-10: 0130191957editorialreviewsThis is the first 100% customer-focused guide to satisfying the con ... |
 | Technical IT Automation: The Quest for Lights Out (Harris Kern Author: Howie LykePublisher: Prentice Hall PTR (1999)Binding: Textbook Binding, 190 pagespricer: $39.99ISBN-10: 0130137863editorialreviewsEveryone wants a "lights out" data center, but in an era of distributed, Internet-centered computing, ... |
 | Technical Software Development: Building Reliable Systems (Harris Kern Author: Marc HamiltonPublisher: Prentice Hall PTR (1999)Binding: Paperback, 416 pagespricer: $39.99ISBN-10: 0130812463editorialreviewsThere's never been a more thorough, realistic guide to "what works" in software development--and how to ma ... |
Comments (0)
