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Inhaltsangabe: In workshops conducted for The Help Desk Audit: Blueprint for Success, we have often heard many requests for the samples in the book in an electronic form. In an effort to help you get started with implementing change in your support environment, we have assembled all the templates and a whole lot more into one CD. Below is a description of what is included on The Help Desk Audit Toolkit: Companion CD. We hope it helps you to successfully change your support organization into a mature, customer-focused environment. Project Plan Template(Project)-An overview of all the elements of a successful enhancement project. Business Case Template(Word)-A template to create a business case to demonstrate the overall benefits and costs of an enhancement project. Help Desk Audit Overview(PowerPoint)-A PowerPoint presentation used in the workshop. Vision Mission Worksheet(Word)-A worksheet to help you create a vision/mission statement. Organization Chart(Visio)-An organization chart that you can modify to meet your needs. List of Products & Services Provided(Excel)-An outline to help you get started in creating a list of products and services provided. Site Audit(Excel)-This is a document that you can send out to your support partners and solicit information about their environment to add to your list of products & services. Level-1 Analyst Position Description(Word)-A sample position description for a level-1 analyst. Level-2 Analyst Position Description(Word)-A sample position description for a level-2 analyst. Help Desk Manager Position Description(Word)-A sample position description for a help desk manager. Staffing Model(Excel)A sample staffing model for determining the number of staff to support your customers based upon basic information about your support environment. Note: This is not a full-staffing model and does not use Erlang-C formulas. Performance Measurement Matrix(Excel)-A list of performance measurements for the help desk. Skills Assessment(Word)-A form to give
About the Author: Julie is a dynamic, engaging change agent who brings integrity and passion to everything. Through her books, articles, speaking, consulting, and teaching - her purpose is to change the world through thought provoking dialog and interaction. Julie has a B.S. degree in computer science from The Ohio State University, a MaED from the University of Phoenix, and is currently pursuing her PhD in Management and Organizational Leadership in Information Systems & Technology from the University of Phoenix. She also is an ITIL Expert, Certified Help Desk Director, and Certified Governance IT Professional. Julie speaks at conferences worldwide on topics of leadership, business, customer experience management, knowledge management, service management, governance, organization development, process engineering, service level management, and continual improvement.
Buchbeschreibung I.T. Gap Press. Buchzustand: Brand New. Ships from USA. FREE domestic shipping. Buchnummer des Verkäufers 0974080810
Buchbeschreibung I.T. Gap Press, 2003. CD-ROM. Buchzustand: New. book. Buchnummer des Verkäufers 0974080810
Buchbeschreibung I.T. Gap Press, 2003. CD-ROM. Buchzustand: New. book. Buchnummer des Verkäufers 974080810
Buchbeschreibung BlueprintAudits.com, 2003. Hardcover. Buchzustand: Brand New. cd-rom edition. 30 pages. 4.75x5.50x0.50 inches. In Stock. Buchnummer des Verkäufers 0974080810
Buchbeschreibung I.T. Gap Press, 2003. CD-ROM. Buchzustand: Good. Cd-rom. Ships with Tracking Number! INTERNATIONAL WORLDWIDE Shipping available. May not contain Access Codes or Supplements. Buy with confidence, excellent customer service!. Buchnummer des Verkäufers 0974080810