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The Help Desk Audit Toolkit: Companion CD

Julie L. Mohr

Verlag:, 2003
ISBN 10: 0974080810 / ISBN 13: 9780974080819
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Titel: The Help Desk Audit Toolkit: Companion CD


Erscheinungsdatum: 2003

Einband: No Binding

Zustand: Used


This Book is in Good Condition. Clean Copy With Light Amount of Wear. 100% Guaranteed. Buchnummer des Verkäufers ABE_book_usedgood_0974080810

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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

Über den Autor: For over 14 years, Julie L. Mohr has been passionate about service and support management. She is a Principal Research Analyst and Author at Her broad range of experiences include teaching ITSM and COBIT courses worldwide, working as Director of Professional Services and as a Managing Consultant. She has worked as a technical advisor to the Department of Education, a support manager at the National Institutes of Health and as a support analyst at NASA. Julie is a certified Helpdesk Director and certified ITIL® Service Manager. Julie provides imaginative insight and dynamic leadership to transform service and support organizations into best practice, customer-focused environments. She has helped organizations to implement Knowledge Management, ITSM, IT Governance, organization enhancements, process re-engineering and service level management. Julie is an active contributor to the future development of the industry through speaking engagements at conferences worldwide and publishing over 150 articles on best practices. Julie is the author of The Help Desk Audit: Blueprint for Success, The Help Desk Toolkit: Companion CD and The Help Desk Dictionary, and maintains an informative industry website for practitioners at She is also a member of IEEE Computer Society, ISACA, HDI, itSMF, ICMI and the Association of Support Professionals.

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