IT Service Desk: What you Need to Know For IT Operations Management

A Service Desk is a primary IT service called for in IT service management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL). It is intended to provide a Single Point of Contact ("SPOC") to meet the communication needs of both Users and IT employees. But also to satisfy both Customer and IT Provider objectives. "User" refers to the actual user of the service, while "Customer" refers to the entity that is paying for service.

This book is your ultimate resource for IT Service Desk. Here you will find the most up-to-date information, analysis, background and everything you need to know.

In easy to read chapters, with extensive references and links to get you to know all there is to know about IT Service Desk right away, covering: Service Desk (ITSM), IT service management, Incident Management (ITSM), Information Technology Infrastructure Library, Service Desk Institute, BMC Software, ManageEngine ServiceDesk Plus, Axios Systems, GWI Software, Help desk, SysAid Technologies, Comparison of help desk issue tracking software, Compugen Inc., BCeSIS, Infra Corporation, Comparison of issue-tracking systems, Shelf Life (novel), S-Bank, CompuCom, BMC Remedy Action Request System, Software as a service, Remote Infrastructure Management, Oblicore, IBM Virtual Universe Community, TopDesk, LANDesk, Service level agreement, Virtual help desk, HP Operations Manager, KACE Networks, Novell, Peregrine Systems, JetMagic, Knowledge Centered Support, SAP Solution Manager, Project-Open, Apple certification programs, Problem management, Numara Software, Knowledge base, Application Management Services Framework, Innovation Warehouse (IW), ValCom, HP OpenView, Configuration management database, Skills Framework for the Information Age, USU Software, IBM Tivoli Unified Process (ITUP), Call volume (telecommunications), Parature, Call Avoidance, Call centre, Contact centre (business). 

This book explains in-depth the real drivers and workings of IT Service Desk. It reduces the risk of your technology, time and resources investment decisions by enabling you to compare your understanding of IT Service Desk with the objectivity of experienced IT professionals.