Service Desk and Incident Manager: Careers in It Service Management

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Service Desk and Incident Manager: Careers in It Service Management image
ISBN-10:

1780172338

ISBN-13:

9781780172330

Released: Jul 28, 2014
Publisher: BCS
Format: Paperback, 146 pages
Related ISBN: 9781780172507

Description:

The role of a service desk manager is to provide the single point of contact between an IT organisation and its users. Responsibilities include developing, implementing, monitoring and improving processes and procedures relating to the management of incidents and service requests and handling the communication between an IT provider and its users. This book gives an excellent introduction to the role, covering areas such as purpose, required skills and career progression, as well as tools, standards and frameworks. Based on the author's extensive experience, it gives practical guidance to those new to the role and will also be of interest to suppliers of service desk and associated software so they can gain a deeper understanding of how the people who use their products need to work.

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