A guide to help desk technology tools and techniques / Dione McBride

Content

CHAPTER ONE
Introduction to help desk tools, technology and techniques
Understanding the role technology plays in support
Types of support tools
Developing versus buying tools
Understanding why tools fail
Change -the biggest trend
Etc.

CHAPTER TWO
Support environments and process
Basic desk concepts
Internal and external support environments
Processes common to support environments
Internal support process.
External support processes
Etc.

CHAPTER THREE
Common support software tools and features
Basic characteristics of all support software
Features of call logging software
Features of problem management software log
Problems resolution elements
Integration of other support tools
Etc.

CHAPTER FOUR
Support performance and reporting tools
Reports quantify performance
Commonly collected statistics
Report software features
Report applications

CHAPTER FIVE
Call management software
Call management software changes rapidly
Call management software for Internal support
Call management software for external support
Evaluating call management software
Chapter summary

CHAPTER SIX
Problems resolution software
Problem resolution and knowledge management process
Benefits of knowledge management
Knowledge management challenges
Problems resolution methods
Commercial software used for problem resolution

CHAPTER SEVEN
Asset and change management tools
Managing business assets
The role of support in tracking assets
Common asset management software features
Asset management vendors
Change management
Etc.

CHAPTER EIGHT
Alerts and notification tools for support
Service level management
Technologies for support notifications and alerts
Technologies for customer notifications
Alert and notification technology vendors
Chapter summary

CHAPTER NINE
Telephone based technology
Basic telephone technologies
Automatics call distributions
Computer telephony Integration
Voice response units
Internet protocol telephony

CHAPTER TEN
Office space in the support environment
Shared workplace elements that affect employees
Individual workplace elements that affect employees
Other tools that improve the work environment

CHAPTER ELEVEN
Additional level two and level three support tools
What is systems management
Systems management software features
Managed system components
Systems management software vendors

CHAPTER TWELVE
Self help tools
Advantages of customer self service
Self services tools
Self service changes

CHAPTER THIRTEEN
Service technology trends and career resources
Changes in IT and support environment
Professional certification
Additional career development

Includes Index: p 349 - 358