03418nam 22006253u 450 991081105000332120230803221714.01-78017-234-6(CKB)2550000001333111(EBL)1713961(SSID)ssj0001399426(PQKBManifestationID)11845335(PQKBTitleCode)TC0001399426(PQKBWorkID)11450257(PQKB)11697844(CaSebORM)9781780172330(MiAaPQ)EBC1713961(EXLCZ)99255000000133311120140728d2014|||| u|| |engur|n|---|||||txtccrService Desk and Incident Manager Careers in IT service management1st editionSwindon BCS Learning & Development Limited20141 online resource (145 p.)BCS Guides to IT RolesDescription based upon print version of record.1-78017-233-8 Cover; Advert Page; Copyright; CONTENTS; LIST OF FIGURES AND TABLES; ABOUT THE AUTHOR; ACKNOWLEDGEMENTS; REFERENCES AND WEB LINKS; ABBREVIATIONS AND DEFINITIONS; 1 THE CONTEXT FOR THIS BOOK; INTRODUCTION; 2 AN OVERVIEW OF SERVICE DESK AND INCIDENT MANAGEMENT; INTRODUCTION TO IT SERVICE MANAGEMENT; SERVICE DESK AND INCIDENT MANAGEMENT WITHIN IT SERVICE MANAGEMENT; SERVICE DESK AND INCIDENT MANAGEMENT IN PRACTICE; 3 DEVELOPING THE ROLES AND RESPONSIBILITIES; PURPOSE AND OBJECTIVES OF JOBS WORKING ON A SERVICE DESK; SKILLS; RESPONSIBILITIES; INTERFACES AND DEPENDENCIESINTRODUCING MOMENTS OF TRUTH4 TOOLS, METHODS AND TECHNIQUES; REFERENCES AND STANDARDS; BEST PRACTICE FRAMEWORKS, PROCEDURES AND PROCESSES; TOOLS; 5 CAREER PROGRESSION AND RELATED ROLES; CAREER PROGRESSION; RELATED ROLES; CONTINUING PROFESSIONAL DEVELOPMENT; DEALING WITH INTERVIEWS AND ASSESSMENTS; 6 SERVICE DESK MANAGER CASE STUDIES; THE WORK OF THE SERVICE DESK MANAGER OF A MAJOR RETAIL CHAIN; THE WORK OF THE SERVICE DESK MANAGER OF A HIGH-STREET BANK; APPENDIX; SERVICE DESK SUPERVISOR INTERVIEWS: SOURCES OF EVIDENCE AGAINST THE ESSENTIAL CRITERIAINCIDENT MANAGER INTERVIEWS: SOURCES OF EVIDENCE AGAINST THE ESSENTIAL CRITERIAAdvert Page; INDEX; Back CoverThe 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. This essential guide covers areas such as purpose, required skills and career progression.BCS Guides to IT RolesComputer service industry -- ManagementData processing service centers -- ManagementInformation technology -- ManagementBusiness & EconomicsHILCCIndustriesHILCCComputer service industry -- Management.Data processing service centers -- Management.Information technology -- Management.Business & EconomicsIndustries658.05Wheatcroft Peter915179AU-PeELAU-PeELAU-PeELBOOK9910811050003321Service Desk and Incident Manager4087212UNINA