LEADER 03478nam 22006373u 450 001 9910458549603321 005 20210114203318.0 010 $a1-78017-234-6 035 $a(CKB)2550000001333111 035 $a(EBL)1713961 035 $a(SSID)ssj0001399426 035 $a(PQKBManifestationID)11845335 035 $a(PQKBTitleCode)TC0001399426 035 $a(PQKBWorkID)11450257 035 $a(PQKB)11697844 035 $a(CaSebORM)9781780172330 035 $a(MiAaPQ)EBC1713961 035 $a(EXLCZ)992550000001333111 100 $a20140728d2014|||| u|| | 101 0 $aeng 135 $aur|n|---||||| 181 $ctxt 182 $cc 183 $acr 200 10$aService Desk and Incident Manager$b[electronic resource] $eCareers in IT service management 205 $a1st edition 210 $aSwindon $cBCS Learning & Development Limited$d2014 215 $a1 online resource (145 p.) 225 1 $aBCS Guides to IT Roles 300 $aDescription based upon print version of record. 311 $a1-78017-233-8 327 $aCover; 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 DEPENDENCIES 327 $aINTRODUCING 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 CRITERIA 327 $aINCIDENT MANAGER INTERVIEWS: SOURCES OF EVIDENCE AGAINST THE ESSENTIAL CRITERIAAdvert Page; INDEX; Back Cover 330 $aThe role of a service desk manager is to provide the single point of contact between an IT organisation and its users. Responsibilities include developing, implementing, monitoring and improving processes and procedures. This essential guide covers areas such as purpose, required skills and career progression. 410 0$aBCS Guides to IT Roles 606 $aComputer service industry -- Management 606 $aData processing service centers -- Management 606 $aInformation technology -- Management 606 $aBusiness & Economics$2HILCC 606 $aIndustries$2HILCC 608 $aElectronic books. 615 4$aComputer service industry -- Management. 615 4$aData processing service centers -- Management. 615 4$aInformation technology -- Management. 615 7$aBusiness & Economics 615 7$aIndustries 676 $a658.05 700 $aWheatcroft$b Peter$0915179 801 0$bAU-PeEL 801 1$bAU-PeEL 801 2$bAU-PeEL 906 $aBOOK 912 $a9910458549603321 996 $aService Desk and Incident Manager$92051063 997 $aUNINA