Service Desk and Incident Manager [[electronic resource] ] : Careers in IT service management |
Autore | Wheatcroft Peter |
Edizione | [1st edition] |
Pubbl/distr/stampa | Swindon, : BCS Learning & Development Limited, 2014 |
Descrizione fisica | 1 online resource (145 p.) |
Disciplina | 658.05 |
Collana | BCS Guides to IT Roles |
Soggetto topico |
Computer service industry -- Management
Data processing service centers -- Management Information technology -- Management Business & Economics Industries |
Soggetto genere / forma | Electronic books. |
ISBN | 1-78017-234-6 |
Formato | Materiale a stampa ![]() |
Livello bibliografico | Monografia |
Lingua di pubblicazione | eng |
Nota di contenuto |
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 DEPENDENCIES
INTRODUCING 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 INCIDENT MANAGER INTERVIEWS: SOURCES OF EVIDENCE AGAINST THE ESSENTIAL CRITERIAAdvert Page; INDEX; Back Cover |
Record Nr. | UNINA-9910458549603321 |
Wheatcroft Peter
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Swindon, : BCS Learning & Development Limited, 2014 | ||
![]() | ||
Lo trovi qui: Univ. Federico II | ||
|
Service Desk and Incident Manager [[electronic resource] ] : Careers in IT service management |
Autore | Wheatcroft Peter |
Edizione | [1st edition] |
Pubbl/distr/stampa | Swindon, : BCS Learning & Development Limited, 2014 |
Descrizione fisica | 1 online resource (145 p.) |
Disciplina | 658.05 |
Collana | BCS Guides to IT Roles |
Soggetto topico |
Computer service industry -- Management
Data processing service centers -- Management Information technology -- Management Business & Economics Industries |
ISBN | 1-78017-234-6 |
Formato | Materiale a stampa ![]() |
Livello bibliografico | Monografia |
Lingua di pubblicazione | eng |
Nota di contenuto |
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 DEPENDENCIES
INTRODUCING 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 INCIDENT MANAGER INTERVIEWS: SOURCES OF EVIDENCE AGAINST THE ESSENTIAL CRITERIAAdvert Page; INDEX; Back Cover |
Record Nr. | UNINA-9910791007103321 |
Wheatcroft Peter
![]() |
||
Swindon, : BCS Learning & Development Limited, 2014 | ||
![]() | ||
Lo trovi qui: Univ. Federico II | ||
|
Service Desk and Incident Manager : Careers in IT service management |
Autore | Wheatcroft Peter |
Edizione | [1st edition] |
Pubbl/distr/stampa | Swindon, : BCS Learning & Development Limited, 2014 |
Descrizione fisica | 1 online resource (145 p.) |
Disciplina | 658.05 |
Collana | BCS Guides to IT Roles |
Soggetto topico |
Computer service industry -- Management
Data processing service centers -- Management Information technology -- Management Business & Economics Industries |
ISBN | 1-78017-234-6 |
Formato | Materiale a stampa ![]() |
Livello bibliografico | Monografia |
Lingua di pubblicazione | eng |
Nota di contenuto |
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 DEPENDENCIES
INTRODUCING 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 INCIDENT MANAGER INTERVIEWS: SOURCES OF EVIDENCE AGAINST THE ESSENTIAL CRITERIAAdvert Page; INDEX; Back Cover |
Record Nr. | UNINA-9910811050003321 |
Wheatcroft Peter
![]() |
||
Swindon, : BCS Learning & Development Limited, 2014 | ||
![]() | ||
Lo trovi qui: Univ. Federico II | ||
|
World class IT service delivery [[electronic resource] /] / Peter Wheatcroft |
Autore | Wheatcroft Peter |
Edizione | [1st edition] |
Pubbl/distr/stampa | Swindon, U.K., : BCS, 2007 |
Descrizione fisica | 1 online resource (184 p.) |
Disciplina | 004.24 |
Soggetto topico |
Information technology - Management
Computer technical support Computer service industry |
ISBN |
1-78017-034-3
1-906124-57-4 |
Formato | Materiale a stampa ![]() |
Livello bibliografico | Monografia |
Lingua di pubblicazione | eng |
Nota di contenuto | Copyright; Contents; Figures and tables; About the author; Acknowledgements; Abbreviations; Useful websites; Introduction; 1 Defining world class; 2 Service delivery; 3 Developing the services value proposition; 4 Quality management; 5 Developing the business proposition; 6 Redefining the role of the user; 7 Governing service delivery; 8 The end result; References; Index; Back Cover |
Record Nr. | UNISA-996339086703316 |
Wheatcroft Peter
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||
Swindon, U.K., : BCS, 2007 | ||
![]() | ||
Lo trovi qui: Univ. di Salerno | ||
|
World class IT service delivery / / Peter Wheatcroft |
Autore | Wheatcroft Peter |
Edizione | [1st edition] |
Pubbl/distr/stampa | Swindon, U.K., : BCS, 2007 |
Descrizione fisica | 1 online resource (184 p.) |
Disciplina | 004.24 |
Soggetto topico |
Information technology - Management
Computer technical support Computer service industry |
ISBN |
1-78017-034-3
1-906124-57-4 |
Formato | Materiale a stampa ![]() |
Livello bibliografico | Monografia |
Lingua di pubblicazione | eng |
Nota di contenuto | Copyright; Contents; Figures and tables; About the author; Acknowledgements; Abbreviations; Useful websites; Introduction; 1 Defining world class; 2 Service delivery; 3 Developing the services value proposition; 4 Quality management; 5 Developing the business proposition; 6 Redefining the role of the user; 7 Governing service delivery; 8 The end result; References; Index; Back Cover |
Altri titoli varianti | World class information technology service delivery |
Record Nr. | UNINA-9910140009603321 |
Wheatcroft Peter
![]() |
||
Swindon, U.K., : BCS, 2007 | ||
![]() | ||
Lo trovi qui: Univ. Federico II | ||
|