No matter how professional your IT organization, if you can’t resolve problems
quickly and effectively, you’ll lose your stakeholders’ confidence -- and fail.
Nowadays, help desk s aren’t enough: companies want true service centers
capable of delivering complex, strategic solutions. IT Problem Management is
the first single source for building world-class problem management
processes. Drawing upon his extensive consulting experience, Gary Walker
presents specific improvements you can make to achieve breakthrough
results in any help desk or service center -- in-house or out-sourced.
Coverage includes:
Problem identification, customer validation, problem lo gging, service delivery,
knowledge capture and sharing, and management oversight
1. Introduction to Problem Management
2. Service Center Organization
3. Maintaining a Service Catalog
4. Problem Identification
5. Customer Validation
6. Problem Logging
7. Service Delivery
8. Knowledge Capture and Sharing
9. Management, Review, and Oversight
10. Service Level Agreements
10.1 SLA Content
10.2 Using the SLA
11. Service Center Tools
12.1 Motivation Through Reward
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