The Service Desk Manager's Toolkit

Great Companies Have a Leading-Edge IT Service Desk Operation
Excellent Service Desk management is essential for day-to-day operations. By definition, it is the single point of contact for most of an organization's IT needs. Needless to say, most organizations today would grind to a screeching halt without the support of the service desk.

Businesses rely on the service desk to:

  • Support computing, telecommunications and a/v services
  • Deliver equipment and repair services
  • Provide necessary forms for repairs, account access, etc.
  • Provide faqs, manuals and tutorials to empower users to troubleshoot their own problems

The Service Desk Manager's Toolkit provides an array of resources to boost your understanding and ability to deploy a top-notch service desk function within your company.

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Here's What's Included in The Service Desk Manager's Toolkit
This collection of documents is designed to answer most questions about a Service Desk and provides you with useful guides and user-friendly templates. All content and recommendations directly correspond to ITIL V3 guidelines. Below is a description of the specific contents:

  • PowerPoint presentation covering all the basic concepts of Service Desk management as it relates to ITIL V3
  • ITIL V3 incident management process flow diagram
  • Service Desk objective and goals template
  • Policies and Scope statement
  • Business Justification Document
  • Service Desk roles and responsibilities descriptions
  • Basic metrics to track to ensure optimal performance
  • Communication plan for Service Desk rollout
  • A Sample Service Desk revue document
  • Guide to questions you should answer when selecting technology tools to manage a service desk
  • Outsourcing contract template including examples

The documents listed above correspond directly with IT Infrastructure Library (ITIL) processes. Clear instructions explaining the application of each template are provided within the corresponding documents.

The Service Desk Manager's Toolkit is Yours Risk Free Today!
The instant you purchase the collection, the fact sheets, presentations and tools listed above will be available to you through a simple download. You may use the documents for up to 30 days. If anytime during that period you decide it does not meet the needs of your company, just let us know and we will refund the purchase.

Click Here to Order the Service Desk Manager's Toolkit

More About ITIL Process Kits
IT Business Edge has partnered with Art of Service, Pty LTD in Brisbane Austrailia to bring you this comprehensive collection of ITIL-aligned documents and templates. The Service Desk Manager's Toolkit is part of a variety of toolkits focused on most major ITIL processes including an overview of ITIL 3.0 called the ITIL Starter Kit. If you are considering delving deeper into ITIL principles, we recommend you start by purchasing the ITIL Starter Kit as this kit contains a comprehensive assessment that you can apply to your organization which will help you determine which ITIL processes best align to your organization's immediate needs.

Click here if you wish to learn about our other ITIL Process Kits

 
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