Skip to content

  Home > View Categories > Reference >

IT Problem Management
IT Problem Management by Gary Walker 013030770X 9780130307705
Stock Image - Actual Cover May Vary
 

IT Problem Management by Gary Walker

Whether you manage in-house or outsourced IT operations, your problem resolution processes may be the #1 factor that will determine your ultimate success or failure. Whats more, help desks are increasingly called upon to move up the food chain, becoming true service centers capable of delivering complex, strategic solutions. Finally, theres a single source for all the information you need to build world-class problem management processes -- and deliver the value todays enterprises are demanding. Drawing upon extensive real-world consulting experience, Gary Walker presents specific process improvements IT organizations and outsourcers can make to achieve breakthrough results in their help desks and service centers. Walker reviews every key element of the problem management process, including problem identification, customer validation, problem logging, service delivery, knowledge capture and sharing, and finally, management review and oversight. Walker introduces the Immediate Response Model, which gives IT managers a formal way to account for request variability, complexity, and volume; shows how to use metrics to measure your progress; and offers guidance on creating and using service level agreements. The book includes a detailed chapter on tools for communications with customers, service delivery, and proactive monitoring, as well as opportunities to use the Internet and Integrated Voice Response (IVR) systems to empower customers. Finally, Walker addresses the human side of help desks and service centers, offering practical guidance on motivation.

Author: Gary Walker

Language: English

Edition: 1

Binding: Paperback

Pages: 252

Publisher: Prentice Hall

Publication Date: 2001-03-17

Our Price: $4.29

Quantity:3
ISBN: 013030770X


Condition:
Like-New [Add $0.60]
Very-Good [Add $0.40]
Good [Add $0.20]
Acceptable

Quantity:  
Description
 
Gary Walker (Edition: 1) Paperback


Browse for more products in the same category as this item:

View Categories > Reference
View Categories > Reference > Almanacs & Yearbooks
Almanacs & Yearbooks
View Categories > Business & Money
View Categories > Business & Money > Management & Leadership
Management & Leadership
View Categories > Business & Money > Small Business & Entrepreneurship
Small Business & Entrepreneurship
View Categories > Computers & Technology
View Categories > Computers & Technology > Computer Science
View Categories > Computers & Technology > Software
View Categories > Computers & Technology > Business Technology
Binding > Paperback

* Free Shipping applies to all orders shipped to the contiguous 48 United States. Variable shipping rates apply to Alaska, Hawaii, and the American Territories (American Samoa, the U.S. Virgin Islands, and the Northern Mariana Islands) as well as International orders shipped to countries other than the USA.