Help Desk, Service Desk Best Practice Handbook: Building, Running and Managing Effective... at Dominant Systems Book Store

A professional technical roadmap to IT help desk design, implementation & best-practice operation: initial concepts, key processes, goals & KPIs, mission statement templates, planning strategies, & performance measurement & improvement guides.

Customer Reviews & Comments
The title of the book says "Help Desk Service Desk Best Practice Handbook", but when you open it up to the first sparse page it says "Service Desk Workbook." The book is 120 pages long with 12 of those pages being completely blank (10%), 11 pages with 25% text with the rest blank, and 28 pages with 50% of the page left blank. It reads like an instructor's handout in a classroom (a badly formatted handout), and throughout the reading I felt like I should have a teacher in the room to lecture and give PowerPoint presentations so the blanks could be filled in (and to whom I could ask questions when the workbook wasn't clear). In one spot the text refers to another page in the book, but the one line of text on that page has nothing to do with what is being discussed. That particular chart was found by flipping to the next page. In another spot there was an obvious typo in the text (and I am not a proof-reader kind of person, I am guessing my wife the former College Professor would find more). To be fair, I did learn two things from the "handbook" so I will give one star for each: 1. We really need to come up with a flow chart for our IS department to route help desk requests. 2. The importance of "selling" your ideas to management in sales/marketing terms, rather than in "geek speak." I am thinking that it is not worth the price we paid for the book.

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