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The Help Desk Audit: Blueprint for Success
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by Julie L. Mohr
Sales Rank: 364212
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Discount: 40 %
$36.92
At Amazon
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Spiral-bound: 150 pages
Publisher: BlueprintAudits.com; Spiral edition April 1, 2003
Language: English
ISBN-10: 0974080802
ISBN-13: 978-0974080802
Product Dimensions:
10.8 x 8.3 x 0.5 inches
Shipping Weight: 1.2 pounds
Product Review
Excellent topic really targets what Help Desk management needs to know. --Dorth Kirsch, SSCE 2002, May 2002
Product Description
In the current economy, IT managers must find creative approaches to improve IT services with reduced funding and fewer resources. In an effort to assist IT managers, The Help Desk Audit: Blueprint for Success identifies critical areas of weakness within the support environment and provides practical, step-by-step improvement strategies. Developed originally as a workshop, this book contains audits in all critical areas of the support organization including: Help Desk Foundation, People, Process, Tools and Customer Relationship Management. Each audit rates the maturity of the support organization: Advanced, Mature, Emergent or Immature. This do-it-yourself audit and improvement process provides the framework and guidance to enhance the support organization's ability to ensure customer success. Focus is placed upon cross-functional improvement teams, senior management buy-in, and the development of critical success factors and measurements. Each audit has five steps: assess, compare, plan, implement and assess. The assessment process begins with an audit of each functional area of a support organization and compares your responses to best practices to provide an organizational maturity rating. If a need for improvement is identified, the planning stage provides detailed information on how to launch an improvement project. This is followed by implementation and the measurement of the established success criteria. The book was written by Julie Mohr, a well-known industry speaker on the topic of support service improvement. Her workshops at the Help Desk Institute and Support Services conferences are full of enthusiasm and always well-attended. Ms. Mohr has 14 years of IT experience with 8 years of progressive management responsibility. Ms. Mohr is a managing consultant for Alternative Resources Corporation and is responsible for developing client-specific deliverables for IT service improvement strategy. She is a graduate of The Ohio State University with a degree in
Customer Reviews & Comments
If you manage help desk or service desk operations this book is an essential tool for achieving the best possible level of efficiency and customer satisfaction. I recommend also getting the companion CD titled, "The Help Desk Audit Toolkit" (ISBN 0974080810), which contains the forms and other artifacts used in this book. The author approaches help desk process improvement through an audit process that examines key process areas (or lack thereof), and leads you through the audit to determine at which level of maturity your current operation is at - and what is required to get you to the optimum level based on your budget and organization. The audit process itself is a straightforward five-step process that consists of: 1 - Assess 2 - Compare 3 - Plan 4 - Implement 5 - Assess (adjust is a better way of looking at this step) The areas covered are thorough and address all of the key aspects of help desk operations. These areas are divided into blocks and specific areas, which are: BLOCK 1 - Foundation. Mission/Vision, Structure and Products and Services Provided. BLOCK 2 - People. Staff, Performance Metrics, Training and Staff Development. BLOCK 3 - Process. Call Handling, Problem Management and Problem Escalation. BLOCK 4 - Tools. Tools & Technologies, and E-Support and Knowledge Management Enhancements. BLOCK 5 - Customer Management. Service Level Management, Customer Satisfaction Measurement, and Customer Communication Process. The cycle in each block's specific area is to gather information, determine where on the maturity scale you are (immature, emergent, mature or advanced), and devise an improvement strategy. The aggregate of results from each block is used to determine your overall maturity rating. If you are implementing ITIL, trying to improve your help desk operational efficiency, or just want to benchmark your operation against best practices, this book is the primary resource to which you should turn. Also, BLOCK 5 is applicable to call centers of companies that are implementing ISO 9001:2000 because of that standard's emphasis on measuring customer satisfaction. Finally, if ITIL is important, the key areas and approach align nicely to service desk operational areas.
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The Help Desk Audit: Blueprint for Success
Discount: 40 %
Available from Amazon
Price: $36.92
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