Service Desk and Incident Manager: Careers in IT Service Management
- 1h 42m
- Peter Wheatcroft
The role of a service desk manager is to provide the single point of contact between an IT organisation and its users. Responsibilities include developing, implementing, monitoring and improving processes and procedures relating to the management of incidents and service requests and handling the communication between an IT provider and its users. This book gives an excellent introduction to the role, covering areas such as purpose, required skills and career progression, as well as tools, standards and frameworks. Based on the author's extensive experience, it gives practical guidance to those new to the role and will also be of interest to suppliers of service desk and associated software so they can gain a deeper understanding of how the people who use their products need to work.
About the Author
Peter Wheatcroft is a specialist in service transformation and has consulted widely in this area since 2002. Before becoming a consultant, he was the Director of Commercial & Information Management for Alliance & Leicester plc. He is both a Chartered Engineer and a Chartered IT Professional, holding fellowships awarded by the IET, BCS and the CMI.
In this Book
References and Web Links
Abbreviations and Definitions
The Context for This Book
An Overview of Service Desk and Incident Management
Developing the Roles and Responsibilities
Tools, Methods and Techniques
Career Progression and Related Roles
Service Desk Manager Case Studies