Business Alignment

By implementing IT Service Management in your IT organisation you support the IT objectives of delivering those services that are required by the business.

You can’t do this without aligning your strategy with the business strategy. You can’t deliver effective IT services without knowing about the demands, needs and wishes of your customer.

This is why IT Service Management supports IT organisation in the business alignment of their IT activities and service delivery.

Ready to buy? Order the Help Desk Toolkit today

THE HELP DESK TOOLKIT - Fourteen extensive documents Sample Pages Here

One thing is for sure: The Help Desk Toolkit makes Help Desk Procurement and Management far more straight forward. No doubt about it: it de-mystifies Help Desk Management, and enables you to produce a Help Desk function with the minimum of fuss. There is absolutely no need to re-invent the wheel! It is supplied primarily in MS-Word format and comprises the following components:

HELP DESK all you need now

Ready to use documents: Help Desk Implementation Plan, Help Desk procedures, Proactive Stress Management, Problem management procedure

Help desk implementation plan covering all the aspects of help desk implementations
Help Desk Phone Communication Standards - Example Standards Monitoring Sheet
Help Desk Stress Management - 30 slides Proactive Strategies for Managing Stress and Change
Help Desk Procedures - This procedure defines the steps involved in responding to customer calls through the Help Desk facility.

HELP DESK SLA GUIDE
Let's face it: a comprehensive SLA is a daunting task. Now you'll have an extensive blueprint at your fingertips. This document explains every part of the service level agreement for a HELP DESK, clause by clause. You can populate and change directly, as required.

Service Level Guidelines on Help Desk procedures
Extensive Service Level Agreement for Help desks

HELP DESK INTRODUCTION
Let's be honest: getting buy-in is the hardest part of any Help Desk, are you ready for straight talk? This is a full PowerPoint presentation. It explains the HELP DESK, what is needed, why and where.

75 slides with extensive teachers notes

AUDIT & REVIEW

How many times have you said to yourself: how well are our Help Desk needs taken care of? If you already have a HELP DESK, or just want to be doubly sure, this component will certainly help. It comprises a series of questions designed to take you through your HELP DESK and check it for quality and completeness. A first rate audit tool (MS-Word).

Extensive audit guide (64 pages) for auditing Help Desk and underpinning and supporting processes.

HELP DESK BEST PRACTICE

We've got the solution to your needs: HELP DESK best practice is designed around a set of activities to deliver upon excellent customer value. This explains the key concepts of a HELP DESK.

36 pages on implementing and managing a help desk

HELP DESK DESIGN TEMPLATE

In today's uncertain economy you need clarity, fast. This is a complete template for establishing service descriptions. This is a complete template for a HELP DESK design.

Features of the all-new edition:

Fourteen documents

Hundreds of pages with easy-to-follow sections
An extensive must-do checklist based on our experience implementing Help Desk in over 40 industries
New practical advice on awareness, planning, implementation, and review
New commentary on delivering upon business value
All-new "tuneup" section tailored to improve the performance of existing initiatives

Fully updated throughout to take account of current Best Practices and policies, and the state of their use