Download The Help Desk Audit: Blueprint for Success eBook

by Julie L. Mohr

Julie L. Mohr Management and Leadership English

Download The Help Desk Audit: Blueprint for Success eBook

ISBN:

0974080802

Author:

Julie L. Mohr

Category:

Management & Leadership

Language:

English

Publisher:

I.T. Gap Press (April 1, 2003)

EPUB book:

1932 kb

FB2 book:

1251 kb

DJVU:

1152 kb

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Rating:

4.9

Votes:

100

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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

The Help Desk Audit book. 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.

The Help Desk Audit book. This book contains audits in all cr 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 .

In an effort to assist IT managers, The Help Desk Audit: Blueprint for Success identifies critical areas of weakness within. 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.

Items related to The Help Desk Audit: Blueprint for Success. This book contains audits in all critical areas of the support organization including: Help Desk Foundation, People, Process, Tools and Customer Relationship Management. Mohr, Julie L. The Help Desk Audit: Blueprint for Success. ISBN 13: 9780974080802. This do-it-yourself audit and improvement process provides the framework and guidance to enhance the support organization's ability to ensure customer success.

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Application Outsourcing: The management challenge. White Paper Application Outsourcing: The management challenge Embedding software quality management for mutual benefit Many large organizations that rely on mainframe applications outsource the management.

Help desk and incident reporting auditing is an examination of the controls within the help desk operations. The audit process collects and evaluates evidence of an organization's help desk and incident reporting practices, and operations. The audit ensures that all problems reported by users have been adequately documented and that controls exist so that only authorized staff can archive the users’ entries. It also determine if there are sufficient controls to escalate issues according to priority.

The Help Desk Audit Toolkit: Companion CD. Julie L. Mohr. Recently Viewed and Featured.

A BLUEPRINT for SUCCESS is the architectural rendition of what success should look like. It will give you the detail and various views of the concept. It is no secret that achieving goals is a personal and individual pursuit. Your goals are invariably different to those of your neighbor. One important secret in pursuing your goal is in your ability to identify it clearly and distinctly.

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. 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.

SkroN

The introduction for this book says that, "The goal of the help desk audit is to explore your current support environment and compare that environment to best practices within the support industry." I believe that the book achieves its goal in that it provides a basic methodology for analyzing the maturity level of all the components that make up a help desk. As a management consultant, I found the book to be useful and have incorporated some of the points into my own audit process. I would recommend it to any consultants or help desk managers who are tasked to evaluate the readiness of a support environment.

That being said, there are a few problems that I would like to point out, without discouraging you from purchasing the book.

The recommendation sections that follow each checklist are often redundant and repetitive. After you read to establish a project team, gather documents, establish success criteria, get management buy-in, etc. for the fourth time, you start to skip pages. The process improvement sections become filler by that point.

Some parts of the book I found to be plain irrelevant, such as in the section for auditing the customer communication. I don't think that publishing a newsletter, as the corresponding checklist states, is required for a help desk to have good communication with customers. As for the section evaluating the help desk mission statement, I find this to be somewhat Dilbert-esque to me (see The Dilbert Principle: A Cubicle's-Eye View of Bosses, Meetings, Management Fads & Other Workplace Afflictions).

The book is also geared more towards very large help desks, so some of the checklist items may not be applicable.

Overall the book was worth the money, I'm sure after reading it you'll take away some excellent ideas to improve your help desk.

nadness

I've used this book in 3 different positions across my career--always with stellar results.

Some components of the book are becoming a tad bit dated, but on the whole, a stellar resource!

invasion

Not really worth the paper its printed on.

BlackBerry

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.

Ironfire

As an Information Technology consultant I have executed many Help Desk assessments. I found this book by surfing the web: blueprintaudits.com. After reading the book, I have now incorporated the workbook in every assessment I do. I find that it is, by far, the most comprehensive audit technique. Not only does it provide weighted audit questions, but also it provides a roadmap for continuous improvement. I recommend this book to anyone who is interested in assessing their Help Desk and improving customer service.
Phyllis Marcus
Support Techniques
[website]

Gadar

I am no longer a support manager. However, when I was managing a support department, this book was extremly helpful. It is an excellent source book for consultants as well as managers. It needs some updating related to ITIL.