Ivanka Menken

The Art of Service is the leader in publications, certification and training for IT Service Management help desk, support center, and service desk professionals.

Support center analysts provide front line support and act as the primary contact for customers. For this reason, it is important that these help desk professionals provide the highest quality customer care with every interaction.

This Support Center Analyst book focuses on strategies for effective customer care and problem resolution, as well as the fundamentals for help desk, support center, and customer support processes and tools, and an introduction to ITIL® processes.

"Covers every detail, including some missed in other books - This thorough book provides a clear roadmap to designing, implementing and operating a help desk. The author leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement."
 
This book delivers everything for Support staff who want to develop a knowledge and understanding of help desk and support center operations:

* How to assess customer business needs and exceed customer expectations
* Critical processes and procedures to resolve incidents quickly and consistently
* Numerous Support Center Blueprints, templates and checklists
* Processes and procedures for Incident, Problem and Service Level Management
* Ways to create win-win interactions with customers, management, and team members
* An awareness of ITIL® processes

Table of Contents:

Introduction, What Is Itil?, Reasons For Implementation, Implementing Itil, Implementation Of Service Strategy, Implementing Service Design, Implementing Service Transition, Implementing Service Operation, Implementation Of Csi, Case Studies, The It Service Management Itil V3 Benchmark Checklist, Service Strategy - The Practice Of Service Management, Service Design - Service Management As A Practice, Service Transition - Service Management As A Practice, Service Operation - Service Management As A Practice, Continual Service Improvement- Service Management As A Practice, Conclusion, Customer Service, Instant Feedback, Setting The Right Kpis, Customer Service - An Imperative, Golden Rule #1: Put The Customer First, Golden Rule #2: Stay Close To Your Customers, Golden Rule #3: Pay Attention To The Little Details, Conclusion, Five Rules Of Customer Care, Choosing The Right Customer Service Representatives, Significant Points, Nature Of The Work, Work Environment., Training, Other Qualifications, And Advancement, Education And Training., Other Qualifications., Advancement., Employment, Job Outlook, Employment Change., Job Prospects., Projections Data, Earnings, Related Occupations, Differentiating Your Organization Through Customer Focus, The Customer Focus Model, The Customer Focus Approach, Conclusion, Hiring The Best Customer Service Representatives, The Interview And Selection Process, Sample Customer Service Focused Interview Questions, Interviewing, Tips On Interviewing, Checking References, Recording A Profile Of Impressions, Recruiting, Assessing Your Recruitment And Selection Practices, Appendix Sample Customer Service Plan, Acme Customer Service Plan, Background, Executive Order, Principles, Approach/scope, Our Customers, Standards, Process Attributes, Quality Attributes, Organization-wide Standards, Future Efforts, Incident Management Introduction Roadmap, Incident Management Presentation, Supporting Documents, Business Justification Document, Objectives And Goals, Policies Objectives And Goals, Incident Category Definition, Communication Plan, Incident Management Process Flow, Reports Kpi's And Metrics, Incident Ticket Template, Incident Management Process, Implementation And Project Plan, Introduction, Introduction To Service Desk, Introduction To Incident Management, Introduction To Problem Management, Support And Restore...AND MUCH MORE