Service Desk and Incident Manager
Careers in IT service management
By (author) Peter Wheatcroft
Publication date: 29 Jul 2014
The role of a service desk manager is to provide the single point of contact between an IT organisation and its users. A major part of this role is to ensure that incidents are dealt with effectively and normal service is restored as quickly as possible. Responsibilities include developing, implementing, monitoring and improving processes and procedures and this essential guide covers areas such as purpose, required skills and career progression, as well as tools, standards and frameworks.Dimensions: 198x129mm
144 pages
Imprint: BCS, The Chartered Institute for IT
1. The context for this book
2. An overview of service desk and incident management
3. Developing the roles and responsibilities
4. Tools, methods and techniques
5. Career progression and related roles
6. Service desk manager case study
Appendix
John Rignall
Piers Cain CMgr
Chartered Management Institute
Uma Kanagaratnam
Senior Product Support Specialist