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What are the most common mistakes made by Help Desk/Service Desk Managers? - What's the trick to running a call center or help desk that is Great? - How to Create value from a Help Desk standpoint - What help desk and support system you recommend for an IT service department? - How do you measure and report staff and team performance? - What should you look for in a Help Desk/Trouble Ticketing System Regardless of the size, complexity and budget of the IT department, the first and second line support provided by Help Desk staff will play a large part in the satisfaction of customers and users regarding IT services.Placed in an incredibly challenging environment, Help Desk staff are required to apply knowledge and skills to a wide range of ICT systems by managing any request for assistance or support from the user population. To assist an individual seeking employment as a Help Desk Manager, this book aims to provide an overview of the typical knowledge and skills required, without focusing on any one technology vendor or platform. This study guide and its accompanying online learning program book focuses on the high-level practices that are important when managing Help Desk support services, including managing staff and teams, as well as the creation and execution of efficient IT Service Management processes. This certification kit contains both the study guide and access to our online program that together provides everything you need to prepare for the Help Desk Manager certification exam. Contents Introduction - Responsibilities Of A Help Desk Manager - Example Job Advertisements For Help Desk Managers -- Example -- Example Hiring The Right Staff - Factors In The Hiring Process - Cost Analysis - Job Analysis And Position Profiles - Job Analysis Worksheet Topgrading - What Is Topgrading? - What Is An A-Player? - The Topgrading Calculator - The Financial And Career Costs Of Not Topgrading - The Cost Of Mistakes - Topgrading Assessments - Simple Topgrading Model - Obstacles To Topgrading And How A-Players Overcome Them - The Topgrading Interview Guide Coaching : The Topgrading-Based Model - Avoiding Legal Problems Team Building - Organizational Shifts - Types Of Teams - Team Norms - Beckhart'S Activities - Team Leader's Role In Managing Conflict Motivating Your Workforce - What Is Motivation - Maslow And Herzberg'S Motivational Theory - Setting Goals -- Goals Should Be Smart- - Work Values - Reward Systems - Pay Options For Teams - Questions And Answers: Overcoming Evaluation Difficulties Conducting Effective Performance Reviews - History Of Performance Appraisals - Employees' Concerns About Pas - What Makes Pas A Defensible Process? - Stereotypes - The Performance Management Process - Key Performance Indicators (Kpis) - Smart Kpis - Kpi Components - Creating Kpis Staff Retention - Where To Begin? - What'S Next? - Is It All About The Money? - Compensation/incentives - Do You Want To Know? - Feedback On-Line It Service Management - What Is Itil®? -- Good Practices The Service Lifecycle - Mapping The Concepts Of Itil® To The Service Lifecycle - How Does The Service Lifecycle Work? Service Delivery Principles - What Are Services? -- Creating Service Value - Financial Management -- Goal And Objectives -- Benefits -- Financial Management Activities -- Funding And Charging -- Chargeback - Demand Management -- Goal And Objectives Service Operation Principles - Objectives - Service Operation Functions - The Help Desk (Service Desk) -- Goal And Objectives -- Benefits -- Help Desk Organizational Structures -- Help Desk Staffing -- Key Performance Indicators (Kpis) For The Help Desk -- Outsourcing The Help Desk Service Operation Processes - Incident Management -- Goals And Objectives -- Scope -- Incident Management Activities -- Kpis Of Incident Management - Request Fulfillment -- Goal -- Scope -- Request Models -- Activities Selecti

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