Publisher's Synopsis
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.
