September 2013
Beginner to intermediate
114 pages
2h 21m
English
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Chapter 5. Service Desk – Where the Value Is Realized
While we've now seen some of the most important processes in IT Service Management, we haven't encountered any functions until now. We discussed the difference between a process and a function in Chapter 1, Conceptualizing IT Service Management, and now we're at the right juncture to see the first and the most important function within the ITSM Helpdesk.
Obviously, processes alone cannot deliver effective service operations. A stable infrastructure and skilled people are equally important for achieving this. These groups of people utilize the capability of the infrastructure to execute the defined processes, in order to help deliver value to the business.
In this chapter, we'll see why the Service ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.