September 2013
Beginner to intermediate
114 pages
2h 21m
English
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Understanding the value-adding responsibilities
Now that we've seen the critical responsibilities of the service desk, let's also discuss some of the most common value-adding activities that the service desk conducts:
Understanding Knowledge Management
The value of collecting and churning data to turn it into information, knowledge, and finally, wisdom, is well known across organizations. The service desk, being situated at the core of IT Service Management, is often considered the function best placed to collect data and maintain a Knowledge Management System. The service desk is also the first in line for event monitoring, and hence best placed to spot trends and to help prioritize the actions.
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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.