September 2020
Intermediate to advanced
102 pages
1h 13m
English
book
The Service Desk Handbook – A Guide to Service Desk Implementation, Management and Support
by Sanjay Nair
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CHAPTER 3: TELEPHONY AND ITSM TOOLS
The two important technological components of a service desk setup are telephony and the IT service management (ITSM) tool.
Telephony
Internet Protocol (IP), in simple terms, are a set of rules for routing and addressing data, sent as packets across networks, to ensure their arrival at the intended destination.
IP telephony is increasingly considered the preferred telephony solution, over a private branch exchange (PBX) system, due to the following benefits:
•Mobility and scalability – Unlike in a traditional phone system, there are no physical limitations while also providing the freedom to move as the business demands. Scalability is also hassle-free as more connections can be achieved by simply adding the ...
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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.