TOOLKITS
TOOLKITS
Page 6 of 49
Page 7 of 49
Meet the new face of sensational customer
service!
Faster and easier than ever, this revised edition is trust-
ed worldwide by over 5000 IT professionals. Try it now!
One of the biggest challenges faced by IT organiza-
tions today is providing a high quality Help Desk that
has a reputation for speedy resolution time, staff with
a great technical knowledge and understanding, and,
above all, a high standard of customer interaction and
service. However, many organizations fail to meet this
challenge and, as a result, lose customer confidence
and ultimately the foundation they need to reach their
goals for success.
BUT... where do you begin?
What are the benefits and goals?
How can you get your managers on board to support and
promote this function?
How do you manage the different requests and expecta-
tions of your users?
What staff should be involved?
What kind of KPIs and measures are involved? What docu-
mentation do you need?
This Toolkit supports your Help Desk goals by provid-
ing step-by-step guides, templates, and best practice
examples that will enable you to meet this challenge
head on.
This toolkit provides answers to all these questions and
is designed to provide a guiding hand to assist you
in improving your knowledge and understanding of
a Help Desk by offering a step-by-step, easy to follow
roadmap. It also includes easy to use templates, as-
sessments, presentations, and documents that can be
adapted to your organization’s requirements.
If your focus is on achieving superior Help Desk remote
support and management, then let this toolkit guide
you to the end result you desire!
Toolkit Includes:
•
Introduction to Help Desk.
•
Help Desk - Roles and Responsibilities.
•
Help Desk - Objectives and Goals.
•
Policies, Objectives, and Scope.
•
Help Desk Process.
•
Help Desk Metrics.
•
Help Desk Ticket.
•
Help Desk Technology.
•
Help Desk Knowledge Management.
•
Implementation Plan and Project Plan.
•
Business Justification Document.
•
Help Desk Review Document.
•
Help Desk Outsourcing Template.
•
Example Help Desk Project Plan.
•
Example Job Description.
•
Example Job Advertisement.
•
Help Desk Interview Questions.
•
Business and IT Flyers.
•
Communication Plan.
•
Customer Service Standards.
•
Help Desk Telephone Skills Standards.
•
Help Desk Skills.
•
Help Desk Service Changes.
•
Help Desk - Organizational Change.
The Help Desk Toolkit - Second Edition
Big Data Toolkit
Reap The 4 Big Data Benefits:
1.
Big Data can unlock significant value by making infor-
mation transparent.
2.
Big Data allows ever-narrower segmentation of custom-
ers and therefore much more precisely tailored products
or services.
3.
Sophisticated analytics can substantially improve
decision-making, minimize risks, and unearth valuable
insights that would otherwise remain hidden.
4.
Big Data can be used to develop the next generation of
products and services.
Leverage the benefits of Big Data, the new-
competitve advantage.
Data intimidation is a thing of the past, as we make way
for the age of Big Data. The use of a new strain of ana-
lytical tools designed to manage the vast quantity of
data produced by companies around the world, known
as Big Data, is on the verge of becoming a vital and
well-known application in all leading businesses.
Big Data is a revolutionary trend that has taken over the
IT world. For the first time, it has us thinking about how
to collect and analyze more data, rather than wanting
to reduce data completely. Data intimidation is long
gone as we welcome data increases in order to gain a
deeper insight into our businesses and embrace com-
pany growth.
Toolkit Includes:
Big Data Toolkit
•
Toolkit Roadmap for Big Data.doc
•
Big Data Introduction Presentation.ppt
•
Big Data Development Process.doc
•
Understanding Big Data.ppt
•
Data Storage for Big Data.ppt
•
Begin with the Data for Big Data.ppt
•
Data Analytics for Big Data.ppt
Big Data Design Documents
•
Big Data-Availability Requirements.doc
•
Big Data-Cost Model Template.xls
•
Big Data-Detailed Design.doc
•
Big Data-Functional Design.doc
•
Big Data-Hardware-Software Resource Requirements.doc
•
Big Data-Interface Design Specification.doc
•
Big Data-Technical Architecture.doc
•
Big Data-Security Service Requirement.doc
Big Data Infrastructure Support Documents
•
Big Data-AS-BUILT Template.doc
•
Big Data-Business Continuity Strategy.doc
•
Big Data-Component Failure Impact Analysis Worksheet.
doc
•
Big Data-Emergency Response Plan.doc
•
Big Data-Service Outage Analysis.doc
Big Data Project Initiation Documents
•
Big Data-Budgeting Guidelines.doc
•
Big Data-Business Plan.doc
•
Big Data-Business Requirements and Feasibility Study.
doc
•
Big Data-Change Management Process.doc
•
Big Data-Charging Policies.doc
•
Big Data-Charging Template.xls
•
Big Data-Project Initiation.doc
•
Big Data-Project Scope.doc
•
Big Data-Request for Change Form.doc
•
Big Data-Risk Assessment Template.doc
•
Big Data-Risk Register.xls
•
Big Data-Service Based SLA.doc
Big Data Bonus Documents
