IT Problem Management

Annotation

Detalles Bibliográficos
Clasificación:Libro Electrónico
Autores principales: Walker, Gary S. (Autor), Kern, Harris (Autor)
Formato: Electrónico eBook
Idioma:Inglés
Publicado: E Rutherford : Old Tappan : Prentice Hall PTR Pearson Education [Distributor] March 2001
Colección:Harris Kern's Enterprise Computing Institute Ser.
Temas:
Electronic Data Processing > Management.
Information Technology.
Business & Economics > Industries > Computer Industry.
Computers > Information Technology.
Engineering & Applied Sciences.
Computer Science.
Acceso en línea:Texto completo (Requiere registro previo con correo institucional)

MARC

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049 |a UAMI 
100 1 |a Walker, Gary S.  |e Author. 
245 1 0 |a IT Problem Management  |h [electronic resource]. 
260 |a E Rutherford :  |b Prentice Hall PTR  |c March 2001  |a Old Tappan :  |b Pearson Education [Distributor] 
300 |a 1 online resource (256 p. :)  |b ill. 
490 1 |a Harris Kern's Enterprise Computing Institute Ser. 
520 8 |a Annotation  |b The complete "best practices" guide to IT problem resolution!<P>No matter how professional your IT organization, if you can't resolve problems quickly and effectively, you'll lose your stakeholders' confidence--and fail. Nowadays, help desk s aren't enough: companies want true service centers capable of delivering complex, strategic solutions. "IT Problem Management" is the first single source for building world-class problem management processes. Drawing upon his extensive consulting e xperience, Gary Walker presents specific improvements you can make to achieve breakthrough results in any help desk or service center--in-house or out-sourced. Coverage includes: <UL> <LI>Problem identification, customer validation, problem lo gging, service delivery, knowledge capture and sharing, and management oversight</LI> <LI>The Immediate Response Model: accounting for problem variability, complexity, and volume</LI> <LI>Detailed metrics for measuring your responsiveness</LI> <LI>Bett er ways to create and use service,level agreements</LI> <LI>State-of-the-art tools for customer interaction, service delivery, and proactive monitoring</LI> <LI>New Internet and knowledge base systems: empowering users to solve their own problems</LI> <LI>The human side: staffing, retention, and motivation</LI></UL><P>"IT Problem Management" isn't just theory: it delivers real-world case studies, detailed benchmarks, and practical solutions for turning your help desk into a high-performance I T service center, starting today. 
521 |a Scholarly & Professional  |b Prentice Hall PTR. 
590 |a O'Reilly  |b O'Reilly Online Learning: Academic/Public Library Edition 
650 4 |a Electronic Data Processing  |x Management. 
650 4 |a Information Technology. 
650 4 |a Business & Economics  |x Industries  |x Computer Industry. 
650 4 |a Computers  |x Information Technology. 
650 7 |a Engineering & Applied Sciences.  |2 hilcc 
650 7 |a Computer Science.  |2 hilcc 
700 1 |a Kern, Harris  |e Author. 
830 0 |a Harris Kern's Enterprise Computing Institute Ser. 
856 4 0 |u https://learning.oreilly.com/library/view/~/013030770X/?ar  |z Texto completo (Requiere registro previo con correo institucional) 
887 |a QA76.9.M3W35 2001 
994 |a 92  |b IZTAP 

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