Author: Wayne Schlicht
Publisher:
ISBN: 9781688943070
Category :
Languages : en
Pages : 138
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Book Description
Want to lower support ticket cost, improve first contact resolution (FCR), and improve reporting? If you said yes, then Effective Help Desk Ticket Categories is for you! Is this a long-winded book full of unproven theories? No. This book gets right to the point with a detailed step-by-step guide based on 20 years of successful ticket category implementation projects. It designed for busy professionals at call centers, service desks and of course help desks. Is this book just for system engineers? Absolutely not! The guide is for everyone that works with support tickets. If you are a director, project manager or developer, this book will help improve your process. Why do I need this book? With our help, your project will be successful! Your final ticket classification design will be geared to productivity gains, not just a ticket filing system. Your project will save time and money! We provide time-saving quick-start templates and discuss how to maximize your resolution tools to close tickets faster. What is in the book? First, we explain what ticket classification is, why we use it, and the significant benefits. Then we identify project resources to engage early in the project and the ticket classification process. After that, we provide you a step-by-step quick start guide to get your ticket classification project up and running. Following that we expand on the quick start guide with a detailed explanation of each step including the most popular templates. Finally, we include a glossary of frequently used terms. Once implemented most teams will see significant improvements in the following areas. Cost savings - Cost per call, reduced escalation costs. Improved incident resolution rates. Major Incident Management MTTR reduction. Issue avoidance - better problem management inputs. Enterprise reporting maturity. Agent training improvements.
Author: Doug Lowe
Publisher: John Wiley & Sons
ISBN: 1119471621
Category : Computers
Languages : en
Pages : 1235
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Book Description
Becoming a master of networking has never been easier Whether you're in charge of a small network or a large network, Networking All-in-One is full of the information you’ll need to set up a network and keep it functioning. Fully updated to capture the latest Windows 10 releases through Spring 2018, this is the comprehensive guide to setting up, managing, and securing a successful network. Inside, nine minibooks cover essential, up-to-date information for networking in systems such as Windows 10 and Linux, as well as best practices for security, mobile and cloud-based networking, and much more. Serves as a single source for the most-often needed network administration information Covers the latest trends in networking Get nine detailed and easy-to-understand networking minibooks in one affordable package Networking All-in-One For Dummies is the perfect beginner’s guide as well as the professional’s ideal reference book.
Author: Doug Lowe
Publisher: John Wiley & Sons
ISBN: 1119648505
Category : Computers
Languages : en
Pages : 483
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Book Description
Set up a secure network at home or the office Fully revised to cover Windows 10 and Windows Server 2019, this new edition of the trusted Networking For Dummies helps both beginning network administrators and home users to set up and maintain a network. Updated coverage of broadband and wireless technologies, as well as storage and back-up procedures, ensures that you’ll learn how to build a wired or wireless network, secure and optimize it, troubleshoot problems, and much more. From connecting to the Internet and setting up a wireless network to solving networking problems and backing up your data—this #1 bestselling guide covers it all. Build a wired or wireless network Secure and optimize your network Set up a server and manage Windows user accounts Use the cloud—safely Written by a seasoned technology author—and jam-packed with tons of helpful step-by-step instructions—this is the book network administrators and everyday computer users will turn to again and again.
Author: John Baschab
Publisher: John Wiley & Sons
ISBN: 0470135913
Category : Business & Economics
Languages : en
Pages : 673
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Book Description
Praise for the The Executive's Guide to Information Technology "This book is important reading. It offers practical, real-world insight and pragmatic no-nonsense approaches for people who have a stake in corporate IT. " --Lynda Applegate, Henry R. Byers Professor of Business Administration, Harvard Business School "Information systems and processes are very important parts of our due diligence assessment of a company--yet the jargon is often more difficult to understand than many foreign languages. Baschab and Piot effectively translate IT into words and concepts that businesspeople can easily understand and act upon. This book is a helpful reference guide for corporate executives and private equity groups of all types." --Neal Aronson, Managing Partner, Roark Capital Group "Business success increasingly depends on effective use of IT. Effective use of IT depends on the kind of in-depth, practical insight in this book. Baschab and Piot provide a pragmatic approach to information systems investment that should be required reading for senior executives and CIOs alike." --Erik Brynjolfsson, Schussel Professor of Management, Director of the Center for Digital Business, MIT "This book should provide valuable guidance for management and technology consultants. The Executive's Guide to Information Technology provides field-proven insight on all important aspects of IT planning and execution, from governance to applications to operations and infrastructure." --Gary J. Fernandes, former vice chairman, EDS, member of the Board of Directors, Computer Associates "Baschab and Piot do a great job of laying out the fundamental issues and challenges that every IT organization faces. More often than not, the issues are not technical in nature, but are a reflection of how the IT and business teams work together to define, execute, and implement new business tools. The threshold issue is leadership. Often it is difficult for business leaders to feel that they have the skills and perspective to provide that leadership on technical projects. The Executive's Guide to Information Technology provides non-technical business leaders a solid framework for engaging with their IT peers." --Tom Nealon, Chief Information Officer, J.C. Penney
Author: Jesse Vincent
Publisher: "O'Reilly Media, Inc."
ISBN: 0596006683
Category : Computers
Languages : en
Pages : 216
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Book Description
What is ticketing?; Installation; Getting started; Command-line interface; Administrative tasks; Scrips; Example configurations; Architecture; API; Development environments.
Author: Wayne Schlicht
Publisher: Build a Help Desk Consulting LLC
ISBN: 1696388414
Category : Computers
Languages : en
Pages : 330
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Book Description
Do you want your Help Desk to maximize customer satisfaction, quality and first contact resolution? Or just make sure your IT management processes are repeatable? Does it seem your computer user support can be ad hoc at times? Are you always running around putting out fires? In this book you will learn powerful industry standard best practices that can be used to mature your IT Service Management processes, practices and procedures today! What makes this book different? Instead of just providing you a lot of technical information, I empower you with a step by step approach to mature your Help Desk. Each chapter includes straight forward processes that are easy to understand. Once you completely understand the process, chapters are concluded with a quick start implementation worksheet to put your new process into action. This format will allow you to rapidly transform your people, processes, and technology into a customer-focused center of excellence today! You can never underestimate the power of industry standard best practices. The recommendations shared in Help Desk Management are based on real-life experiences building successful customer-focused teams. Through trial and error, I am sharing what worked for my teams at small, medium, and Fortune 500 sized companies. Look no further. I will help you succeed. This information is designed to improve your management skills, your team engagement, and set you on a successful path to building a truly great team. What actionable and realistic end user support processes will you learn? How to justify funding for improvement projects. Creating an inspiring mission statement. Designing an employee performance management plan that works. Building an effective employee training and development program. Implementing a call and ticket quality assurance audit program that empowers the manager. Driving up the First Contact Resolution (FCR) percentage. Reducing cost per ticket costs by moving work from system engineers to the Help Desk. Marketing the Help Desk for company wide recognition. Implementing ITIL incident, problem, change, knowledge and event management. Do not hesitate to pick up your copy today
Author: Darril Gibson
Publisher: Pearson IT Certification
ISBN: 0133571858
Category : Computers
Languages : en
Pages : 450
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Book Description
All of today’s help desk support skills, in one easy-to-understand book The perfect beginner’s guide: No help desk or support experience necessary Covers both “soft” personal skills and “hard” technical skills Explains the changing role of help desk professionals in the modern support center Today, everyone depends on technology–and practically everyone needs help to use it well. Organizations deliver that assistance through help desks. This guide brings together all the knowledge you need to succeed in any help desk or technical support role, prepare for promotion, and succeed with the support-related parts of other IT jobs. Leading technology instructor Darril Gibson tours the modern help desk, explains what modern support professionals really do, and fully covers both of the skill sets you’ll need: technical and personal. In clear and simple language, he discusses everything from troubleshooting specific problems to working with difficult users. You’ll even learn how to manage a help desk, so it works better and delivers more value. Coverage includes: • How the modern help desk has evolved • Understanding your users’ needs, goals, and attitudes • Walking through the typical help desk call • Communicating well: listening actively and asking better questions • Improving interactions and handling difficult situations • Developing positive attitudes, and “owning” the problem • Managing your time and stress • Supporting computers, networks, smartphones, and tablets • Finding the technical product knowledge you need • Protecting the security of your users, information, and devices • Defining, diagnosing, and solving problems, step by step • Writing it up: from incident reports to documentation • Working in teams to meet the goals of the business • Using ITIL to improve the services you provide • Calculating help desk costs, benefits, value, and performance • Taking control of your support career Powerful features make it easier to learn about help desk careers! • Clear introductions describe the big ideas and show how they fit with what you’ve already learned • Specific chapter objectives tell you exactly what you need to learn • Key Terms lists help you identify important terms and a complete Glossary helps you understand them • Author’s Notes and On The Side features help you go deeper into the topic if you want to • Chapter Review tools and activities help you make sure you’ve learned the material Exclusive Mind Mapping activities! • Organize important ideas visually–in your mind, in your words • Learn more, remember more • Understand how different ideas fit together
Author: United States. Congress. Senate. Committee on the Judiciary. Subcommittee on Administrative Oversight and the Courts
Publisher:
ISBN:
Category : Computers
Languages : en
Pages : 56
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Book Description
Author: Honghua Dai
Publisher: Springer Science & Business Media
ISBN: 1461419034
Category : Computers
Languages : en
Pages : 317
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Book Description
Reliable Knowledge Discovery focuses on theory, methods, and techniques for RKDD, a new sub-field of KDD. It studies the theory and methods to assure the reliability and trustworthiness of discovered knowledge and to maintain the stability and consistency of knowledge discovery processes. RKDD has a broad spectrum of applications, especially in critical domains like medicine, finance, and military. Reliable Knowledge Discovery also presents methods and techniques for designing robust knowledge-discovery processes. Approaches to assessing the reliability of the discovered knowledge are introduced. Particular attention is paid to methods for reliable feature selection, reliable graph discovery, reliable classification, and stream mining. Estimating the data trustworthiness is covered in this volume as well. Case studies are provided in many chapters. Reliable Knowledge Discovery is designed for researchers and advanced-level students focused on computer science and electrical engineering as a secondary text or reference. Professionals working in this related field and KDD application developers will also find this book useful.
Author: Molly Baz
Publisher: Clarkson Potter
ISBN: 0593138279
Category : Cooking
Languages : en
Pages : 306
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Book Description
NEW YORK TIMES BESTSELLER • A thoroughly modern guide to becoming a better, faster, more creative cook, featuring fun, flavorful recipes anyone can make. ONE OF THE BEST COOKBOOKS OF THE YEAR: NPR, Food52, Taste of Home “Surprising no one, Molly has written a book as smart, stylish, and entertaining as she is.”—Carla Lalli Music, author of Where Cooking Begins If you seek out, celebrate, and obsess over good food but lack the skills and confidence necessary to make it at home, you’ve just won a ticket to a life filled with supreme deliciousness. Cook This Book is a new kind of foundational cookbook from Molly Baz, who’s here to teach you absolutely everything she knows and equip you with the tools to become a better, more efficient cook. Molly breaks the essentials of cooking down to clear and uncomplicated recipes that deliver big flavor with little effort and a side of education, including dishes like Pastrami Roast Chicken with Schmaltzy Onions and Dill, Chorizo and Chickpea Carbonara, and of course, her signature Cae Sal. But this is not your average cookbook. More than a collection of recipes, Cook This Book teaches you the invaluable superpower of improvisation though visually compelling lessons on such topics as the importance of salt and how to balance flavor, giving you all the tools necessary to make food taste great every time. Throughout, you’ll encounter dozens of QR codes, accessed through the camera app on your smartphone, that link to short technique-driven videos hosted by Molly to help illuminate some of the trickier skills. As Molly says, “Cooking is really fun, I swear. You simply need to set yourself up for success to truly enjoy it.” Cook This Book will help you do just that, inspiring a new generation to find joy in the kitchen and take pride in putting a home-cooked meal on the table, all with the unbridled fun and spirit that only Molly could inspire.
