
IT Service Desk, is a single point of contact from the user with the IT department. The evaluation and measurement of the success of the activities supported by the IT department are: Satisfaction of users of IT services. Thus, to serve users (customers) in the best way is to understand the expectations of the customer; enhance the level of satisfaction, satisfied with the quality of IT services, service attitude, improve the service.
The 'Service Desk and Incident Management' process aims to restore IT Services to their defined Service Levels as quickly as possible The process is also responsible for receiving and processing Service Requests, for assisting users, and for coordinating the Incident Resolution with Specialist Support Groups. Throughout the process, users are informed at regular intervals about their Incidents' status.
The toolkits for IT Service Desk will help improve operational support to better as: recorded support requests, checklist of employees, the standard installation instructions and assess the capacity of IT staff.
Below is a list of documents you will find in the toolkit. Click on index file button to see which templates are included.
Price: $47.00
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ITIL-SEV01.Introducing the Service Desk.docx | ||||||||||||
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ITIL-SEV02.Service Desk Metrics Guide.docx | ||||||||||||
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ITIL-SEV03.Service Desk Roles and Resp Guide.docx | ||||||||||||
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ITIL-SEV01_Form_Helpdesk Trouble Ticket.doc | ||||||||||||
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ITIL-SEV02_Form_IT Request.xls | ||||||||||||
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ITIL-SEV03_Form_Computer Software Request.doc | ||||||||||||
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ITIL-SEV04_Form_E-mail Creation Request.doc | ||||||||||||
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ITIL-SEV05_Form_IT Services Request.doc | ||||||||||||
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ITIL-SEV06_Form_e-Mail Send Out Request.doc | ||||||||||||
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ITIL-SEV07_Form_Internet Access Request.doc | ||||||||||||
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ITIL-SEV08_Form_Remote Access Request.doc | ||||||||||||
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ITIL-SEV09_Form_ IT Programming Request.xls | ||||||||||||
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ITIL-SEV10_Checklist_Software Installing Request.doc | ||||||||||||
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ITIL-SEV11_Form_Folder Right Permission Request.xls | ||||||||||||
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ITIL-SEV12_Form_Password Reset Request.doc | ||||||||||||
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ITIL-SEV13_Form_IP Address Request.doc | ||||||||||||
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ITIL-SEV14_Form_Call Access Request.doc | ||||||||||||
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ITIL-SEV15_Form_Mailbox Quota Increase Request.doc | ||||||||||||
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ITIL-SEV16_Flowchart_Model for Generic Request.doc | ||||||||||||
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ITIL-SEV17_Form_Programming Request Monitoring.xls | ||||||||||||
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ITIL-SEV18_Form_Programming Request Profile.xls | ||||||||||||
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ITIL-SEV19_Form_Third-Party Access Request.doc | ||||||||||||
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ITIL-SEV01_Form_New Employee Preparation.doc | ||||||||||||
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ITIL-SEV02_Form_Welcome Letter IT Department.doc | ||||||||||||
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ITIL-SEV03_Checklist_ServiceDesk Management.xls | ||||||||||||
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ITIL-SEV04_Checklist_Scan Virus_Spyware.doc | ||||||||||||
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ITIL-SEV04_Form_Ink Cartrid List Spare.xls | ||||||||||||
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ITIL-SEV05_Checklist_Email Before Pressing Send IT ServiceDesk.doc | ||||||||||||
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ITIL-SEV05_Checklist_Incident Response and Handling Procedures.xls | ||||||||||||
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ITIL-SEV06_Checklist_Software Using.doc | ||||||||||||
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ITIL-SEV07_Checklist_Software Standard Installation.xls | ||||||||||||
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ITIL-SEV08_Form_Virus Infected Monitoring.xls | ||||||||||||
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ITIL-SEV09_Checklist_Setting Up a Printer Server.doc | ||||||||||||
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ITIL-SEV10_Score_IT Services Objective.xls | ||||||||||||
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ITIL-SEV11_SOP_Helpdesk and Problem Resolution.pdf | ||||||||||||
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ITIL-SEV01_ServiceDesk Severity Definition.xls | ||||||||||||
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ITIL-SEV02_Sample_IT Problem Severity Definitions.doc | ||||||||||||
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ITIL-SEV03_IT Support Escalation Process.xls | ||||||||||||
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ITIL-SEV04_Flowchart_Model for Generic Request.doc | ||||||||||||
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ITIL-SEV05_Flowchart_Model for Changing Rights.doc | ||||||||||||
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ITIL-SEV06_Flowchart_Model for Procurement of Items.doc | ||||||||||||
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ITIL-SEV07_Flowchart_Model to Access to a Service.doc | ||||||||||||
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ITIL-SEV08_Flowchart_ServiceDesk Request.xls | ||||||||||||
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ITIL-SEV09_Flowchart_Incident Management.xls | ||||||||||||
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ITIL-SEV10_Flowchart_Problem Management.xls | ||||||||||||
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ITIL-SEV11_Flowchart_ServiceDesk Data Summary.vsd | ||||||||||||
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ITIL-SEV12_ServiceDesk Standard Operating Procedure.doc | ||||||||||||
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ITIL-SEV01_Sample_Internal Customer Satisfaction Survey.xls | ||||||||||||
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ITIL-SEV02_Form_User Questionnaire About Printer.doc | ||||||||||||
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ITIL-SEV03_Form_User Satisfaction Survey About Printer.xls | ||||||||||||
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ITIL-SEV01_Step-By-step Guide Templates.docx | ||||||||||||
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ITIL-SEV02_Troubleshooting Template.docx | ||||||||||||
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ITIL-SEV03_FAQ Template.docx | ||||||||||||
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ITIL-SEV04_Tutorial Template.docx | ||||||||||||
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ITIL-SEV05_Hardware Workaround & Known Error.xls | ||||||||||||
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ITIL-SEV06_Network Workaround & Known Error.xls | ||||||||||||
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ITIL-SEV07_Software Workaround & Known Error.xls | ||||||||||||
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ITIL-SEV08_Helpdesk Work List and Action (KB).xls | ||||||||||||
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ITIL-SEV01_Guidance_Helpdesk User Guide.doc | ||||||||||||
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ITIL-SEV02_Form_Training Outline.doc | ||||||||||||
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ITIL-SEV03_Form_New Employee Computer Skills.doc | ||||||||||||
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ITIL-SEV04_Form_Software Skills Evaluation of Users.doc | ||||||||||||
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ITIL-SEV01_Personal Desktop Standard Configuration Rule.doc | ||||||||||||
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ITIL-SEV02_Incident Response Policy.doc | ||||||||||||
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ITIL-SEV03_Policy & Procedures Help Desk Service Level Agreement (SLA).doc | ||||||||||||
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ITIL-SEV01_Form_Problem Event Report Weekly.xls | ||||||||||||
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ITIL-SEV02_Form_Incident Report.doc | ||||||||||||
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ITIL-SEV03_Form_IT Security Report.xls | ||||||||||||
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ITIL-SEV04_IT Service Dashboard.xls | ||||||||||||
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ITIL-SEV05_Guide_SevenKPIs of ServiceDesk.doc | ||||||||||||
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ITIL-SEV06_IT ServiceDesk SLA Report.xls | ||||||||||||
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ITIL-SEV07_Template_Root Cause Analysis Report.xlsx | ||||||||||||
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ITIL-SEV01_Form_Employee Exit.doc | ||||||||||||
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ITIL-SEV02_Guidance_Welcome to IT Department.doc | ||||||||||||
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ITIL-SEV03_Form_IT Virtual Support.doc | ||||||||||||
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ITIL-SEV04_Guidance_Construct IT Announcement to User.doc | ||||||||||||
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ITIL-SEV05_Form_Communication Rule For IT Incidents.xls | ||||||||||||
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ITIL-SEV06_Service Desk Assessment.xls | ||||||||||||
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ITIL-SEV07_Helpdesk Support Procedure.doc | ||||||||||||
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Price: $47.00 | |||||||||||||
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IT Manager must be responsible for all IT activities to support for business strategic objectives. The usual objectives are focus on: IT strategy, technology system; budget, investment, organization and staff motivation;
The necessary requirements for an IT manager or IT leaders are: Ability to develop strategies and leadership; customer relationship management; suppliers and employees; project management; solving business problems with MIS systems; ensure continuous operation and disaster recovery of IT system.
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