Buch, Englisch, 436 Seiten, Format (B × H): 190 mm x 233 mm, Gewicht: 854 g
Buch, Englisch, 436 Seiten, Format (B × H): 190 mm x 233 mm, Gewicht: 854 g
ISBN: 978-0-471-24816-3
Verlag: Wiley John + Sons
Autoren/Hrsg.
Fachgebiete
Weitere Infos & Material
FOUNDATION.
Getting Focused.
BASIC STRUCTURE.
Structure.
Staffing.
INTERNAL HELP DESK PROCESSES.
Problem and Work Management.
Tracking.
USING TECHNOLOGY.
Help Desk Tools.
The Internet: Challenge and Opportunity.
Setting Up a Help Desk Internet/Intranet Site.
OPTIMIZING PERFORMANCE.
Measuring Performance.
Marketing.
Cost-Benefit Analysis.
Outsourcing.
CASE STUDIES AND EXAMPLE.
Help Desk Case No.
1: Setup.
Help Desk Case No.
2: Working Well.
Example: A Help Desk Intranet Web Site.
A Further Resource.
References and Further Reading.
Index.