ISBN 9781780172330,Service Desk and Incident Manager: Careers in It Service Management

Service Desk and Incident Manager: Careers in It Service Management



BCS Learning & Development Limited

Publication Year 2014

ISBN 9781780172330

ISBN-10 1780172338

Paper Back

Number of Pages 128 Pages
Language (English)


The role of a service desk manager is to provide the single point of contact between an IT organisation and its users. Responsibilities include developing, implementing, monitoring and improving processes and procedures relating to the management of incidents and service requests and handling the communication between an IT provider and its users. This book gives an excellent introduction to the role, covering areas such as purpose, required skills and career progression, as well as tools, standards and frameworks. Based on the author's extensive experience, it gives practical guidance to those new to the role and will also be of interest to suppliers of service desk and associated software so they can gain a deeper understanding of how the people who use their products need to work.