Service Desk Essential Handbook

Posted on Wednesday 8 May 2019.

This handbook is aimed at a broad range of IT service and support professionals, ranging from experts in IT service provision, to those who are looking for a suitable approach to continual improvement. It is a guide designed to explain the essential elements that make up an excellent IT service delivery operation.


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How to use this Handbook
The Formal Best Practice Standard Version 8.0:
Concept 1 – Leadership
Concept 2 – Policy and Strategy
Concept 3 – People Management
Concept 4 – Resources
Concept 5 – Processes and Procedures
Concept 6 – Managing Employee Satisfaction
Concept 7 – Managing the Customer Experience
Concept 8 – Management Information and Performance Results
Concept 9 – Corporate Social Responsibility
Benefits of Service Desk Certification
The SDC Audit Process

Service Desk Essential Handbook

Use this handbook as a reference and guide to help align your service to global best practice. You can use it as a self-assessment tool and to help you benchmark your current service level maturity.

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