Why should I buy this book?
The Best NOC and Service Desk Operations BOOK EVER! covers all aspects of building and operating an efficient, effective, profitable NOC and Service Desk.
This comprehensive work documents and discusses best practices for NOC and Service Desk infrastructure design, tools and technology, deliverables, pre-requisites for service, agreements and addendums, SLAs, processes, clients, management and outsourcing considerations – all geared to help your organization or business unit increase efficiencies and net profitability while reducing risk and mitigating pain – both for you and your clients.
We've included everything you need in The Best NOC and Service Desk Operations BOOK EVER!
This resource has been highly requested by solution providers, internal IT departments and channel organizations worldwide, and fills the void for a NOC and Service Desk-specific work for the IT industry covering design, tools, deliverables and hiring, compensating, training and managing staff; along with processes, client on-boarding and management processes, outsourcing to 3rd party fulfillment partners and service delivery.
"The Best NOC and Service Desk Operations BOOK EVER!" applies the most highly effective NOC and Service Desk operations and delivery techniques ever developed to increase your efficiencies, client relationships and revenue, allowing you to scale your services effectively and economically!
Includes valuable additional downloadable forms, tools and collateral!
The only NOC and Service Desk book written by Service Providers for Service Providers covers the following:
- Infrastructure Design
- Service Locations
- Hardware
- Services
- Disaster Preparedness and Business Continuity
- Tools and Technology
- RMM Tools
- PSA Tools
- Remote Access Tools
- Integration
- Management
- Deliverables
- Services
- Remote Monitoring
- Remote Patching and Updating
- Remote Optimizing
- Remote Service Desk
- Remote Dispatch
- Onsite Service Delivery
- Disaster Recovery and Business Continuity
- Vendor Management
- Supported Hardware
- Supported Applications
- Supported Services
- Supported Vendors
- Agreements and Addendums
- SLAs
- Processes
- Incident Management
- Problem Management
- Configuration Management
- Change Management
- Release Management
- Service Level Management
- Service Financial Management
- Capacity Management
- Service Continuity Management
- Availability Management
- Security Management
- People
- Hiring
- Writing Effective Employment Ads
- Using DISC Behavioral Profiles for Hiring Right the First Time
- The Interview Process
- The Offer Letter
- The Employment Agreement
- Compensation plans
- Training
- Clients
- Requirements
- Client Qualifications
- Environment Qualifications
- On-boarding
- Business Needs Analysis
- Technology Assessment
- Required Infrastructure Upgrades
- Provisioning
- Training
- Go-Live
- Client Satisfaction
- Ongoing Review
- Management
- Key Performance Indicators
- Getting the Right Data from your Systems
- Increasing Efficiencies
- Reducing Costs
- Maintaining Effective Communications
- Scaling Services Successfully
- Outsourcing
- Considerations
- What to Keep
- What can be Outsourced
- Integrating outsourced resources with your internal systems and staff
- Dispatch and resource allocation
- Communication, alerting and status reporting
- SLA maintenance
- Change management
- Escalation management
- Risk management
Includes valuable additional downloadable forms, tools and collateral!
Let us help you improve your NOC and Service Desk today with The Best NOC and Service Desk Operations BOOK EVER!