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Rating: 
Summary: Excellent Resource for Helpdesk Professionals of Any Level!
Review: As a customer service manager for a major federal agency I found this book to be an excellent resource to assist in the managing of day-to-day operations as well as plotting the path to implementing improvements throughout my organization. Clear, concise and directly to the point, the author is clearly in command of the relevant topics. It would cost an organization $10s of thousands of dollars if it was to retain a consultant with the depth of background and experience possessed by Ms. Mohr. I could not recommend this book more highly to helpdesk managers, customer service managers, and anyone interested in improving their ability to provide great service to their internal or external customers.
Rating:
Summary: Excellent roadmap. I use it in all assessments
Review: As an Information Technology consultant I have executed many Help Desk assessments. I found this book by surfing the web: blueprintaudits.com. After reading the book, I have now incorporated the workbook in every assessment I do. I find that it is, by far, the most comprehensive audit technique. Not only does it provide weighted audit questions, but also it provides a roadmap for continuous improvement. I recommend this book to anyone who is interested in assessing their Help Desk and improving customer service.Phyllis Marcus
Support Techniques
[website]
Rating:
Summary: Excellent roadmap. I use it in all assessments
Review: As an Information Technology consultant I have executed many Help Desk assessments. I found this book by surfing the web: blueprintaudits.com. After reading the book, I have now incorporated the workbook in every assessment I do. I find that it is, by far, the most comprehensive audit technique. Not only does it provide weighted audit questions, but also it provides a roadmap for continuous improvement. I recommend this book to anyone who is interested in assessing their Help Desk and improving customer service. Phyllis Marcus
Support Techniques
[website]
Rating:
Summary: Essential resource for help desk managers (and consultants)
Review: If you manage help desk or service desk operations this book is an essential tool for achieving the best possible level of efficiency and customer satisfaction. I recommend also getting the companion CD titled, "The Help Desk Audit Toolkit" (ISBN 0974080810), which contains the forms and other artifacts used in this book. The author approaches help desk process improvement through an audit process that examines key process areas (or lack thereof), and leads you through the audit to determine at which level of maturity your current operation is at - and what is required to get you to the optimum level based on your budget and organization. The audit process itself is a straightforward five-step process that consists of:
1 - Assess
2 - Compare
3 - Plan
4 - Implement
5 - Assess (adjust is a better way of looking at this step) The areas covered are thorough and address all of the key aspects of help desk operations. These areas are divided into blocks and specific areas, which are:
BLOCK 1 - Foundation. Mission/Vision, Structure and Products and Services Provided.
BLOCK 2 - People. Staff, Performance Metrics, Training and Staff Development.
BLOCK 3 - Process. Call Handling, Problem Management and Problem Escalation.
BLOCK 4 - Tools. Tools & Technologies, and E-Support and Knowledge Management Enhancements.
BLOCK 5 - Customer Management. Service Level Management, Customer Satisfaction Measurement, and Customer Communication Process. The cycle in each block's specific area is to gather information, determine where on the maturity scale you are (immature, emergent, mature or advanced), and devise an improvement strategy. The aggregate of results from each block is used to determine your overall maturity rating. If you are implementing ITIL, trying to improve your help desk operational efficiency, or just want to benchmark your operation against best practices, this book is the primary resource to which you should turn. Also, BLOCK 5 is applicable to call centers of companies that are implementing ISO 9001:2000 because of that standard's emphasis on measuring customer satisfaction. Finally, if ITIL is important, the key areas and approach align nicely to service desk operational areas.
Rating:
Summary: Essential resource for help desk managers (and consultants)
Review: If you manage help desk or service desk operations this book is an essential tool for achieving the best possible level of efficiency and customer satisfaction. I recommend also getting the companion CD titled, "The Help Desk Audit Toolkit" (ISBN 0974080810), which contains the forms and other artifacts used in this book. The author approaches help desk process improvement through an audit process that examines key process areas (or lack thereof), and leads you through the audit to determine at which level of maturity your current operation is at - and what is required to get you to the optimum level based on your budget and organization. The audit process itself is a straightforward five-step process that consists of:
1 - Assess
2 - Compare
3 - Plan
4 - Implement
5 - Assess (adjust is a better way of looking at this step) The areas covered are thorough and address all of the key aspects of help desk operations. These areas are divided into blocks and specific areas, which are:
BLOCK 1 - Foundation. Mission/Vision, Structure and Products and Services Provided.
BLOCK 2 - People. Staff, Performance Metrics, Training and Staff Development.
BLOCK 3 - Process. Call Handling, Problem Management and Problem Escalation.
BLOCK 4 - Tools. Tools & Technologies, and E-Support and Knowledge Management Enhancements.
BLOCK 5 - Customer Management. Service Level Management, Customer Satisfaction Measurement, and Customer Communication Process. The cycle in each block's specific area is to gather information, determine where on the maturity scale you are (immature, emergent, mature or advanced), and devise an improvement strategy. The aggregate of results from each block is used to determine your overall maturity rating. If you are implementing ITIL, trying to improve your help desk operational efficiency, or just want to benchmark your operation against best practices, this book is the primary resource to which you should turn. Also, BLOCK 5 is applicable to call centers of companies that are implementing ISO 9001:2000 because of that standard's emphasis on measuring customer satisfaction. Finally, if ITIL is important, the key areas and approach align nicely to service desk operational areas.
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