 
IT Service Management: Best Practices
For A Call
Intensive Support Desk & Network Operations Center (2009)
Ref: ict0023 Today,
the effectiveness, reliability, and flexibility of IT services are the
critical
success factors behind business initiatives. Yet according to Gartner,
many IT
organizations are not equipped to meet sophisticated and time-sensitive
IT
service demands. Evolved as cost structures and structured around
functional or
architectural component lines, nearly 70 percent of IT departments
still
function as tactical, reactive technology providers rather than as
strategic
service providers and business enablers. As the pace of business
continues to
accelerate, enterprises must become adaptive in order to survive. As
they grow
ever more dependent on IT, IT organizations and the underlying
infrastructures
must be agile, flexible, and responsive. Good in depth analysis Ideal for IT / computing students Outstanding piece of work ! IT Service Management: Best Practices ICICI OneSource Limited Company Profile Fact Sheet Service Offerings ICICI Group Overview Leadership Position ICICI OneSource Organization Structure IT Service Management (ITSM) IT: Technology Provider Or Strategic Business Enabler? Meeting Critical Business Needs More Than A Budget Issue Transforming IT Into A Service Provider Making IT Transformation Real ITSM: Enhancing IT Service Management For Business Success A Brief History Defining ITSM Focusing On The Basics ITIL And IT Service Management ITIL Service Desk The Importance Of Process In IT Transformation The High Cost Of Process Problems Characteristics Of Successful IT Processes Process Reengineering And The People Factor People And Process Management The Importance Of People To IT Transformation Skill And Attitude Transformation Transformation Of Roles And Responsibilities The Role Of The Process Owner Barriers To Process Owner Success Implementing New Roles In Service Provider Organizations The Importance Of Technology To IT Transformation Selecting Process Automation Tools The Levels Of Enterprise ITSM Stages Of IT Evolution Stage One: Managing The Infrastructure Stage Two: Managing The Services Stage Three: Managing The Business Value Of IT Phase I: Study And Evaluation Of Present Functioning And Resources Of Central Support Desk Phase I Highlights Key Deliverables Limitations Phase I Information Central Support Desk Functioning Central Support Desk Resources Central Support Desk Agent Key Responsibilities And Activities Phase I Observations Central Support Desk Agent Activity Time (In Hours Per Week) Positive Observations About Central Support Desk Agents Negative Observations About Central Support Desk Agents Phase I Achievements Staffing Requirements In Central Support Desk Recommendations To Improve Central Support Desk Operations Phase II: Suggest Changes To Be Made In Customer Leverage Software For Central Support Desk Phase II Highlights Key Deliverables Limitations Phase II Information Customer Leverage Software Phase II Achievements Suggested Changes In Customer Leverage Software Phase III: Requirements Analysis For Synergy Between Central Support Desk And Network Operations Centre (NOC) Phase III Highlights Key Deliverables Limitations Phase III Information NOC Objectives NOC Monitored Devices And Parameters Issues With Current Operational Setup Phase Iii Achievements Recommendations For Synergy Between Central Support Desk And Noc Phase IV: Recommend An ITIL Compliant Incident Management Tool For Central Support Desk And Network Operations Centre (NOC) Phase IV Highlights Key Deliverables Limitations Phase IV Information ITIL Service Desk ITIL Compliant Tools Phase IV Achievements Requirements From Incident Management System Review of Axios Assyst Review of Peregrine Service Centre Review of HP Openview Service Desk Annex: Call Centre Traffic Modelling And Resource Allocation Introduction Traffic Models Basic Definitions Traffic Volume And Intensity How Calls Arrive In A Call Centre Erlang B Model Erlang C Model Call Centre Metrics Call Load Putting IT Together: Determining Resource Levels Telephone Lines Staffing Non-Linearity Number Of Queues Limitations Of Erlang Models Bibliography How To Order 1. Select reference number ict0023 from the dropdown list 2. Click the PayPal button 3. Click the "Click Here" button on the PayPal page to submit your credit/debit card payment 4. We will email your chosen dissertation in PDF format within 24 hours |