The Third-line Support Toolkit

The Third-line Support ToolkitThis toolkit provides a wide variety of resources to boost your understanding and ability to manage Third-line Support in your organization with 5 ready-to-use resources.
This toolkit is designed to provide a guiding hand to assist you in improving your knowledge and understanding of Third-line Support by offering easy to use templates, blueprints, and documents that can be adapted to your organization’s requirements.
Buy with confidence, the Third-line Support toolkit has a 100% Satisfaction Guarantee & Free Returns.
List Price $27.46 Get it now for just $16.75 ! Save $10.71 (39%)
Put together by The Art of Service’s industry experts and providing ready to use documents, this valuable kit takes the reader beyond the theoretical to focus on the real benefits and deliverables of Third-line Support and how to apply them successfully within an organization.
This innovative set of documents and ready-to-use templates will provide you with a head start for both learning and applying of a Third-line Support approach that meets today’s standards. It is tailor-fit for professionals who don’t have the time or resources at hand to develop the required templates and structure for implementation or management.
The Complete Third-line Support Toolkit Includes the following 5 resources:
1.File: 01 Service Desk-Roles and Responsibilities.doc – Summary: The primary Service Desk Analyst role is that of providing first-level support through taking calls and handling the resulting Incidents or Service Requests using the Incident Management and Request Fulfillment processes in line with the Service Desk objectives. Wordcount: 963
2.File: 00 Service Desk Introduction Presentation.ppt – Summary: Tools not only support the outsourced Service Desk, but also the customers organization’s processes and business requirements. Wordcount: 385
3.File: Integrated ITSM Technology.doc – Summary: If, for example, a second-line support group has not resolved an incident within a 60-minute agreed target, the incident must be automatically routed to the appropriate (determined by incident categorization) third-line support group � and any necessary hierarchic escalation should be automatically undertaken (e.g. Wordcount: 299
4.File: Example Outsourcing – Service Levels.doc – Summary: Report service level metrics per customer: system and network availability report, incident management report (overview of incidents per category, impact, etc.), incident statistics (outages, average resolution time), work load/performance trends, reports on escalations, metrics from change management (e.g. overview of changes, date/time, results, etc.) and problem management metrics. Wordcount: 12433
5.File: 01 Help Desk-Roles and Responsibilities.doc – Summary: The primary Help Desk Analyst role is that of providing first-level support through taking calls and handling the resulting Incidents or Service Requests using the Incident Management and Request Fulfillment processes in line with the Help Desk objectives. Wordcount: 962
This toolkit includes a variety of electronic documents that provide a head start for the implementation, management, education and awareness for Third-line Support.
The kit is designed for those who need or are looking for awareness or skills, but simply don’t have time to develop the necessary templates and structure for the implementation.
The kit serves to act as a starting point. It will give you a clear path to travel. It is designed to be a valuable source of information and activities.
The Third-line Support toolkit:
1. Contains 5 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Third-line Support
2. Is scalable to any size and type of project or organization
3. Provides blueprints, templates and documents – ready to download and apply
4. Saves you time and budget
Buy with confidence, the Third-line Support toolkit has a 100% Satisfaction Guarantee & Free Returns.
List Price $27.46 Get it now for just $16.75 ! Save $10.71 (39%)
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