TaskMap: Processes Made Easy

Who should attend:

TECHNICAL SUPPORT
Supervisor for Help Desk center
Technical Support Representative
Technical Support Manager
Customer Support Representative
Help Desk Technician
Sales Support Technician
Quality and Service
Maintenance Technician

BUSINESS AND PROJECT MANAGEMENT

Project Managers
Service Desk Managers
Business Contract Management/Procurement
Business process Analyst
Business Process Consultant
Business requirement Consultant
Chief Information Officer
General Manager
Marketing Manager
Organizational consultant
Product Manager
Project Manager
Proposal development
Sales Manager

CUSTOMER APPLICATION TELEPHONE SUPPORT
C.A. Telephone Mgr
C. A. support specialist
Customer Hotline Mgr
Customer Hotline Rep
Customer support co-coordinator

HARDWARE OPERATIONS AND MANAGEMENT
Datacenter Manager
Operations Manager (datacenter)
Manufacturing engineer
CRM system development and integration manager
SLA development engineer

Process Training Programs >> Setting up Service Desk Best Practices

Create Help Desk Applications in Hours

Learn Service Desk Best Practices and How To Build Self-service Applications


Why Service (Help) Desks are Important and How To Improve Yours

Supporting products and services is a difficult challenge in today's environment. Keeping relevant information up to date, monitoring and improving service delivery and ensuring we meet quality standards all place huge demands on internal and external help desks.

Two factors can reduce this burden and increase the productivity and effectiveness of your operation: 1) imple-menting service desk best practices to improve your operation and 2) creating web-based, self-service applications. This FREE seminar will cover both of these areas.

After attending our seminar Create Help Desk Applications in Hours you will be able to:

    • Determine how to use Service Desk Best Practices based on the ITIL 3.0 Service Desk Standards including:
      • Operations
      • Monitoring
      • Reporting and optimization
    • Ensure all recipients understand your Service Desk processes the first time, without training
    • Learn how to build self-service applications in hours using TaskMap and built-in web-publishing tools
    • Save time and money in distributing the latest service and support information processes to your staff and clients

In this one-hour course you will learn the details of Service Desk best practices and how to create self-service maps with TaskMap and Microsoft Visio. During this on-line seminar, Harvard Computing Group will discuss some of the pitfalls and challenges of today's service desk practices. Using ITIL based process maps, they will review 14 key Service Desk processes including:Service Desk Dashboard, Operate Service Desk Process, Communicating with customers, Promote and market Service Desk, Managing Costs and Recovery Process, Preparing Reports Process, Monitoring Process, Optimize Service Desk Process, Determining Outsourcing Requirements, Optimizing Staff Levels Process, Optimizing Staff Skills Process, Optimizing Technology Process and Reviewing and Optimizing Monitoring and Reporting.

In addition to reviewing these processes and best practices, HCG will also illustrate how any organization can take their own service desk processes and create web-based self-service applications quickly and easily. The session will use self-service applications created for new buyers and sellers on eBay as an example of this process, clearly illustrating the ease and benefits of building these applications for maintenance, training and educational purposes.

Both the best practice maps and the software described during this session have been designed for use by experts and non-experts alike. After attending this session, both experienced managers and novices will be able to explain the benefits of best practices associated with service desk operations and understand the value of creating self-service applications.

When

Click here to see the calendar for this month and to register

If you would like a private session for your organization call us 1 978 800 4590 option 7

The sessions will be limited to the first 30 registrants so please REGISTER NOW. If you would prefer to register via phone CALL 1 978 800 4590 OPTION 7

Additional Information

For more information about becoming a process expert or using TaskMap software and templates call us at:

1 978 800 4590 option 7 or email sales@taskmap.com

 

Sign up for Service Desk Best Practices Free webinar

Register for the seminar
FREE