In the current economy, IT managers must find creative approaches to improve IT services with reduced funding and fewer resources. In an effort to assist IT managers, The Help Desk Audit: Blueprint for Success identifies critical areas of weakness withinthe support environment and provides practical, step-by-step improvement strategies. Developed originally as a workshop, this book contains audits in all critical areas of the support organization including: Help Desk Foundation, People, Process, Tools and Customer Relationship Management. Each audit rates the maturity of the support organization: Advanced, Mature, Emergent or Immature. This "do-it-yourself" audit and improvement process provides the framework and guidance to enhance the support organization's ability to ensure customer success. Focus is placed upon cross-functional improvement teams, senior management buy-in, and the development of critical success factors and measurements. Each audit has five steps: assess,...

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