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Author: Wayne Schlicht
Publisher:
ISBN: 9781688943070
Category :
Languages : en
Pages : 138
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Book Description
Want to lower support ticket cost, improve first contact resolution (FCR), and improve reporting? If you said yes, then Effective Help Desk Ticket Categories is for you! Is this a long-winded book full of unproven theories? No. This book gets right to the point with a detailed step-by-step guide based on 20 years of successful ticket category implementation projects. It designed for busy professionals at call centers, service desks and of course help desks. Is this book just for system engineers? Absolutely not! The guide is for everyone that works with support tickets. If you are a director, project manager or developer, this book will help improve your process. Why do I need this book? With our help, your project will be successful! Your final ticket classification design will be geared to productivity gains, not just a ticket filing system. Your project will save time and money! We provide time-saving quick-start templates and discuss how to maximize your resolution tools to close tickets faster. What is in the book? First, we explain what ticket classification is, why we use it, and the significant benefits. Then we identify project resources to engage early in the project and the ticket classification process. After that, we provide you a step-by-step quick start guide to get your ticket classification project up and running. Following that we expand on the quick start guide with a detailed explanation of each step including the most popular templates. Finally, we include a glossary of frequently used terms. Once implemented most teams will see significant improvements in the following areas. Cost savings - Cost per call, reduced escalation costs. Improved incident resolution rates. Major Incident Management MTTR reduction. Issue avoidance - better problem management inputs. Enterprise reporting maturity. Agent training improvements.
Author: Wayne Schlicht
Publisher:
ISBN: 9781688943070
Category :
Languages : en
Pages : 138
Get Book
Book Description
Want to lower support ticket cost, improve first contact resolution (FCR), and improve reporting? If you said yes, then Effective Help Desk Ticket Categories is for you! Is this a long-winded book full of unproven theories? No. This book gets right to the point with a detailed step-by-step guide based on 20 years of successful ticket category implementation projects. It designed for busy professionals at call centers, service desks and of course help desks. Is this book just for system engineers? Absolutely not! The guide is for everyone that works with support tickets. If you are a director, project manager or developer, this book will help improve your process. Why do I need this book? With our help, your project will be successful! Your final ticket classification design will be geared to productivity gains, not just a ticket filing system. Your project will save time and money! We provide time-saving quick-start templates and discuss how to maximize your resolution tools to close tickets faster. What is in the book? First, we explain what ticket classification is, why we use it, and the significant benefits. Then we identify project resources to engage early in the project and the ticket classification process. After that, we provide you a step-by-step quick start guide to get your ticket classification project up and running. Following that we expand on the quick start guide with a detailed explanation of each step including the most popular templates. Finally, we include a glossary of frequently used terms. Once implemented most teams will see significant improvements in the following areas. Cost savings - Cost per call, reduced escalation costs. Improved incident resolution rates. Major Incident Management MTTR reduction. Issue avoidance - better problem management inputs. Enterprise reporting maturity. Agent training improvements.
Author: United States. Congress. Senate. Committee on the Judiciary. Subcommittee on Administrative Oversight and the Courts
Publisher:
ISBN:
Category : Computers
Languages : en
Pages : 56
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Book Description
Author: Paul J. Galvin
Publisher: John Wiley & Sons
ISBN: 1118219716
Category : Computers
Languages : en
Pages : 432
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Book Description
SharePoint MVPs offer practical WF4 guidance for SharePoint 2010 developers With the new Workflow Foundation 4 (WF4) toolkit in SharePoint 2010, companies have new ways to build custom solutions for common or frequent business processes. This unique book is packed with instructions and tips that show you how. You'll use WF4 to create and implement office-practical apps such as expense report approvals, RFPs, sale pipeline management, and more. The book also covers how to design custom activities with SharePoint Designer 2010. Explains how to build business solutions using the Workflow Foundation 4 toolkit in SharePoint 2010 Shows even non-IT readers how to create and implement processes such as sales pipeline management, creating and managing RFPs, setting up a conference room scheduling solution across a multi-national company, and more Explores the basics vital to all process design: system analysis, researching requirements, and basic design considerations Includes a SharePoint 2007 template for Training and Scheduling; the book walks you through how to upgrade that to 2010 and extend it with new features Create the processes your business needs with SharePoint 2010's new Workflow 4 and this practical guide.
Author:
Publisher:
ISBN:
Category :
Languages : en
Pages : 68
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Book Description
For more than 20 years, Network World has been the premier provider of information, intelligence and insight for network and IT executives responsible for the digital nervous systems of large organizations. Readers are responsible for designing, implementing and managing the voice, data and video systems their companies use to support everything from business critical applications to employee collaboration and electronic commerce.
Author: Doug Lowe
Publisher: John Wiley & Sons
ISBN: 1119748674
Category : Computers
Languages : en
Pages : 480
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Book Description
Set up a secure network at home or the office Fully revised to cover Windows 10 and Windows Server 2019, this new edition of the trusted Networking For Dummies helps both beginning network administrators and home users to set up and maintain a network. Updated coverage of broadband and wireless technologies, as well as storage and back-up procedures, ensures that you’ll learn how to build a wired or wireless network, secure and optimize it, troubleshoot problems, and much more. From connecting to the Internet and setting up a wireless network to solving networking problems and backing up your data—this #1 bestselling guide covers it all. Build a wired or wireless network Secure and optimize your network Set up a server and manage Windows user accounts Use the cloud—safely Written by a seasoned technology author—and jam-packed with tons of helpful step-by-step instructions—this is the book network administrators and everyday computer users will turn to again and again.
Author: Doug Lowe
Publisher: John Wiley & Sons
ISBN: 1119471605
Category : Computers
Languages : en
Pages : 992
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Book Description
Becoming a master of networking has never been easier Whether you're in charge of a small network or a large network, Networking All-in-One is full of the information you’ll need to set up a network and keep it functioning. Fully updated to capture the latest Windows 10 releases through Spring 2018, this is the comprehensive guide to setting up, managing, and securing a successful network. Inside, nine minibooks cover essential, up-to-date information for networking in systems such as Windows 10 and Linux, as well as best practices for security, mobile and cloud-based networking, and much more. Serves as a single source for the most-often needed network administration information Covers the latest trends in networking Get nine detailed and easy-to-understand networking minibooks in one affordable package Networking All-in-One For Dummies is the perfect beginner’s guide as well as the professional’s ideal reference book.
Author: Kristof Kloeckner
Publisher: Springer
ISBN: 3319940481
Category : Business & Economics
Languages : en
Pages : 100
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Book Description
As more and more industries are experiencing digital disruption, using information technology to enable a competitive advantage becomes a critical success factor for all enterprises. This book covers the authors’ insights on how AI technologies can fundamentally reshape the IT services delivery lifecycle to deliver better business outcomes through a data-driven and knowledge-based approach. Three main challenges and the technologies to address them are discussed in detail: · Gaining actionable insight from operational data for service management automation and improved human decision making · Capturing and enhancing expert knowledge throughout the lifecycle from solution design to ongoing service improvement · Enabling self-service for service requests and problem resolution, through intuitive natural language interfaces The authors are top researchers and practitioners with deep experience in the fields of artificial intelligence and IT service management and are discussing both practical advice for IT teams and advanced research results. The topics appeal to CIOs and CTOs as well as researchers who want to understand the state of the art of applying artificial intelligence to a very complex problem space. Although the book is concise, it comprehensively discuss topics like gaining insight from operational data for automatic problem diagnosis and resolution as well as continuous service optimization, AI for solution design and conversational self-service systems.
Author: Lynn R. Kahle
Publisher: Routledge
ISBN: 113691790X
Category : Business & Economics
Languages : en
Pages : 360
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Book Description
The growing complexity and importance of sports and event marketing has pushed scholars and practitioners to apply sophisticated marketing thinking and applications to these topics. This book deals with the professional development in the sense that sports marketing can be viewed as an application of consumer behavior research. Readers will learn about new opportunities in using consumer behavior knowledge effectively in the areas of: influencing behaviors in society and sports; building relationships with consumers through sports and events; and providing services to consumers through sport and event sponsorships. This book, by a superb group of authors, includes comprehensive reviews, innovative conceptual pieces, empirical research and rigorous attention to data.
Author: Emanuel Polioudakis
Publisher: Xlibris Corporation
ISBN: 1456828673
Category : Religion
Languages : en
Pages : 394
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Book Description
“Jesus for Most People” is for people who believe God used the Big Bang to create the universe, used evolution to create people, and sent Jesus to teach. The book updates the Enlightenment outlook. It summarizes scholarly work on Jesus and the early Church. It explains the biological evolution of morality and it looks there for clues about God. Some ideas here about Jesus and about the evolution of morality are new but not silly. The book builds a solid base for reasonable belief, so people can avoid religious and secular wackiness.
Author: Deepa Goyal
Publisher: Packt Publishing Ltd
ISBN: 1803241969
Category : Computers
Languages : en
Pages : 344
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Book Description
Research, strategize, market, and continuously measure the effectiveness of APIs to meet your SaaS business goals with this practical handbook Key FeaturesTransform your APIs into revenue-generating entities by turning them into productsMeet your business needs by improving the way you research, strategize, market, and measure resultsCreate and implement a variety of metrics to promote growthBook Description APIs are crucial in the modern market as they allow faster innovation. But have you ever considered your APIs as products for revenue generation? API Analytics for Product Managers takes you through the benefits of efficient researching, strategizing, marketing, and continuously measuring the effectiveness of your APIs to help grow both B2B and B2C SaaS companies. Once you've been introduced to the concept of an API as a product, this fast-paced guide will show you how to establish metrics for activation, retention, engagement, and usage of your API products, as well as metrics to measure the reach and effectiveness of documentation—an often-overlooked aspect of development. Of course, it's not all about the product—as any good product manager knows; you need to understand your customers' needs, expectations, and satisfaction too. Once you've gathered your data, you'll need to be able to derive actionable insights from it. This is where the book covers the advanced concepts of leading and lagging metrics, removing bias from the metric-setting process, and bringing metrics together to establish long- and short-term goals. By the end of this book, you'll be perfectly placed to apply product management methodologies to the building and scaling of revenue-generating APIs. What you will learnBuild a long-term strategy for an APIExplore the concepts of the API life cycle and API maturityUnderstand APIs from a product management perspectiveCreate support models for your APIs that scale with the productApply user research principles to APIsExplore the metrics of activation, retention, engagement, and churnCluster metrics together to provide contextExamine the consequences of gameable and vanity metricsWho this book is for If you're a product manager, engineer, or product executive charged with making the most of APIs for your SaaS business, then this book is for you. Basic knowledge of how APIs work and what they do is essential before you get started with this book, since the book covers the analytical side of measuring their performance to help your business grow.
