Help Desk Technician Complete Certification Kit: You-Powered Help Desk Support - Essential Study Guide and eLearning Program

Ivanka Menken

Description

Boost your career with this book and the accompanying instant-on certification program and community for sharing Help Desk Technician answers, ideas and solutions.

A typical Help Desk Technician provides an extension of the skills required by a senior Help Desk technician, who may be responsible for second-line support as well as for performing specialist maintenance activities.

Already have some technical knowledge that is or will be utilized in a Help Desk role? Then get this book and its accompanying online course and get certified. The focus of the book is on the high-level practices that are important when providing Help Desk support services, including customer service, IT Service Management and the technical activities that will be performed.

This comprehensive book gives you access to, and is designed to complement the access-included in-depth Help Desk Technician eLearning program provided by The Art of Service. The interactive eLearn course uses a combination of narrated presentations with text supplements and multiple choice assessments which will ultimately prepare you for the Help Desk Technician certification exam.

Contents:

CUSTOMER SERVICE PRINCIPLES:

-FOUR COMPONENTS OF CUSTOMER SERVICE

-CONFLICT RESOLUTION, What is Conflict?

-TYPES OF CONFLICT, Open Conflict vs, Hidden Conflict

-DECISION MAKING AND ASSERTIVENESS, Seven Steps to Good Decision Making, Pareto Analysis, Grid Analysis, PMI - Weighing the Pros and Cons of a Decision, Force Field Analysis, Six Thinking Hats, Starbursting, Stepladder Technique - Making Better Group Decisions, Cost/Benefit Analysis - Evaluating the options quantitatively

IT SERVICE MANAGEMENT

THE SERVICE LIFECYCLE

SERVICE DELIVERY PRINCIPLES:

-CAPACITY MANAGEMENT: Goals and objectives, Principles of Capacity Management, Capacity Management Activities

-CHANGE MANAGEMENT: Goals and Objectives, Designing and Planning, Change Models, Triggers and Interfaces, Change Management Activities, Roles and Responsibilities within Change Management, Challenges affecting Change Management.

SERVICE OPERATION PRINCIPLES:

-SERVICE OPERATION FUNCTIONS

-TECHNICAL MANAGEMENT, Goal and Objectives, Key Performance Indicators (KPIs) for Technical Management

-IT OPERATIONS MANAGEMENT, Goal and objectives, Operations Control, Facilities Management, Key Performance Indicators (KPIs) for IT Operations Management

-APPLICATION MANAGEMENT, Application Management Lifecycle

-SERVICE OPERATION PROCESSES

-EVENT MANAGEMENT, Goals and Objectives, Scope, Event Management Activities

-PROBLEM MANAGEMENT, Goals and Objectives, Scope, Benefits, Problem Management Activities, Proactive Problem Management, Managing Known Errors from the Service Transition Phase

REQUIRED TECHNICAL KNOWLEDGE:

-DESKTOP ENVIRONMENTS

-STANDARD OPERATING ENVIRONMENTS (SOES)

-MANAGING NETWORKS, TCP/IP Networks, Network Addressing, Network Devices, Managing High Availability (critical) Networks

-MANAGING SERVER ENVIRONMENTS, Monitoring Events, Managing Software Updates, Remotely Managing Servers, Monitoring Performance, Monitoring and Optimizing a Server Environment, Implementing, Managing, and Maintaining Routing and Remote Access

REVIEW QUESTIONS

Sujets

• Customer Relations
• Marketing et communication
• Economics
• Business

Informations

• Publié par: Emereo Publishing
• Date de parution: 24 octobre 2012
• Nombre de lectures: 0
• EAN13: 9781486432196
• Langue: English
• Poids de l'ouvrage: 3 Mo

Extrait

Foreword

As an education and training organization within the IT Service Management (ITSM) industry, we recognize the importance of the services provided by an organization‘s IT Help Desk. Regardless of the size, complexity and budget of the IT department, the first and second line support provided by Help Desk staff will play a large part in the satisfaction of customers and users regarding IT services. Placed in an incredibly challenging environment, Help Desk staff are required to apply knowledge and skills for a wide-range of ICT systems by managing any request for assistance or support from the user population. To assist an individual seeking employment as a Help Desk Technician (senior Help Desk staff member), this book aims to provide an overview of the typical knowledge and skills required, without focusing on any one technology vendor or platform. This book does assume the reader already has some technical knowledge that will be utilized in a Help Desk role. The focus of the book is on the high-level practices that are important when providing Help Desk support services, including customer service, IT Service Management and the technical activities that will be performed. This comprehensive book is designed to complement the in-depth Help Desk Technician eLearning program provided by The Art of Service. The interactive eLearn course uses a combination of narrated PowerPoint presentations with flat text supplements and multiple choice assessments which will ultimately prepare you for the Help Desk Technician certification

exam. We hope you find this book to be a useful tool in your educational library and wish you well in your IT career!

The Art of Service

Notice of Rights All rights reserved. No part of this book may be reproduced or transmitted in any form by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the

publisher. Notice of Liability The information inthis book is distributed on an ―As Is‖ basis without warranty. While every precaution has

been taken in the preparation of the book, neither the author nor the publisher shall have any liability to

any person or entity with respect to any loss or damage caused or alleged to be caused directly or

indirectly by the instructions contained in this book or by the products described in it.

Trademarks Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks. Where those designations appear in this book, and the publisher was aware of a trademark claim, the designations appear as requested by the owner of the trademark. All other product names and services identified throughout this book are used in editorial fashion only and for the benefit of such companies with no intention of infringement of the trademark. No such use, or the use of any trade name,

is intended to convey endorsement or other affiliation with this book.

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Write a review to receive anyfreeeBook

from our Catalog - $99 Value!

If you recently bought this book we would love to hear from you! Benefit from receiving a free eBook from our catalog athttp://www.emereo.org/if you write a review on Amazon (or the online store where you purchased this book) about your last purchase! How does it work? To post a review on Amazon, just log in to your account and click on the Create your own review button (under Customer Reviews) of the relevant product page. You can find examples of product reviews in Amazon. If you purchased from another online store, simply follow their

procedures. What happens when I submit my review?

Once you have submitted your review, send us an email [e-mail] the link to your review, and the eBook you would like as our thank you fromhttp://www.emereo.org/. Pick any book you like from the catalog, up to $99 RRP. You will receive an email with your eBook as download link. It is that simple!

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Help Desk Certification Scheme

To assist an individual in gaining employment and developing their career, we have developed a set of education programs that provides them with the skills and knowledge required for providing or managing Help Desk support services.

Each of the three certification programs can be completed independently, as to allow specific

guidance for the individual based on their current career objectives. The following is a general

overview of the content covered by the different levels:

1.

2.

3.

Help Desk Analyst:on the necessary customer service, IT Service Focuses Management and technical skills required to provide quality first-line IT support.

Help Desk Technician:an extension of the skills required by a senior Help Provides Desk technician, who may be responsible for second-line support as well as for performing specialist maintenance activities. Help Desk Manager:Focuses on the skills required to manage a high-performing Help

Desk team, with additional focus on balancing workloads and improving efficiency.

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How to access the eLearning Program

1. 2. 3. 4.

5.

6.

Direct your browser to:www.theartofservice.org

Click ‗login‘ (found at the top right of the page)

Click ‗Create New Account‘

Follow the instructions to create a new account. You will need a valid email address to

confirm your account creation. If you do not receive the confirmation email check that it

has not been automatically moved to a Junk Mail or Spam folder.

Once your account has been confirmed, email your User-ID for your new account to

[e-mail]

You will receive a return email with an enrolment key that you will need to use in order to access the eLearning program. Next time you login to the site, access the program titled:Help Desk Analyst eLearning Program

Minimumsystem requirements for accessing the eLearning Program:

Processor

RAM

OS

Browser

Plug-Ins

Internet Connection

: Pentium 4 (1 GHz) or higher

: 256MB (512 MB recommended)

: Windows XP, Vista, 7, MCE, Mac OSX

: Macromedia Firefox 3+ (recommended), Internet Explorer 6.x or higher, Safari, Opera, Chrome, all with cookies and JavaScript enabled.

: Adobe Flash Player 8 or higher

: Due to multimedia content of the site, a minimum connection speed of 512kbs is recommended. If you are behind a firewall and are facing problems in accessing the course or the learning portal, please contact your network administrator for help

If you are experiencing difficulties with the Flash Presentations within the eLearning

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Programs please make sure that:

1) You have the latest version of Flash Player installed, by visiting the Adobe Flash Player site.

2) You check that your security settings in your web browser (or corporate firewall) don't prevent these flash modules playing.

3) For users of Internet Explorer 7 a solution involves DESELECTING "Allow active content to

run files on my computer" in Internet Explorer -->Tools, Options, Advanced, Security settings.

4) We generally recommend the use of Mozilla Firefox 3.5 or later, as it will generally provide the best performance when browsing the site or when playing presentations.

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Contents

1

2

3

4

5

INTRODUCTION ......................................................................................................................... 11

CUSTOMER SERVICE PRINCIPLES ............................................................................................... 13

2.2F OUR C OMPONENTS OF C USTOMER S ERVICE ....................................................................................1.6.... 2.3C ONFLICT R ESOLUTION ..................................................................................................................71.... 2.3.1What is Conflict? ................................................................................................................18 2.4T YPES OF C ONFLICT ...........................................................................................................................18 2.4.1Open Conflict vs. Hidden Conflict .......................................................................................21 2.5D ECISION M AKING AND A SSERTIVENESS ...............................................................................................23 2.5.1Seven Steps to Good Decision Making ...............................................................................23 2.5.2Pareto Analysis - Choosing the Most Important Changes to Make ...................................27 2.5.3Grid Analysis - Making a Choice Where Many Factors Must Be Considered .....................30 2.5.4PMI - Weighing the Pros and Cons of a Decision ...............................................................34 2.5.5Force Field Analysis - Understanding the Pressures For and Against Change....................36 2.5.6Six Thinking Hats - Looking at a Decision from All Points of View .....................................39 2.5.7Starbursting - Understanding new ideas by brainstorming questions ...............................42 2.5.8....................................................45Stepladder Technique - Making Better Group Decisions 2.5.9Cost/Benefit Analysis–Evaluating Quantitatively.............................................................47

IT SERVICE MANAGEMENT ........................................................................................................ 50

3.1W HAT IS ITIL®?...............................................................................................................................51 3.1.1Good practices ...................................................................................................................52

THE SERVICE LIFECYCLE.............................................................................................................. 53

4.1 4.2

M APPING THE C ONCEPTS OF ITIL® TO THE S ERVICE L IFECYCLE ..................................................................54 H OW DOES THE S ERVICE L IFECYCLE WORK ? ...........................................................................................55

SERVICE DELIVERY PRINCIPLES .................................................................................................. 57

5.1C APACITY M ANAGEMENT ..................................................................................................................57 5.1.1Goals and objectives ..........................................................................................................57

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6

5.1.2Principles of Capacity Management ..................................................................................58 5.1.3Capacity Management Activities .......................................................................................59 5.2C HANGE M ANAGEMENT .........................................................................................................5...6........ 5.2.1Goals and Objectives..........................................................................................................67 5.2.2Designing and Planning .....................................................................................................67 5.2.3Change Models ..................................................................................................................67 5.2.4Triggers and Interfaces ......................................................................................................70 5.2.5Change Management Activities .........................................................................................71 5.2.6Roles and Responsibilities within Change Management ...................................................77 5.2.7Challenges affecting Change Management .......................................................................79

SERVICE OPERATION PRINCIPLES............................................................................................... 80

6.1O BJECTIVES ..............................................................................................................................08....... 6.2S ERVICE O PERATION F UNCTIONS ................................................1..8....................................................... 6.3T ECHNICAL M ANAGEMENT ................................................................28................................................. 6.3.1Goal and Objectives ...........................................................................................................83 6.3.2Key Performance Indicators (KPIs) for Technical Management .........................................84 6.4ITO PERATIONS M ANAGEMENT ...........................................................................................................85 6.4.1Goal and objectives ............................................................................................................86 6.4.2Operations Control .............................................................................................................86 6.4.3Facilities Management.......................................................................................................86 6.4.4Key Performance Indicators (KPIs) for IT Operations Management ..................................87 6.5A PPLICATION M ANAGEMENT ............78.................................................................................................. 6.5.1Goal and objectives ............................................................................................................88 6.5.2Build or Buy? ......................................................................................................................88 6.5.3....................................................................................90Application Management Lifecycle 6.6S ERVICE O PERATION P ROCESSES .........................................................................................................94 6.7E VENT M ANAGEMENT .......................................................................................................................95 6.7.1Goals and Objectives..........................................................................................................95 6.7.2Scope..................................................................................................................................96 6.7.3Event Management Activities ............................................................................................97 6.8P ROBLEM M ANAGEMENT ............................................................................................................... 102 8 Copyright The Art of Service │Brisbane, Australia│Email:[e-mail] Web:http://theartofservice.com│eLearning:http://theartofservice.org│Phone: [phone]

7

8

9

6.8.1Goals and Objectives....................................................................................................... 102 6.8.2Scope............................................................................................................................... 102 6.8.3Benefits ........................................................................................................................... 103 6.8.4Problem Management Activities..................................................................................... 104 6.8.5Proactive Problem Management .................................................................................... 112 6.8.1Managing Known Errors from the Service Transition Phase ........................................... 113 6.9S ERVICE O PERATION S UMMARY ....................................................................................................... 114

REQUIRED TECHNICAL KNOWLEDGE........................................................................................ 116

7.1D ESKTOP E NVIRONMENTS ............................................................................................................... 116 7.2S TANDARD O PERATING E NVIRONMENTS (SOE S 116) ................................................................................. 7.3M ANAGING N ETWORKS .................................................................................................................. 118 7.3.1TCP/IP Networks ............................................................................................................. 118 7.3.2Network Addressing ........................................................................................................ 119 7.3.3Network Devices ............................................................................................................. 120 7.3.4Managing High Availability (critical) Networks .............................................................. 128 7.4M ANAGING S ERVER E NVIRONMENTS ................................................................................................ 134 7.4.1Monitoring Events........................................................................................................... 134 7.4.2Managing Software Updates .......................................................................................... 136 7.4.3Remotely Managing Servers ........................................................................................... 136 7.4.4Monitoring Performance................................................................................................. 137 7.4.5Monitoring and Optimizing a Server Environment ......................................................... 139 7.4.6Implementing, Managing, and Maintaining Routing and Remote Access...................... 141

10

REVIEW QUESTIONS ................................................................................................................ 149

ANSWERS TO REVIEW QUESTIONS .......................................................................................... 155

INDUSTRY CERTIFICATIONS ..................................................................................................... 161

10.1 10.2 10.3

11

ITIL®C ERTIFICATION P ATHWAYS ................................................................................................. 161 ISO/IEC20000P ATHWAYS ...................................................................................................... 162 C LOUD C OMPUTING .................................................................................................................. 163

INDEX ...................................................................................................................................... 165

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