How May I Help You?
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How May I Help You?
A Handbook for Technical Support Professionals
Table of Contents
Preface
1. What is IT support?
I. Activities
2. ITIL introduction
1. What is ITIL?
1.1. Service Desk
1.2. Incident Management
1.3. Problem Management
1.4. Change Management
1.5. Configuration Management
1.6. Service Level Management
1.7. IT Service Continuity Management
1.8. And Beyond
3. Incident Handling
1. Logging the incident
2. Resolving the incident
3. Closing the incident
4. Problem Handling
1. Report a problem
2. Find the root cause
3. Find a solution
4. Report back
5. Close the problem
5. Change Handling
1. Logging a request for change
2. Change approval by the Change Advisory Board
3. Planning the implementation
4. Implementing in the test environment
5. Testing
6. Updating documentation
7. Implementing in production
8. Verifying the change
9. Closing the change
6. Complaint Handling
1. Listen
2. Acknowledge
3. Fix
4. Compensate
7. Monitoring performance
1. Solution times
2. Number of incidents
3. Number of complaints
4. Individual support engineer performance
5. Customer satisfaction
6. Number of problems
7. Top questions
II. Skills
8. Communication
1. Listening actively
1.1. Understanding the frame of reference
1.2. Preventing ambiguity
1.3. Ask questions
1.4. The power of silence
1.5. How emotion affects communication
2. Choosing the right language and format
2.1. Understand the receiver
2.2. Use common language
2.3. Provide sufficient context
2.4. Solicit feedback
2.5. Summarize
3. Explaining complex information
3.1. Tap into what the receiver knows already
3.2. Provide examples
3.3. Use a story
4. Types of communication
4.1. Written communication
4.2. Verbal communication
4.3. Non-Verbal communication
4.4. Instant messaging communication
5. Exercises
5.1. Role play
5.2. Story telling
5.3. Analogies
9. Analyzing
10. Prioritizing
III. Policies and procedures
11. Service Level Agreements
12. Reporting
13. Customer Satisfaction Surveys
IV. Case Study
14. Meet DigiTeeVee
15. DigiTeeVee's problems providing support
16. The plan
17. The result
List of Tables
7.1.
Incident Solution Times
List of Equations
Issue Increase Trend.
Issue Resolving Performance.
Average Complaints per User.