The Help Desk Audit Toolkit: Companion CD
by Julie L. Mohr
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Book Summary Information
Author: Julie L. MohrEdition: CD-ROM
Audio: English (Unknown); English (Original Language); English (Published)
Published: 2003-08-15
ISBN: 0974080810
Number of pages: 30
Publisher: BlueprintAudits.com
Book Reviews of The Help Desk Audit Toolkit: Companion CD
Book Review: Time-saver and augments "The Help Desk Audit" book
Summary: 5 Stars
If you've purchased "The Help Desk Audit: Blueprint for Success" (0974080802), or you're an experienced help desk consultant seeking a ready-made set of tools this collection of documents is invaluable.First, if you have purchased the book you'll save literally dozens of hours because you will not need to recreate the forms and other tools on this CD ROM. If will cut the time to perform the audit, and will enable you to manage your findings in a systematic manner.
If you are a consultant who already has an assessment methodology, the forms and documents are still useful and their function should be immediately apparent. More importantly, you'll save many hours by tailoring them to your specific practices instead of designing them from scratch. As a side note, regardless of the methodology or approach you currently employ I strongly recommend you consider the book from which this CD ROM's contents are derived - it is one of the most thorough approaches I've seen.
Regardless of your objectives, if you work with help desks this CD ROM provides invaluable documents that you can either immediately use, or quickly tailor to meet specific or unique requirements.
Summary of The Help Desk Audit Toolkit: Companion CD
In workshops conducted for The Help Desk Audit: Blueprint for Success, we have often heard many requests for the samples in the book in an electronic form. In an effort to help you get started with implementing change in your support environment, we have assembled all the templates and a whole lot more into one CD. Below is a description of what is included on The Help Desk Audit Toolkit: Companion CD. We hope it helps you to successfully change your support organization into a mature, customer-focused environment. Project Plan Template(Project)-An overview of all the elements of a successful enhancement project. Business Case Template(Word)-A template to create a business case to demonstrate the overall benefits and costs of an enhancement project. Help Desk Audit Overview(PowerPoint)-A PowerPoint presentation used in the workshop. Vision Mission Worksheet(Word)-A worksheet to help you create a vision/mission statement. Organization Chart(Visio)-An organization chart that you can modify to meet your needs. List of Products & Services Provided(Excel)-An outline to help you get started in creating a list of products and services provided. Site Audit(Excel)-This is a document that you can send out to your support partners and solicit information about their environment to add to your list of products & services. Level-1 Analyst Position Description(Word)-A sample position description for a level-1 analyst. Level-2 Analyst Position Description(Word)-A sample position description for a level-2 analyst. Help Desk Manager Position Description(Word)-A sample position description for a help desk manager. Staffing Model(Excel)A sample staffing model for determining the number of staff to support your customers based upon basic information about your support environment. Note: This is not a full-staffing model and does not use Erlang-C formulas. Performance Measurement Matrix(Excel)-A list of performance measurements for the help desk. Skills Assessment(Word)-A form to giveCulture Books
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