Operations

The Best NOC and Service Desk Operations Book Ever! by Erick Simpson

Only $149.95

Through a special arrangement with MSPU . . .

This new publication continues MSPU's goal of documenting best practices for each and every area of a successful I.T. and Managed Services Provider's practice. The Best NOC and Service Desk Operations BOOK EVER! reveals how to build, staff and maintain a NOC and Service Desk effectively and profitably, along with best practices and techniques to increase efficiencies and net profits for these critical business units of your IT practice.

Whether you are looking to build out your NOC and Service Desk from scratch, are interested in learning how to effectively outsource and manage specific components of these units, or simply wish to evaluate the processes you currently employ in your own NOC and Service Desk, this reference guide will teach you how to improve processes, maximize efficiencies and increase client satisfaction - all while improving your bottom line!

Erick has included everything you need in The Best I.T. Service Delivery BOOK EVER!

This resource has been highly requested by solution providers, internal IT departments and channel organizations worldwide, and fills the void for a NOC and Service Desk-specific work for the IT industry covering design, tools, deliverables and hiring, compensating, training and managing staff; along with processes, client on-boarding and management processes, outsourcing to 3rd party fulfillment partners and service delivery.

"The Best NOC and Service Desk Operations BOOK EVER!" applies the most highly effective NOC and Service Desk operations and delivery techniques ever developed to increase your efficiencies, client relationships and revenue, allowing you to scale your services effectively and economically!

Includes valuable additional downloadable forms, tools and collateral!

The only NOC and Service Desk book written by Service Providers for Service Providers covers the following:

• Infrastructure Design
  • Service Locations
  • Hardware
  • Services
  • Disaster Preparedness and Business Continuity
• Tools and Technology
  • RMM Tools
  • PSA Tools
  • Remote Access Tools
  • Integration
  • Management
• Deliverables
• Services
  • Remote Monitoring
  • Remote Patching and Updating
  • Remote Optimizing
  • Remote Service Desk
  • Remote Dispatch
  • Onsite Service Delivery
  • Disaster Recovery and Business Continuity
  • Vendor Management
• Supported Hardware
• Supported Applications
• Supported Services
• Supported Vendors
• Agreements and Addendums
• SLAs
• Processes
  • Incident Management
  • Problem Management
  • Configuration Management
  • Change Management
  • Release Management
  • Service Level Management
  • Service Financial Management
  • Capacity Management
  • Service Continuity Management
  • Availability Management
  • Security Management
• People
• Hiring
  • Writing Effective Employment Ads
  • Using DISC Behavioral Profiles for Hiring Right the First Time
  • The Interview Process
  • The Offer Letter
  • The Employment Agreement
  • Compensation plans
  • Training
• Clients
  • Requirements
  • Client Qualifications
  • Environment Qualifications
• On-boarding
  • Business Needs Analysis
  • Technology Assessment
  • Required Infrastructure Upgrades
  • Provisioning
  • Training
• Go-Live
• Client Satisfaction
• Ongoing Review
• Management
  • Key Performance Indicators
  • Getting the Right Data from your Systems
  • Increasing Efficiencies
  • Reducing Costs
  • Maintaining Effective Communications
  • Scaling Services Successfully
• Outsourcing
  • Considerations
  • What to Keep
  • What can be Outsourced
  • Integrating outsourced resources with your internal systems and staff
  • Dispatch and resource allocation
  • Communication, alerting and status reporting
  • SLA maintenance
  • Change management
  • Escalation management
  • Risk management
• Includes valuable additional downloadable forms, tools and collateral!