Service Desk and Incident Manager: Careers in IT Service Management (BCS Guides to IT Roles) Paperback – 29 July 2014

was looking for a general overview of the roll, nothing to specific. This has good pointers and introduced some cool pointers and websites

Pleased with purchase

A very informative read with clear distinction provided of an IT service desk. It is a short book, easy to read with useful links. It emphasises between the difference of the service desk being a function and incident management being a process.The author provides us with abbreviations and definitions at the start of the book. This is a rational approach, as it helps readers who are new to service desk grasp these terminologies.The author’s aim is to provide the readers with an understanding of what comprises of a service desk. He has constructed the chapters by discussing the role of the service desk manager, the required skills as well as the tools and reference guide to good practises.The chapter on case studies reveals to the readers that despite the business sectors being vastly different the challenges faced were generic.