Help desk: tools and technology
o Technology and its challenges
o Types of support tools
o Developing versus buying tools
o Understanding why tools fail
Support environments and processes
o Support environments
o Internal support processes
o External support processes
o Support process challenges
Common software tools and features
o Characteristics of all support software
o Features of call logging software
o Features of problem management software
Problem resolution elements
o Performance and reporting tools
o Reports quantify performance
o Commonly collected statistics
o Report software features
Call management software and problem resolution software
o Call management software
o Problem resolution software
o Problem resolution methods
Asset and change management tools
o The importance of asset management
o Asset management software
Using alerts and notification tools for support
o Understanding how service level management uses alerts and notifications
o Understanding technologies for customer notifications
Using telephone-based technology
o Understanding the core feature of modern telephone technologies
o Working with additional telephony technology
Planning office space in the support environment
o Managing the work environment
o Understanding individual workplace elements
Using additional level two and level three support tools
o Understanding IT systems management
o Managing advanced systems components
Using self-help tools
o Understanding customer self-service
Understanding service technology trends and career resources
o Understanding the expanding role of information management
o Understanding professional certification
