| I wrote this book because IT is changing. It is becoming more service-oriented and talking with increasing sincerity in terms of ‘customers’ of IT. Ten years ago that sort of thinking would have been rare, but now it is commonplace.
It is safe to say that the vanguard of the new service ethos in IT was the helpdesk. I feel I have to admit my bias here, having been in user support for the better part of a quarter of a century, but I do not recall any other part of IT wearing sackcloth and ashes for most of the 1990s because it felt so guilty about its failure to provide adequate customer service. Alone in IT, it was the helpdesk that insisted on and acquired purpose-built software tools to better control its service process. The Helpdesk Institute, Helpdesk User Group (as was) and other professional bodies came to the fore and bleated persistently about the urgent necessity to improve service management.
Then in 2001, that striving reached a new maturity. Here in the UK, the once-defunct helpdesk show in London was reborn and took the theme of ‘all roads lead to the helpdesk’. This was an industry-wide recognition of the view of the helpdesk as the point of access for all IT services within the corporation. The service culture, once the premise of the helpdesk alone, had spread across the whole of IT. |
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Welcome to Microsoft Excel 2013—Illustrated Brief. This book has a unique design: Each skill is presented on two facing pages, with steps on the left and screens on the right. The layout makes it easy to learn a skill without having to read a lot of text and flip pages to see an illustration. ... | | The Isaac Newton School of Driving: Physics and Your Car
For some people, driving is an art; for others, it's a science. At the Isaac Newton School of Driving, though, every car is a laboratory on wheels and every drive an exciting journey into the world of physics. As explained by renowned science writer and physics professor Barry Parker—whose father was a car mechanic and garage... | | Advances in Control Systems and its Infrastructure: Proceedings of ICPCCI 2019 (Lecture Notes in Electrical Engineering)
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