The Help Desk Audit: Blueprint for Success

In the current economy, IT managers must find creative approaches to improve IT services with reduced funding and fewer resources. In an effort to assist IT managers, The Help Desk Audit: Blueprint for Success identifies critical areas of weakness within the support environment and provides practical, step-by-step improvement strategies. Developed originally as a workshop, this book contains audits in all critical areas of the support organization including: Help Desk Foundation, People, Process, Tools and Customer Relationship Management. Each audit rates the maturity of the support organization: Advanced, Mature, Emergent or Immature. This do-it-yourself audit and improvement process provides the framework and guidance to enhance the support organization's ability to ensure customer success. Focus is placed upon cross-functional improvement teams, senior management buy-in, and the development of critical success factors and measurements. Each audit has five steps: assess, compare, plan, implement and assess. The assessment process begins with an audit of each functional area of a support organization and compares your responses to best practices to provide an organizational maturity rating. If a need for improvement is identified, the planning stage provides detailed information on how to launch an improvement project. This is followed by implementation and the measurement of the established success criteria. The book was written by Julie Mohr, a well-known industry speaker on the topic of support service improvement. Her workshops at the Help Desk Institute and Support Services conferences are full of enthusiasm and always well-attended. Ms. Mohr has 14 years of IT experience with 8 years of progressive management responsibility. Ms. Mohr is a managing consultant for Alternative Resources Corporation and is responsible for developing client-specific deliverables for IT service improvement strategy. She is a graduate of The Ohio State University with a degree in