Till date we had two separate versions of Exam Preparation Guide available, EXIN and ISEB. Both had different questions and a common refresher guide. As a part of version upgrade we have combined the two modules.
Customer Advocacy: Maintain a Customer Focus Throughout the Incident Management Process by Julie L. Mohr
The IT organization exists to efficiently provision and support technology to meet business objectives. Technology enables companies to perform their core business processes. When the technology fails, the Service Desk is the first point of contact for the customer into the IT organization and it serves as the customer advocate throughout the Incident Management process. In that role as customer advocate, a defined, core set of communication responsibilities ensures that the customer is the focus of the IT organization. The goal is to improve the customer experience, fulfill their needs and provide data, analysis and feedback to the IT department and to develop a customer-facing tactical and strategic organization.
Details >
Career Pathing Made Simple by Julie L. Mohr
In any support organization, it is important to develop a clearly defined career path. No matter how flat the organization, this can be achieved successfully. A traditional career path is one that provides the opportunity for an employee to move from position to position taking on new roles and responsibilities with increasing compensation to match the position. An example of this is depicted below. A new analyst will join an organization at level 1 and work their way to a team leader. From there, they might be promoted into level 2 and maybe even eventually become team lead again. The next logical position is to replace the service manager.
Details >
