This handbook is aimed at a broad range of IT service and support professionals, ranging from experts in IT service provision, to those who are looking for a suitable approach to continual improvement. It is a guide designed to explain the essential elements that make up an excellent IT service delivery operation. It contains the full ‘Global Best Practice Standard for Service Desk.’
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Use this handbook as a reference and guide to help align your service to global best practice. You can use it as a self-assessment tool and to help you benchmark your current service level maturity.
