Publisher: CreateSpace Publishing
Weight: 420 g
The goal was to write a book that would take the reader 1 hour what took me 3 days (and 17 years of experience!) to do. I knew the process I wanted to implement, but figuring out how to implement that process within Zendesk was a challenge. It provides a little bit of a background on ITIL, a little bit of process information, and a lot of configuration information. It doesn't walk through administration settings that are unrelated to setting up an ITIL-based process (such as how to configure your own email address.) This book is focused as a step-by-step guide on the best way to configure Zendesk to support four major ITIL (Information Technology Infrastructure Library) processes: Incident Management Release Management Problem Management Change Management
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