This sample chapter, taken from McGraw-Hill’s Introduction to Help Desk Concepts and Skills, examines the different ways help desks are organized and structured. When determining a help desk’s optimal ...

Service organizations exist to market services rather than products. The most advantageous organizational structure for a service business is one in which employees can handle multiple different roles ...

Picture the most successful companies in the world; they have one thing in common — an effective organizational structure. But what exactly does that entail and how can it make or break a business? If ...