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A Guide to Service Desk Concepts, 3rd Edition

A Guide to Service D…,9780324785067
       
  • A new edition of this text is available here

  • AUTHORS: Knapp, Donna - ©2010

  • ISBN10: 0-324-78506-2

  • ISBN13: 978-0-324-78506-7

A Guide to Service Desk Concepts, Third Edition, discusses the different types of service desks that exist, how they are measured by the organizations they support, the varying roles and skills required within a typical service desk, and the processes and technologies commonly used to ensure the service desk is operating efficiently and effectively. In this edition, the author also includes references to ITILĀ® V3 best practices, leading quality and IT service management frameworks and standards, up-to-date research, trends, case studies and resources, and the latest information regarding the role of outsourcing and certification in the service desk.

Additional versions of this product's ISBNs

  • ISBN10: 0324785062

  • ISBN13: 9780324785067

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    eChapter 1: Introduction to Service Desk Concepts
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Bundle products are listed below
Bundle: A Guide to H…
Bundle: A Guide to H…


Knapp, …
Bundle: A Guide to Help Desk Concepts, 3rd + A Guide to Customer Service Skills for the Service Desk Professional, 3rd

ISBN10: 1-111-66548-6
ISBN13: 978-1-111-66548-7

$185.49