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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

  • ISBN10: 0-324-78506-2

  • ISBN13: 978-0-324-78506-7

  • AUTHORS: Knapp

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 ITIL® 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 text's ISBN numbers

  • ISBN10: 0324785062

  • ISBN13: 9780324785067

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  • Shipping for rentals is offered via UPS Ground for a flat rate of $3.99 and UPS or FedEx express shipping for $9.99.
  • Rentals are eligible for the free 7 day eBook offer which allows you to gain immediate access to the eBook while your rental ships.
  • Refunds are available within 30 days of purchase. They must be in a saleable condition.
  • You can cancel a rental within the first 30 days of your start date.
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  • You can convert your rental to purchase after the first 30 days but before your rental due date.
  • To return your rental, simply print out the prepaid UPS label provided by CengageBrain and drop off your package to the nearest UPS package drop off location. We recommend dropping off your rental at UPS at least 5 business days before your due date.
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