A Guide to Service Desk Concepts

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Author : Donna Knapp


368 Pages  Paperback 

3rd Edition  |  Previous Editions: 2003, 1999

©2010, Published


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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 ser... more


Notes provide additional helpful information on specific terms and topics in each chapter.

Figures and screen shots illustrate real-world examples of keyservice desk concepts

Interviews with professionals working in the service desk industry in various capacities provide students with a real-world... more