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(Ebook) A Guide to Service Desk Concepts , Third Edition by Donna Knapp ISBN 9780324785067, 0324785062

  • SKU: EBN-2321148
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Instant download (eBook) A Guide to Service Desk Concepts , Third Edition after payment.
Authors:Donna Knapp
Pages:417 pages.
Year:2009
Editon:3
Publisher:Cengage Learning
Language:english
File Size:5.28 MB
Format:pdf
ISBNS:9780324785067, 0324785062
Categories: Ebooks

Product desciption

(Ebook) A Guide to Service Desk Concepts , Third Edition by Donna Knapp ISBN 9780324785067, 0324785062

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.
*Free conversion of into popular formats such as PDF, DOCX, DOC, AZW, EPUB, and MOBI after payment.

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