About This Book
Now you can translate your technical expertise into an effective career in computer user support with the help of Knapp's A GUIDE TO SERVICE DESK CONCEPTS, 4E. This trusted, contemporary guide introduces the latest developments, research, resources and trends as they happen in computer user support. You explore the various types of service desks and gain a solid understanding of the diverse roles and skills required. You also review the processes and technologies that ensure the service desk is operating efficiently and effectively and see how today's leading organizations measure service desk success.The author references the very latest ITIL® 2011 best practices, leading quality and IT service management frameworks and standards to ensure you are learning with the most recent information regarding the role of outsourcing and certification in the service desk. New case studies and case projects provide on-the-job practice, while updated chapters highlight the evolving role of the service desk and how technology trends, such as cloud computing, virtualization, mobile technology and consumerization, are impacting computer user support. New material also examines the current emphasis on self-help and the effects of self-healing capabilities within newer generation technologies. Turn to A GUIDE TO SERVICE DESK CONCEPTS, 4E for a complete understanding of computer user support today.
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