eBook - PDF

A Guide to Service Desk Concepts

Name: A Guide to Service Desk Concepts
ISBN: 9781285663340

Donna Knapp,

English
PDF
Available on iOS & Android

eBook - PDF

A Guide to Service Desk Concepts

Donna Knapp,

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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Yes, you can access A Guide to Service Desk Concepts by Donna Knapp in PDF and/or ePUB format, as well as other popular books in Computer Science & Computer Science General. We have over one million books available in our catalogue for you to explore.