A Guide to Service Desk Concepts
A Guide to Service Desk Concepts
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A Guide to Service Desk Concepts

Donna Knapp

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Unavailable in your region
📖 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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Table of contents

Citation styles for A Guide to Service Desk ConceptsHow to cite A Guide to Service Desk Concepts for your reference list or bibliography: select your referencing style from the list below and hit 'copy' to generate a citation. If your style isn't in the list, you can start a free trial to access over 20 additional styles from the Perlego eReader.
APA 6 Citation
Knapp, D. (2013). A Guide to Service Desk Concepts ([edition unavailable]). Cengage Learning EMEA. Retrieved from https://www.perlego.com/book/801874/a-guide-to-service-desk-concepts-pdf (Original work published 2013)
Chicago Citation
Knapp, Donna. (2013) 2013. A Guide to Service Desk Concepts. [Edition unavailable]. Cengage Learning EMEA. https://www.perlego.com/book/801874/a-guide-to-service-desk-concepts-pdf.
Harvard Citation
Knapp, D. (2013) A Guide to Service Desk Concepts. [edition unavailable]. Cengage Learning EMEA. Available at: https://www.perlego.com/book/801874/a-guide-to-service-desk-concepts-pdf (Accessed: 14 October 2022).
MLA 7 Citation
Knapp, Donna. A Guide to Service Desk Concepts. [edition unavailable]. Cengage Learning EMEA, 2013. Web. 14 Oct. 2022.
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