A Guide to Service Desk Concepts PDF
By:Donna Knapp
Published on 2013-02-21 by Cengage Learning
Translate 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. Readers explore the various types of service desks and gain a solid understanding of the diverse roles and skills required. This edition also reviews the processes and technologies that ensure the service desk is operating efficiently and examines 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 this edition presents 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 to relationship managers and how technology trends, such as cloud computing, virtualization, mobile technology and consumerization, are impacting the service desk. New material also examines the current emphasis on self-help and the effects of self-healing capabilities within newer generation technologies. A GUIDE TO SERVICE DESK CONCEPTS, 4E provides the overview needed for success in computer user support today. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.
This Book was ranked at 18 by Google Books for keyword Service.
Book ID of A Guide to Service Desk Concepts's Books is ZHEVUucqo9wC, Book which was written byDonna Knapphave ETAG "86h8e5XnAB8"
Book which was published by Cengage Learning since 2013-02-21 have ISBNs, ISBN 13 Code is 9781285063454 and ISBN 10 Code is 1285063457
Reading Mode in Text Status is false and Reading Mode in Image Status is true
Book which have "416 Pages" is Printed at BOOK under CategoryComputers
Book was written in en
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Download A Guide to Service Desk Concepts Books Free
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Download A Guide to Service Desk Concepts PDF
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