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A Guide to Service Desk Concepts (Help Desk)

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A Guide to Service Desk Concepts (Help Desk)

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.

Country	USA
Author	Donna Knapp
Binding	Paperback
EAN	9780324785067
Edition	3
ISBN	0324785062
Label	Course Technology
Manufacturer	Course Technology
NumberOfItems	1
NumberOfPages	416
PublicationDate	2009-03-24
Publisher	Course Technology
Studio	Course Technology
ReleaseDate	0000-00-00

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