A Guide to Service Desk Concepts, 3 edition (repost)
Donna Knapp, "A Guide to Service Desk Concepts, 3 edition"
English | 2009 | ISBN: 0324785062 | 396 pages | PDF | 5 MB
English | 2009 | ISBN: 0324785062 | 396 pages | PDF | 5 MB
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.