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 effectively and ... Read More
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 effectively 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 projects as well as 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 the service desk. New material also examines the current emphasis on self-help and the effects of self-healing capabilities within newer generation technologies. Read Less
Add this copy of A Guide to Service Desk Concepts to cart. $12.00, good condition, Sold by HPB-Red rated 5.0 out of 5 stars, ships from Dallas, TX, UNITED STATES, published 2013 by Course Technology.
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Add this copy of A Guide to Service Desk Concepts to cart. $13.34, very good condition, Sold by ThriftBooks-Reno rated 4.0 out of 5 stars, ships from Reno, NV, UNITED STATES, published 2013 by Cengage Learning.
Add this copy of A Guide to Service Desk Concepts to cart. $32.00, good condition, Sold by Academic Book Solutions rated 5.0 out of 5 stars, ships from Medford, NY, UNITED STATES, published 2013 by Cengage Learning.
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Used-Good. Pages are in new and unused condition, Cover and/or pages are slightly Warped., A copy that may have been read, minimal to no highlighting/underlining of text, no missing pages. May have a remainder mark. Spine may show signs of wear. Could be a library copy.
Add this copy of A Guide to Service Desk Concepts to cart. $37.83, good condition, Sold by Bonita rated 4.0 out of 5 stars, ships from Santa Clarita, CA, UNITED STATES, published 2013 by Cengage Learning.
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Add this copy of A Guide to Service Desk Concepts, International Edition to cart. $66.79, good condition, Sold by Bonita rated 4.0 out of 5 stars, ships from Santa Clarita, CA, UNITED STATES, published 2013 by Thomson South-Western.
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Add this copy of A Guide to Service Desk Concepts to cart. $87.00, like new condition, Sold by Academic Book Solutions rated 5.0 out of 5 stars, ships from Medford, NY, UNITED STATES, published 2013 by Cengage Learning.
