A Guide to Service Desk Concepts (Help Desk)

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9780324785067: 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.

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From the Publisher:

Provides real-world computer support examples, case studies, and exercises throughout. Details the four integrated components of a successful Help Desk: people, processes, technology, and information, in separate chapters. Written by a leading Help Desk consultant and trainer, former Help Desk support engineer, service engineer, and service manager. Covers Customer Relationship Management initiatives, remote support, use of Web-based technologies, skills needed to communicate via the Web, and telephony advances. Focuses on personal workspace setup, demonstrating how readers can arrange a comfortable workspace and improve their performance and success.

About the Author:

An experienced IT professional with more than 30 years in the industry as a practitioner, consultant, and trainer, Donna Knapp currently works as Curriculum Development Manager for ITSM Academy, a full-service provider of IT Service Management education. Ms. Knapp is an ITIL Expert, a Certified Process Design Engineer, a Certified ISO/IEC 2000 Consultant/Manager, a Certified Scrum Master, and she is certified in Knowledge-Centered Support (KCS) Principles. The author of several books on the service desk industry, she has also developed several highly successful seminars, including "Achieving Customer Service Excellence for Service Desk Professionals" and "ITIL at the Service Desk."

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Knapp, Donna
Published by Course Technology (2009)
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