A Guide to Service Desk Concepts, International Edition

2 avg rating
( 4 ratings by Goodreads )
 
9781285063539: A Guide to Service Desk Concepts, International Edition

Translate technical expertise into an effective career in computer user support with the help of Knapp's A GUIDE TO SERVICE DESK CONCEPTS, 4E, International Edition. 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 (R) 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.

"synopsis" may belong to another edition of this title.

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."

Review:

1. Introduction to Help Desk Concepts. 2. Service Desk Operations. 3. The People Component: Service Desk Roles and Responsibilities. 4. The Process Component: Service Desk Processes and Procedures. 5. The Technology Component: Service Desk Tools and Technologies. 6. The Information Component: Service Desk Performance Measures. 7. The Service Desk Setting. 8. Customer Support as a Profession. Appendix A: Job Descriptions for the Service Desk. Appendix B: Service Desk Resources.

"About this title" may belong to another edition of this title.

Top Search Results from the AbeBooks Marketplace

International Edition
International Edition

1.

Donna Knapp
Published by Cengage Learning, Inc, United States (2013)
ISBN 10: 1285063538 ISBN 13: 9781285063539
New Paperback Quantity Available: 1
International Edition
Seller
The Book Depository US
(London, United Kingdom)
Rating
[?]

Book Description Cengage Learning, Inc, United States, 2013. Paperback. Book Condition: New. 4th edition. Language: English . Brand New Book. Translate technical expertise into an effective career in computer user support with the help of Knapp s A GUIDE TO SERVICE DESK CONCEPTS, 4E, International Edition. 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 (R) 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. Bookseller Inventory # AAQ9781285063539

More Information About This Seller | Ask Bookseller a Question

Buy New
US$ 94.29
Convert Currency

Add to Basket

Shipping: FREE
From United Kingdom to U.S.A.
Destination, Rates & Speeds

2.

Donna Knapp
ISBN 10: 1285063538 ISBN 13: 9781285063539
New Paperback Quantity Available: 3
International Edition
Seller
LOCALBOOKS LLC
(BOLINGBROOK, IL, U.S.A.)
Rating
[?]

Book Description Paperback. Book Condition: New. INTERNATIONAL EDITION, brand New, International/Global Edition, NOT LOOSE LEAF VERSION,NO SOLUTION MANUAL, NO CD, NO ACCESS CARD, Soft Cover/ Paper Back written in English, Different ISBN and Cover Image from US Edition; Sometimes, the title is different from US Edition, and the exercises and homework problem are in different orders or maybe completely different than the US edition, Please email us for confirmation. Some books may show some word such as Not for Sale or Restricted in US on the cover page. However, it is absolutely legal to use in USA, the book will be sent from IL or oversea warehouse based on the stock availability. book. Bookseller Inventory # 40839

More Information About This Seller | Ask Bookseller a Question

Buy New
US$ 84.31
Convert Currency

Add to Basket

Shipping: US$ 9.99
Within U.S.A.
Destination, Rates & Speeds
International Edition
International Edition

3.

Donna Knapp
Published by Cengage Learning, Inc, United States (2013)
ISBN 10: 1285063538 ISBN 13: 9781285063539
New Paperback Quantity Available: 1
International Edition
Seller
The Book Depository
(London, United Kingdom)
Rating
[?]

Book Description Cengage Learning, Inc, United States, 2013. Paperback. Book Condition: New. International ed of 4th Revised ed. Language: English . Brand New Book. Translate technical expertise into an effective career in computer user support with the help of Knapp s A GUIDE TO SERVICE DESK CONCEPTS, 4E, International Edition. 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(R) 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. Bookseller Inventory # AAQ9781285063539

More Information About This Seller | Ask Bookseller a Question

Buy New
US$ 95.61
Convert Currency

Add to Basket

Shipping: FREE
From United Kingdom to U.S.A.
Destination, Rates & Speeds

4.

Donna Knapp
Published by Cengage Learning, Inc (2013)
ISBN 10: 1285063538 ISBN 13: 9781285063539
New Quantity Available: > 20
Seller
Books2Anywhere
(Fairford, GLOS, United Kingdom)
Rating
[?]

Book Description Cengage Learning, Inc, 2013. PAP. Book Condition: New. New Book. Shipped from UK in 4 to 14 days. Established seller since 2000. Bookseller Inventory # CN-9781285063539

More Information About This Seller | Ask Bookseller a Question

Buy New
US$ 88.32
Convert Currency

Add to Basket

Shipping: US$ 11.62
From United Kingdom to U.S.A.
Destination, Rates & Speeds

5.

Donna Knapp
Published by South-Western College Publishing
ISBN 10: 1285063538 ISBN 13: 9781285063539
New Paperback Quantity Available: 1
Seller
THE SAINT BOOKSTORE
(Southport, United Kingdom)
Rating
[?]

Book Description South-Western College Publishing. Paperback. Book Condition: New. New copy - Usually dispatched within 2 working days. Bookseller Inventory # B9781285063539

More Information About This Seller | Ask Bookseller a Question

Buy New
US$ 96.35
Convert Currency

Add to Basket

Shipping: US$ 8.95
From United Kingdom to U.S.A.
Destination, Rates & Speeds

6.

Knapp, Donna
Published by South-Western College Publishing (2013)
ISBN 10: 1285063538 ISBN 13: 9781285063539
New Paperback Quantity Available: 1
Seller
Revaluation Books
(Exeter, United Kingdom)
Rating
[?]

Book Description South-Western College Publishing, 2013. Paperback. Book Condition: Brand New. international ed of 4th revised ed edition. 416 pages. 9.69x7.44x0.79 inches. In Stock. Bookseller Inventory # __1285063538

More Information About This Seller | Ask Bookseller a Question

Buy New
US$ 107.08
Convert Currency

Add to Basket

Shipping: US$ 7.74
From United Kingdom to U.S.A.
Destination, Rates & Speeds