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.

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."

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

Store Description

Thank you for visiting our profile. We are a home-based business have been selling books online since 2004 and joined AbeBooks in 2008. Feel free to e-mail us at BasementSeller101@gmail.com. We would be happy to assist you.

Visit Seller's Storefront

Seller's business information

Basement Seller 101
OH, U.S.A.

Sale & Shipping Terms

Terms of Sale

We guarantee the condition of every book as it's described on the Abebooks web sites. If you're dissatisfied with your purchase (Incorrect Book/Not as Described/Damaged) or if the order hasn't arrived, you're eligible for a refund within 30 days of the estimated delivery date. If you've changed your mind about a book that you've ordered, please use the Ask bookseller a question link to contact us and we'll respond within 2 business days.

Shipping Terms

Orders usually ship within 2 business days. Expected shipping times for "Standard" orders is 4 to 14 business days and for "Expedited" orders is 3 to 5 business days. We do accept international orders, although shipment times may vary, usually from 3 to 6 weeks.

If you have any questions about our shipment times and policies, if you need a book faster, or if you would like to check the status of your order, please e-mail us.

Please note that we ship all "Standard" items via US Postal Service Media Mail and all "Expedited" items via US Postal Service Priority Mail. Our international orders go via USPS First Class or Priority International Mail. If you would like us to ship an item via another carrier, please e-mail us and we will try to accommodate you.

We can overnight books domestically and send books expedited internationally for an additional charge.

The majority of our packages are shipped using Stamps.com NetStamps, a non-trackable method. Please note that all items ordered via the "Expedited" shipping method are automatically shipped with Delivery Confirmation. If you would like your item shipped with Delivery Confirmation, please e-mail us before making your purchase.

We ship orders every day, Monday through Friday, (excluding Postal Service holidays) usually by 12PM. If you need to cancel or make changes to an order, please do so as soon as possible -- many requests we get regarding orders are not fulfilled because we find, pack, and ship the book before the buyer contacts us. If you receive a confirmation e-mail from us, it means your order has been shipped and we can no longer make changes to it.

Please note that the majority of our orders ship out within 24 hours, many shipping out the same day they are ordered. Since we usually ship around 12PM, most orders received Friday after 10AM will not go out until Monday. In some cases, we will make a trip on Saturday to get more orders out.

Shipping rates within U.S.A.

Shipping rates within U.S.A.
Order quantity	5 to 14 business days	2 to 6 business days
First item	US$ 5.00	US$ 10.00

Delivery times are set by sellers and vary by carrier and location. Orders passing through Customs may face delays and buyers are responsible for any associated duties or fees. Sellers may contact you regarding additional charges to cover any increased costs to ship your items.