Críticas
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.
Reseña del editor
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.
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INTERNATIONAL EDITION---A Guide to Service Desk Concepts, 4th edition
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Thomson South-Western, 2013
ISBN 10: 1285063538
ISBN 13: 9781285063539
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Paperback. Condición: 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. Nº de ref. del artículo: 40839
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A Guide to Service Desk Concepts, 4e
Publicado por
Thomson South-Western, 2013
ISBN 10: 1285063538
ISBN 13: 9781285063539
Nuevo
Paperback
Librería: READINGON LLC, BOLINGBROOK, IL, Estados Unidos de America
Calificación del vendedor: 1 de 5 estrellas
Paperback. Condición: New. Brand new, International/Global edition, ship within 24 hours with tracking no. book. Nº de ref. del artículo: 10360
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EUR 53,29
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