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A Guide to Service Desk Concepts, by Donna Knapp
PDF Download A Guide to Service Desk Concepts, by Donna Knapp
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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.
- Sales Rank: #315836 in Books
- Brand: Brand: Cengage Learning
- Published on: 2013-02-14
- Released on: 2013-02-14
- Original language: English
- Number of items: 1
- Dimensions: 9.13" h x .91" w x 7.38" l, 1.27 pounds
- Binding: Paperback
- 400 pages
- Used Book in Good Condition
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 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".
Most helpful customer reviews
0 of 0 people found the following review helpful.
Not Much Value; RENT it For Class
By Amazon Customer
I don't believe there is any information in here that will lead to a person achieving greater success in their career. Basic concepts are talked about at length, and the entire book is very vague. I felt like most of the time the book was saying "In order to be a good employee, you must be a good employee." Additionally, any information that is needed from this book will be taught during one's orientation / training days. I am glad I was able to rent this for class and save some money.
0 of 0 people found the following review helpful.
... of graphs and statistics im a weirdo and really like graphs so watching them do things like graph to ...
By Amazon Customer
got it as required for a class it was awful i barely passed the class because the book was a slog to work through and this book routinely sent me on tirades because of a laughable use of graphs and statistics im a weirdo and really like graphs so watching them do things like graph to independant variables against each other drove me up the stinking wall
0 of 0 people found the following review helpful.
Nice book, easy read. Pretty in-depth.
By James Dylan
Nice book, easy read. Pretty in-depth. If I had the power, I would make all my co-workers read this book.
I know it isn't the author's fault, but I wish she could explain why the heck this small, 372-page book costs $170?
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