Synopsis
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® 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 Authors
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.”
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.
Other Popular Editions of the Same Title
Search results for A Guide to Service Desk Concepts, International Edition
Seller Image
INTERNATIONAL EDITION---A Guide to Service Desk Concepts, 4th edition
International EditionSeller: READINGON LLC, BOLINGBROOK, IL, U.S.A.
Seller rating 1 out of 5 stars
Paperback. 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. Seller Inventory # 40839
Seller Image
A Guide to Service Desk Concepts, 4e
Seller: READINGON LLC, BOLINGBROOK, IL, U.S.A.
Seller rating 1 out of 5 stars
Paperback. Condition: New. Brand new, International/Global edition, ship within 24 hours with tracking no. book. Seller Inventory # 10360