A Guide to Service Desk Concepts (Häftad)
avDonna Knapp, Donna Knapp
ISBN: 9781285063539 - UTGIVEN: 2013-02Translate 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 su[...]
A Guide to Customer Service Skills for the Service Desk Professional (Pocket)
avDonna Knapp
ISBN: 9780538748537 - UTGIVEN: 2010-03-27The Third Edition of A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL explores the changing role of the service desk professional. Each chapter expands upon a particular skill required to provide effective customer support and provides proven techniques for implementing the conce[...]
The ITSM Process Design Guide (Häftad)
avDonna Knapp
ISBN: 9781604270495 - UTGIVEN: 201001This is a comprehensive 'how-to' guide to assessing, designing, measuring and integrating. ITSM processes IT organizations increasingly recognize the need to design, redesign or reengineer, and improve their internal IT service management (ITSM) processes. While popular frameworks such as the IT inf[...]
