A Guide to Service Desk Concepts

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Cengage Learning, Mar 24, 2009 - Computers - 368 pages
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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.
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Contents

Preface
Introduction to Service Desk Concepts
Service Desk Operations
The People Component Service Desk Roles and Responsibilities
The Process Component Service Desk Processes and Procedures
The Technology Component Service Desk Tools and Technologies
The Information Component Service Desk Performance Measures
The Service Desk Setting
Customer Support as a Profession
Job Descriptions for the Service Desk
Service Desk Resources
Glossary
Index
Copyright

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About the author (2009)

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.

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