More New and Used
from Private Sellers
Only one copy
in stock at this price.
In Stock Usually Ships in 24 Hours.
Currently Available, Usually Ships in 24-48 Hours
Downloadable Offline Access
Questions About This Book?
Why should I rent this book?
Renting is easy, fast, and cheap! Renting from eCampus.com can save you hundreds of dollars compared to the cost of new or used books each semester. At the end of the semester, simply ship the book back to us with a free UPS shipping label! No need to worry about selling it back.
How do rental returns work?
Returning books is as easy as possible. As your rental due date approaches, we will email you several courtesy reminders. When you are ready to return, you can print a free UPS shipping label from our website at any time. Then, just return the book to your UPS driver or any staffed UPS location. You can even use the same box we shipped it in!
What version or edition is this?
This is the 3rd edition with a publication date of 3/24/2009.
What is included with this book?
- The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any CDs, lab manuals, study guides, etc.
- The Used copy of this book is not guaranteed to inclue any supplemental materials. Typically, only the book itself is included.
- The Rental copy of this book is not guaranteed to include any supplemental materials. You may receive a brand new copy, but typically, only the book itself.
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 ITILŪ 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.
Table of Contents
|Introduction to Help 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|
|Table of Contents provided by Publisher. All Rights Reserved.|