A Guide to Service Desk Concepts
A Guide to Service Desk Concepts
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A Guide to Service Desk Concepts by Donna Knapp
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.
Donna Knapp is a Certified Process Design Engineer (CPDE)(R) with over 25 years of experience in the IT industry. Donna holds multiple ITSM certifications including: ITIL Expert, ITIL(R) Service Manager, and various ITIL(R) Intermediate and Capability certifications. Donna was one of the first globally to achieve the ITIL Expert and Certified Process Design Engineer (CPDE)(R) certifications. She also holds the ISO/IEC 20000 Foundation and Consultant Certificates, and the Microsoft(R) Operations Framework (MOF) Foundation Certificate. Donna serves as ITSM Academy's Curriculum Development Manager, sits on the ITIL(R) V3 International Examination Panel, and is the author of two textbooks: A Guide to Service Desk Concepts, Third Edition and A Guide to Customer Service Skills for the Service Desk Professional, Third Edition. She is also the author of the highly successful seminar Achieving High Customer Satisfaction: Customer Service Skills for the Service Desk Professional. Donna's background includes working as a practitioner, consultant, and trainer, and she brings to every engagement her practical experience and knowledge of ITSM topics. She is known as an entertaining, informative and sought-after speaker and seeks to promote the processes and best practices required to deliver high-quality customer support and IT services.
| SKU | Unavailable |
| ISBN 13 | 9781285063454 |
| ISBN 10 | 1285063457 |
| Title | A Guide to Service Desk Concepts |
| Author | Donna Knapp |
| Condition | Unavailable |
| Binding Type | Paperback |
| Publisher | Course Technology |
| Year published | 2013-02-14 |
| Number of pages | 416 |
| Cover note | Book picture is for illustrative purposes only, actual binding, cover or edition may vary. |
| Note | Unavailable |