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LEADER 00000nam a2200337 a 4500
001 15697289
003 OCoLC
008 080913s2010 maua b 001 0 eng d
020 9780324785067
020 0324785062
020 9781439040225 (Intl ed.)
020 1439040222 (Intl ed.)
040 BTCTA|cBTCTA|dYDXCP|dZQP|dHKP|dSISPL|dAUD|dUKWOH
049 |lkt
050 14 HD9696.C62|bK62 2010
100 1 Knapp, Donna.
245 12 A guide to service desk concepts /|cDonna Knapp.
250 3rd ed.
260 Boston, MA :|bCourse Technology, Cengage Learning,|cc2010.
300 xix, 396 p. :|bill. ;|c24 cm.
504 Includes bibliographical references and index.
505 0 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
520 8 This guide provides support to individuals interested in
the field of technical customer support and the self-
management skills needed to deliver it. It provides a
better understanding of what a career in customer support
would entail.
650 0 Computer industry|xCustomer services|xManagement.
650 0 Computer technical support.
650 0 Computer service industry.
650 0 Management information systems.
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