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. 
907    .b15697289|b10-06-15|c03-20-12 
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945    HD9696.C62|bK62 2010|g0|i37522005484027|j0|on|p0.00|q-|r-
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998    ccq|b03-20-12|cm|db|en|feng|gmau|h0