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100719s2010 mau eng |
| 020 |
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|a 0324785062
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| 020 |
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|a 9780324785067
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| 090 |
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|a HD9696.C62
|b K62 2010
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|a Knapp, Donna ,
|e author
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| 245 |
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2 |
|a A guide to service desk concepts
|c Donna Knapp
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| 250 |
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|a 3rd ed
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| 260 |
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|a Boston, Massachusetts :
|b Course Technology, Cengage Learning ,
|c c2010
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| 300 |
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|a xix, 396 p. :
|b ill. ;
|c 24 cm.
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| 504 |
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|a Includes bibliographical references and index
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| 505 |
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|a 1. Introduction to service desk concepts -- 2. Service desk operations -- 3. The people component: service desk roles and responsibilities -- 4. The process component: service desk processes and procedures -- 5. The technology component: service desk tools and technologies -- 6. The information component: service desk performance measures -- 7. The service desk setting -- 8. Customer support as a profession
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| 650 |
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|a Computer industry
|x Customer services
|x Management
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| 650 |
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|a Computer service industry
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| 650 |
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|a Computer technical support
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| 650 |
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0 |
|a Management information systems
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| 999 |
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|a 1000131859
|b Book
|c OPEN SHELF (30 DAYS)
|e Gong Badak Campus
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