A guide to service desk concepts
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Boston, Massachusetts :
Course Technology, Cengage Learning ,
c2010
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| Edition: | 3rd ed |
| Subjects: |
Table of Contents:
- 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