A Guide to Service Desk Concepts

A Guide to Service Desk Concepts

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A Guide to Service Desk Concepts, Third Edition, discusses the different types of service desks that exist, how they are measured by the organizations they support, the varying roles and skills required within a typical service desk, and the processes and technologies commonly used to ensure the service desk is operating efficiently and effectively. In this edition, the author also includes references to ITIL V3 best practices, leading quality and IT service management frameworks and standards, up-to-date research, trends, case studies and resources, and the latest information regarding the role of outsourcing and certification in the service desk. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.For example, why do printers jam? If the answer is ... This technique involves producing an Ishikawa diagram, which is a cause and effect diagram that visually displays the many potential causes for a specific problem or effect. Because of its anbsp;...

Title:A Guide to Service Desk Concepts
Author:Donna Knapp
Publisher:Cengage Learning - 2009-03-24


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