A Guide to Help Desk Concepts
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品牌: Donna Knapp
基本信息出版社:South-Western, Division of Thomson Learning; 3rd Revised edition (2011年2月10日)平装:368页正文语种:英语ISBN:1439040222条形码:9781439040225商品尺寸:22.9 x 18.8 x 1.8 cm商品重量:658 gASIN:1439040222商品描述内容简介A Guide to Service Desk Concepts: Service Desk and the IT Infrastructure Library, 3e, International Edition discusses the different types of help desks that exist, how they are measured by the organizations they support, the varying roles and skills required within a typical help desk, and the processes and technologies commonly employed to ensure the help desk is operating efficiently and effectively. In the third edition, the author also incorporates the use of ITIL standards, which are becoming increasingly widespread in the help desk field.目录1. Introduction to Help 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. Appendix A: Job Descriptions for the Service Desk. Appendix B: Service Desk Resources.