Product Information

Complete downloadable Solutions Manual for A Guide to Service Desk Concepts 3rd Edition by Donna Knapp. INSTRUCTOR RESOURCE INFORMATION
TITLE: A Guide to Service Desk Concepts
RESOURCE:Solutions Manual
EDITION: 3rd Edition
AUTHOR: Donna Knapp
PUBLISHER: Cengage Learning

Table of content

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. Appendices.

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