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Ise A Guide To Service Desk Concepts

Knapp, Donna

9781285063539 - Ise A Guide To Service Desk Concepts
2e hands

Artikelomschrijving

Translate technical expertise into an effective career in computer user support with the help of Knapps A Guide To Service Desk Concepts, 4e, International Edition. This trusted, contemporary guide introduces the latest developments, research, resources and trends as they happen in computer user support. Readers explore the various types of service desks and gain a solid understanding of the diverse roles and skills required. This edition also reviews the processes and technologies that ensure the service desk is operating effectively and examines how todays leading organizations measure service desk success. The author references the very latest ITIL[registered] 2011 best practices, leading quality and IT service management frameworks and standards to ensure this edition presents the most recent information regarding the role of outsourcing and certification in the service desk. New case studies and projects as well as updated chapters highlight the evolving role of the service desk and how technology trends, such as cloud computing, virtualization, mobile technology and consumerization, are impacting the service desk.

Specificaties

Auteur Knapp, Donna
ISBN/EAN 9781285063539
Druk 4
€ 87,05 € 96,72
Verwachte bezorgdatum: 26-07

Artikelomschrijving

Translate technical expertise into an effective career in computer user support with the help of Knapps A Guide To Service Desk Concepts, 4e, International Edition. This trusted, contemporary guide introduces the latest developments, research, resources and trends as they happen in computer user support. Readers explore the various types of service desks and gain a solid understanding of the diverse roles and skills required. This edition also reviews the processes and technologies that ensure the service desk is operating effectively and examines how todays leading organizations measure service desk success. The author references the very latest ITIL[registered] 2011 best practices, leading quality and IT service management frameworks and standards to ensure this edition presents the most recent information regarding the role of outsourcing and certification in the service desk. New case studies and projects as well as updated chapters highlight the evolving role of the service desk and how technology trends, such as cloud computing, virtualization, mobile technology and consumerization, are impacting the service desk.

Specificaties

Auteur Knapp, Donna
ISBN/EAN 9781285063539
Druk 4