Help future and current professionals translate technical expertise into effective careers in computer user support with the help of A GUIDE TO SERVICE DESK CONCEPTS, 4E by IT expert Donna Knapp. 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. They also review the processes and technologies that ensure a service desk is operating efficiently and effectively and see how today's leading organizations measure service desk success.
This edition references the very latest ITIL® 2011 best practices, leading quality and IT service management frameworks and standards to ensure readers have the most recent information regarding the role of outsourcing and certification in the service desk. New case studies and case projects provide on-the-job practice, while 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 computer user support. New material also examines the contemporary emphasis on self-help and effects of self-healing capabilities within newer generation technologies. Rely on A GUIDE TO SERVICE DESK CONCEPTS, 4E to give readers needed insights into the world of computer user support today.
Table of Contents
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.