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Guide To Customer Service Skills for the Service Desk Professional (4TH 15 Edition)


Guide To Customer Service Skills for the Service Desk Professional (4TH 15 Edition) Cover


Synopses & Reviews

Publisher Comments:

The Fourth Edition of A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL explores the changing role of the service desk professional. Each chapter expands upon a particular skill required to provide effective customer support and provides proven techniques for implementing the concepts. Research, references, and resources have been updated in each chapter, and ITIL vocabulary and concepts are reflected throughout the text. New information is also incorporated, such as a discussion of general trends currently affecting the information technology industry and technology trends affecting the service desk. The text focuses on providing individuals with practical instruction on the unique skill set needed to execute the expanding mission of the service desk.

About the Author

Donna Knapp has more than thirty years of experience in the IT industry as a well-respected practitioner, sought-after consultant, and exceptional educator. She currently works with ITSM Academy as Curriculum Development Manager. Donna holds the ITIL Expert certification and is a member of the ITIL International Examination Panel. She is a Certified Process Design Engineer (CPDE) and is also certified in ISO/IEC 20000. Donna is the author of THE ITSM PROCESS DESIGN

Table of Contents

Chapter 1: Introduction to Service Desk Concepts. Chapter 2: Service Desk Operations. Chapter 3: The People Component: Service Desk Roles and Responsibilities. Chapter 4: The Process Component: Service Desk Processes and Procedures. Chapter 5: The Technology Component: Service Desk Tools and Technologies. Chapter 6: The Information Component: Service Desk Performance Measures. Chapter 7: The Service Desk Setting. Chapter 8: Customer Support as a Profession. Appendix A: Job Descriptions for the Service Desk. Appendix B: Service Desk Resources. Glossary. Index.

Product Details

Knapp, Donna
Cengage Learning
Information technology
Service Desk Professional
Customer Service
Publication Date:

Related Subjects

Business » High Tech Management
Business » Management
Computers and Internet » Database » Applications
Computers and Internet » Internet » Information
History and Social Science » World History » General

Guide To Customer Service Skills for the Service Desk Professional (4TH 15 Edition) New Trade Paper
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Product details 448 pages Cengage Learning - English 9781285063584 Reviews:
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