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.
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