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.
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