Complete downloadable Test Bank for A Guide to Service Desk Concepts 3rd Edition by Donna Knapp.
INSTRUCTOR RESOURCE INFORMATION
TITLE: A Guide to Service Desk Concepts
RESOURCE: Test Bank
EDITION: 3rd Edition
AUTHOR: Donna Knapp
PUBLISHER: Cengage Learning
PREVIEW PDF SAMPLETest-Bank-A-Guide-Service-Desk-Concepts-3rd-Edition-Donna-Knapp
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.