Donna Knapp – författare
Visar alla böcker från författaren Donna Knapp. Handla med fri frakt och snabb leverans.
2 produkter
A Guide to Customer Service Skills for the Service Desk Professional
Av Donna Knapp
Häftad, 2010
1404 kr
Lägg i varukorg
The Third 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 …
ITSM Process Design Guide
Developing, Reengineering, and Improving IT Service Management
Av Donna Knapp
Häftad, 2010
1005 kr
Lägg i varukorg
The Definitive Source for Certified Process Design Engineers. IT organizations increasingly recognize the need to design, re-design, and improve their internal IT service management (ITSM) processes. While popular frameworks such as the IT Infrastructure Library (ITIL ), Control Objectives for IT …
