Knapp, Donna <br/><br/>
A guide to service desk concepts / 

 - fourth edition 
 - U.S.A. :   Course Technology, Cengage Learning,   c2014. 
 - xvii,   382 p. : ill. ;   23 cm. 
<br/><br/>Includes appendices, glossary. 
<br/><br/><label>ISBN: </label>9781285063539 
<br/><br/><label>Subjects--Topical Terms: </label><br/>1. Computer industry–Customer services–Management<br/>2. Computer technical support. <br/> 3. Computer service industry
<br/><br/><label>Dewey Class. No.: </label>Circ. 004.068 K67g 2014