TY  - BOOK
AU  - Knapp, Donna
AU  - / Donna Knapp
TI  - A guide to service desk concepts
SN  - 9781285063539
U1  - Circ. 004.068 K67g 2014 fourth edition
PY  - 2014///
CY  - U.S.A. : 
PB  - Course Technology, Cengage Learning, 
KW  - 1. Computer industry–Customer services–Management
KW  - 2. Computer technical support.
KW  -  3. Computer service industry
N1  - Includes appendices, glossary
ER  -