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eBook: A Guide to Service Desk Concepts, 4th Edition

Donna Knapp

  • Copyright 2014
  • {{checkPublicationMessage('Published', '2013-02-21T00:00:00+0000')}}
Starting At $77.95 See pricing and ISBN options
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eBook: A Guide to Service Desk Concepts 4th Edition by Donna Knapp
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E-BOOK: A GUIDE TO SERVICE DES K CPTS

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Meet the Authors

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Donna Knapp

An experienced IT professional with more than 30 years in the industry as a practitioner, consultant, and trainer, Donna Knapp currently works as Curriculum Development Manager for ITSM Academy, a full-service provider of IT Service Management education. Ms. Knapp is an ITIL Expert, a Certified Process Design Engineer, a Certified ISO/IEC 2000 Consultant/Manager, a Certified Scrum Master, and she is certified in Knowledge-Centered Support (KCS) Principles. The author of several books on the service desk industry, she has also developed several highly successful seminars, including “Achieving Customer Service Excellence for Service Desk Professionals” and “ITIL at the Service Desk.”

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  • ISBN-10: 1285680855
  • ISBN-13: 9781285680859
  • RETAIL $77.95
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Students: Buy now