Knapp, Donna <br/><br/>
A guide to service desk concepts 
Donna Knapp 
 - 3rd ed 
 - Boston  Cengage Learning, Course Technology  ©2010 
 - xix, 396 p. : ill. ; 24 cm 
<br/><br/> Includes index 
<br/><br/><label>ISBN: </label>9780324785067 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Computer industry-Customer services-Management<br/>Computer service industry<br/>Computer technical support<br/>Management information systems
<br/><br/><label>Dewey Class. No.: </label>004.0688 KNA