A Guide to Help Desk Concepts (3rd ed., International student ed)

A Guide to Service Desk Concepts: Service Desk and the IT Infrastructure Library, 3e, International Edition discusses the different types of help desks that exist, how they are measured by the organizations they support, the varying roles and skills required within a typical help desk, and the processes and technologies commonly employed to ensure the help desk is operating efficiently and effectively.

In the third edition, the author also incorporates the use of ITIL standards, which are becoming increasingly widespread in the help desk field.