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

 - 3rd ed 
 - Boston:  Cengage Learning, Course Technology,  2010 
 - xix, 396 p. : ill. ; 24 cm 
<br/><br/><label>ISBN: </label>9780324785067 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Computer industry-Customer services-Management
<br/><br/><label>Dewey Class. No.: </label>004.0688 KNA