Knapp, Donna <br/><br/>
A guide to service desk concepts / 
Donna Knapp 
 - 4th ed. 
 - Mason, Ohio :  Course Technology Cengage Learning,  2014 
 - xvii, 382 p. :  ill. ;  23 cm. 
<br/><br/> Includes index 
<br/><br/><label>ISBN: </label>9781285063454 (pbk.) 1285063457 (pbk.) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Computer technical support<br/>Computer service industry--Vocational guidance<br/>Computer service industry--Customer services