Knapp, Donna. <br/><br/>
A guide to service desk concepts / 
Donna Knapp. 
 - 4th ed. 
 - Boston, Mass. :  Course Technology Cengage Learning,  ©2014. 
 - xvii, 382 p. :  ill. ;  23 cm. 
<br/><br/><label>ISBN: </label>1285063457 9781285063454 
<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.