TY  - BOOK
AU  - Knapp,Donna
TI  - A guide to service desk concepts
SN  - 1285063457
PY  - 2014///
CY  - Boston, Mass.
PB  - Course Technology Cengage Learning
KW  - Computer industry
KW  - Customer services
KW  - Management
KW  - Computer service industry
KW  - Computer technical support
KW  - Management information systems
ER  -