Service Desk Best Practice Handbook: Building, Running and Managing Effective Support

Классное практическое руководство по построению процессов техподдержки

Service Desk Best Practice Handbook: Building, Running and Managing Effective Support

http://books.google.kz/books?id=VA7Mr6-bKm4C&pg=PA205&lpg=PA205&dq=Help+Desk,+Service+Desk+Best+Practice+Handbook:+Building,+Running+and+Managing+Effective+Support+-+Ready+to+use+supporting+documents+bringing+ITIL+Theory+into+Practice&source=bl&ots=pV1emalh4_&sig=WzO0zPW7WjpPGXCXvpx9E3Eucb0&hl=ru&sa=X&ei=XEh9UIy1M6nU4QTarICIBA#v=onepage&q=Help%20Desk%2C%20Service%20Desk%20Best%20Practice%20Handbook%3A%20Building%2C%20Running%20and%20Managing%20Effective%20Support%20-%20Ready%20to%20use%20supporting%20documents%20bringing%20ITIL%20Theory%20into%20Practice&f=false

Единственный минус на английском