Credo Reference helps you start your research in technology and engineering with guides to specialized terminology, overviews of contemporary and historical technology, and profiles of key innovators.
The IT Support Handbook by 
The Service Desk Handbook - a Guide to Service Desk Implementation, Management and Support by
An IT service desk is the first point of contact between users and an IT organisation. A service desk is a one-stop destination for enquiries, requests and reporting issues, ensuring continuing use of IT services without disruption. They have become intrinsic in modern organisations. A service desk makes prioritising and responding to customer enquiries much more efficient, saving time and money. More and more organisations are understanding that customer satisfaction is key to developing their business. The Service Desk Handbook - A guide to service desk implementation, management and support provides operational guidance for implementing, managing and supporting service desks in the enterprise. It will help service desk teams in adopting ITIL® to accomplish their tasks while making the necessary adaptations as per their organisation's needs. Suitable for service desk agents, supervisors and managers, as well as project managers and senior management looking to revise processes, this book will help readers get a service desk unit off the ground and act as a key reference guide once the service desk has been implemented.
The Universal Service Desk (USD) by
A universal service desk (USD) is the central point of contact between a service provider and users for everyday activities, and within an organisation for all requests for and enquiries about the services provided to customers, both internal and external.
CCST Cisco Certified Support Technician Study Guide by
The ideal prep guide for earning your CCST Networking certification CCST Cisco Certified Support Technician Study Guide: Networking Exam is the perfect way to study for your certification as you prepare to start or upskill your IT career. Written by industry expert and Cisco networking guru Todd Lammle, this Sybex Study Guide uses the trusted Sybex approach, providing 100% coverage of CCST Networking exam objectives. You'll find detailed information and examples for must-know Cisco networking topics, as well as practical insights drawn from real-world scenarios. This Study Guide provides authoritative coverage of key exam topics, including standards and concepts, addressing and subnet formats, endpoints and media types, infrastructure, diagnosing problems, and security.
