1.1 1 SD - TOQ - ANSWERS - GENERAL OVERVIEW.pdf
1. Service Desk General Overview
2.1 2 SD - TOQ - ANSWERS - Practice Success Factors.pdf
2. SD - Practice Success Factor
3. SD - Value Stream and Processes - Part 1
4. SD - VS&P - User Query Handling - Part 2
5. SD - VS&P - Communicating To Users - Part 3
6. SD - VS&P - Service Desk Optimization - Part 4
7. SD - VS&P - Practical Example - Part 5
8. SD - Value Stream and Processes - Part 6
9.1 9 SD - TOQ - ANSWERS - ORGANIZATIONS AND PEOPLE PART 1.pdf
9. SD - Organizations and People - Part 1
10. SD - Organizations and People - Part 2
11. SD - Information and technology
12.1 11 SD - TOQ - ANSWERS - PARTNERS AND SUPPLIERS.pdf
12. SD - Partners and Suppliers
13.1 12 SD - TOQ - ANSWERS - CAPABILITY ASSESSMENT AND DEVELOPMENT.pdf
13. SD - Capability Assessment and Development
14.1 13 SD - TOQ - ANSWERS - RECOMMENDATIONS FOR SERVICE DESK PRACTICE SUCCESS.pdf
14. SD - Recommendations for practice success
