Donna Knapp

A Guide to Help Desk Concepts

Donna Knapp, D. Knapp, 1998 .

Stretch, substitute, rotate. Be innovative in giving patients access to your services.

Donna Knapp, 2007, MGMA connexion.

A Guide to Service Desk Concepts: Service Desk and the IT Infrastructure Library

Donna Knapp, 2009 .

The ITSM Process Design Guide: Developing, Reengineering, and Improving IT Service Management

Donna Knapp, 2010 .