A Guide to Service Desk Concepts, Third Edition, discusses the different types of service desks that exist, how they are measured by the organizations they support, the varying roles and skills required within a typical service desk, and the processes and technologies commonly used to ensure the service desk is operating efficiently and effectively. In this edition, the author also includes references to ITIL V3 best practices, leading quality and IT service management frameworks and standards, up-to-date research, trends, case studies and resources, and the latest information regarding the role of outsourcing and certification in the service desk.

《服务台概念指南》（第三版）讨论了现有的不同类型的服务台，它们是如何由它们所支持的组织来衡量的，典型服务台所需的不同角色和技能，以及通常用于确保服务台高效运行的流程和技术。在本版中，作者还参考了ITIL V3最佳实践、领先的质量和IT服务管理框架和标准、最新研究、趋势、案例研究和资源，以及有关服务台外包和认证角色的最新信息。