Title: Read it
Course: Personal Computer Help Desk (25366) > Section: Competency Modules

Required Readings:

- Read pages 231  to 283
- Review the Chapter 6 PowerPoint pdf provided by your instructor
- Study Chapter 6 Key Terms provided by your instructor

Optional Resources:

- Software vendor article on automating the incident management process:  http://www.zazachat.com/kb/live_chat_software/articles/live_chat/help_desk_software_workflow.aspx
- General information on job stress: http://www.stress.org/job.htm
- A resource for help desk software: http://www.helpdesk.com