Download or read book A Guide to Help Desk Concepts International Edition written by Donna Knapp and published by . This book was released on 2009-04-23 with total page 368 pages. Available in PDF, EPUB and Kindle. Book excerpt: A Guide to Service Desk Concepts: Service Desk and the IT Infrastructure Library, 3e, International Edition discusses the different types of help desks that exist, how they are measured by the organizations they support, the varying roles and skills required within a typical help desk, and the processes and technologies commonly employed to ensure the help desk is operating efficiently and effectively. In the third edition, the author also incorporates the use of ITIL standards, which are becoming increasingly widespread in the help desk field.
Download or read book A Guide to Help Desk Concepts written by Donna Knapp and published by . This book was released on 2003 with total page 376 pages. Available in PDF, EPUB and Kindle. Book excerpt: The second edition of Donna Knapp's highly successful first edition introduces service concepts, skill sets, career paths, and operations of the help desk industry. The author's expertise provides strong real-world computer support examples and case studies.
Download or read book A Guide to Customer Service Skills for the Service Desk Professional written by Donna Knapp and published by Cengage Learning. This book was released on 2014-05-12 with total page 544 pages. Available in PDF, EPUB and Kindle. Book excerpt: A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL, the definitive service desk text now available in a fully revised fourth edition, teaches technical professionals the skills and work habits needed to successfully interact with customers and achieve job satisfaction. Each chapter describes a specific business skill, soft skill, or self-management skill required to deliver effective technical customer support while providing proven, how-to techniques for mastering that skill. Research and references have been updated in each chapter, and the latest ITIL vocabulary and concepts are reflected throughout the text. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.
Download or read book The ITSM Process Design Guide written by Donna Knapp and published by J. Ross Publishing. This book was released on 2010-08-15 with total page 257 pages. Available in PDF, EPUB and Kindle. Book excerpt: The ITSM Process Design Guide: Developing, Rengineering and Improving IT Service Management closes the knowledge gap by providing detailed guidance on assessing, designing, measuring, and integrating ITSM processes. The advice and techniques in this book apply unilaterally to every IT service provider and ITSM framework, standard, and maturity model.
Download or read book A Practical Guide to Service Management written by Keith D. Sutherland and published by Packt Publishing Ltd. This book was released on 2023-10-13 with total page 350 pages. Available in PDF, EPUB and Kindle. Book excerpt: Develop and improve the service management capabilities of your organization or business with this comprehensive handbook Key Features A complete, pragmatic guide on service management from industry experts Learn industry best practices and proven strategies to establish and improve a service management capability Get hands on with implementing and maintaining a service management capability Purchase of the print or Kindle book includes a free PDF eBook Book DescriptionMany organizations struggle to find practical guidance that can help them to not only understand but also apply service management best practices. Packed with expert guidance and comprehensive coverage of the essential frameworks, methods, and techniques, this book will enable you to elevate your organization’s service management capability. You’ll start by exploring the fundamentals of service management and the role of a service provider. As you progress, you’ll get to grips with the different service management frameworks used by IT and enterprises. You'll use system thinking and design thinking approaches to learn to design, implement, and optimize services catering to diverse customer needs. This book will familiarize you with the essential process capabilities required for an efficient service management practice, followed by the elements key to its practical implementation, customized to the organization’s business needs in a sustainable and repeatable manner. You’ll also discover the critical success factors that will enhance your organization’s ability to successfully implement and sustain a service management practice. By the end of this handy guide, you’ll have a solid grasp of service management concepts, making this a valuable resource for on-the-job reference.What you will learn Discover a holistic approach to managing services Get acquainted with the service management methods, frameworks, and best practices Understand the significance of a service management strategy Demonstrate your skills to deliver high-quality, timely services Find out how to become a respected business partner to your customers Recognize the role of governance, outcomes, and markets Grasp the concept of value capture and maintaining value over time Explore common processes that lay the foundation for effective service management Who this book is forThis book is for anyone interested in gaining a general understanding of the value of enterprise/IT service management (ESM/ITSM), including but not limited to IT leadership, key business managers, business process analysts, business analysts, IT consultants, IT professionals, project managers, systems integrators, service desk managers, managed service providers, solution providers, and sales staff. Whether you’re new to service management or have prior experience, you’ll find valuable insights in this book.
Download or read book A Guide to Customer Service Skills for the Help Desk Professional written by Donna Knapp and published by Course Technology. This book was released on 2004-11 with total page 408 pages. Available in PDF, EPUB and Kindle. Book excerpt: This detailed look at the "soft" skills needed to succeed as help desk professional will provide students with proven customer support techniques for the workplace.
Download or read book Help Desk Practitioner s Handbook written by Barbara Czegel and published by John Wiley & Sons. This book was released on 2015-05-21 with total page 414 pages. Available in PDF, EPUB and Kindle. Book excerpt: Your complete guide to surviving and thriving as a Help Desk practitioner Help Desk Practitioner's Handbook The only book to address the unique concerns of the huge and growing number of Help Desk analysts, this is your complete guide to becoming a more effective communicator and problem-solver and deriving greater satisfaction from your job. Barbara Czegel, North America's most well-known expert on Help Desk support services and training, uses dozens of fascinating scenarios and real-world examples to illustrate the right (and wrong) ways to handle virtually every situation you can encounter. She arms you with an arsenal of proven tools of the trade, including: * Eleven effective listening habits that improve your ability to solve problems * Techniques for increasing the speed and accuracy of problem resolution * Early warning systems and layered strategies for problem control * Tools for reducing calls and eliminating problems before they occur * A simple, step-by-step process for doing cost justifications * Methods for turning Help Desk interactions into marketing opportunities Visit our Web site at www.wiley.com/compbooks/
Download or read book Computer Security Handbook Set written by Seymour Bosworth and published by John Wiley & Sons. This book was released on 2014-03-24 with total page 2353 pages. Available in PDF, EPUB and Kindle. Book excerpt: Computer security touches every part of our daily lives from our computers and connected devices to the wireless signals around us. Breaches have real and immediate financial, privacy, and safety consequences. This handbook has compiled advice from top professionals working in the real world about how to minimize the possibility of computer security breaches in your systems. Written for professionals and college students, it provides comprehensive best guidance about how to minimize hacking, fraud, human error, the effects of natural disasters, and more. This essential and highly-regarded reference maintains timeless lessons and is fully revised and updated with current information on security issues for social networks, cloud computing, virtualization, and more.
Download or read book A Guide to Computer User Support for Help Desk and Support Specialists written by Fred Beisse and published by Cengage Learning. This book was released on 2009-09-16 with total page 592 pages. Available in PDF, EPUB and Kindle. Book excerpt: A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS, FOURTH EDITION focuses on key information and skills for user support professionals, including troubleshooting and problem solving, successful communication with clients, determining a client's specific needs, and training end users. For those considering entering the field, alternate career paths for user-support workers are described. This text continues many of the successful features of previous editions, including Tips, On The Web pointers, Check Your Understanding self-tests, discussion questions, hands-on activities, and case projects. With balanced coverage of both people skills and technical skills, this book is an excellent resource for those in or preparing for the technical-support field. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.
Download or read book IT Manager s Handbook written by Bill Holtsnider and published by Elsevier. This book was released on 2010-07-26 with total page 626 pages. Available in PDF, EPUB and Kindle. Book excerpt: IT Manager's Handbook, Second Edition, provides essential information to help students understand the responsibilities of today's IT Management professionals: not only planning network security and implementing disaster recovery plans, but also such vital tasks as creating budgets, administering compliance, and managing staff. In particular, the book discusses business practices that are most critical to effective IT operations: recruiting, budgeting, resource planning, managing personnel, and working with vendor. This updated version includes expanded coverage on such critical IT management topics as security, disaster recovery, storage, government/regulatory compliance, and project management. Information is organized modularly so that instructors and students can delve directly into only the topics needed. Each chapter contains additional resources sections for books, articles, and websites relevant to that topic. It contains new material on key technology topics such as open source, outsourcing, offshoring, and handhelds, plus updated coverage of e-commerce, remote access, intranets, and LAN/WAN management. A completely updated and expanded second edition that provides practical, easily accessible management advice written specifically for new IT managers: · Brings you up to speed on those business practices most critical to effective IT operations: recruiting, budgeting, resource planning, managing personnel, and working with vendors. · Includes expanded coverage on such critical IT management topics as security, disaster recovery, storage, government/regulatory compliance, and project management.· Organizes information modularly so you can delve directly into only the topics that you need. · Provides a unique management perspective on those specific technical issues with the most significant business ramifications.· Includes new material on key technology topics such as open source, wireless, handhelds, outsourcing, offshoring, and operations, as well as updated coverage of e-commerce, remote access, intranets, and LAN/WAN management.
Download or read book A Guide to Help Desk Technology Tools Techniques written by Dione McBride and published by Cengage Learning. This book was released on 2000 with total page 386 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book focuses on the technology, tools and techniques involved in running an effective help desk. A Guide to Help Desk Technology, Tools & Technology takes a look at the many software options available for tracking and managing the massive influx of data that come into a help desk daily.This title also details the types of tools specific to staff, management and customers alike.
Download or read book ITIL 4 A Pocket Guide written by Jan van Bon and published by Van Haren. This book was released on 2019-04-30 with total page 141 pages. Available in PDF, EPUB and Kindle. Book excerpt: The ITIL pocket guides of Van Haren Publishing are since long recognized as the industry classic guide on the topic of ITIL, in many languages. Over the years this authoritative guide has earned its place on the bookshelves and in the briefcases of industry experts as they implement best practices within their organizations. This pocket guide will provide readers with an understanding of the ITIL 4 service management framework, by: • understanding the key concepts of service management • understanding how the seven ITIL guiding principles can help an organization adopt and adapt service management • understanding the four dimensions of service management • understanding the purpose and components of the ITIL service value system • understanding the six activities of the service value chain, and how they interconnect • knowing the purpose and key terms of 15 of the 34 ITIL practices • understanding seven of these 15 ITIL practices in detail All exam requirements for the ITIL 4 Foundation exam are covered in this pocket guide. It also provides support for everyone who has knowledge of previous ITIL editions and is looking for a bridge to the new edition. ITIL 4 took a big leap into the modern world of IT service management, covering the latest principles and practices in a customer-focused, service-centric way, enabling Agile principles for maximum support of any business.
Download or read book Service Desk Superhero A Step By Step Guide written by Mike Holandez and published by Thinqsys Incorporated. This book was released on 2019-03-10 with total page 174 pages. Available in PDF, EPUB and Kindle. Book excerpt: If you had to rebuild the IT helpdesk from the ground up, how would you do it? Service Desk Superhero is a comprehensive, step-by-step guide in transforming the service desk from mediocre to excellent! Be an I.T. superhero! Turn the service desk around, improve the business, and catapult your career! In this book you will learn: ✅ How to lay the foundation that will ensure optimal service desk success! ✅ How to harness the unique talents of the service desk staff and align their roles! ✅ How to build a solid service desk solution by choosing the right ticketing system! ✅ How to use automation techniques to put your service desk on cruise control! ✅ BONUS: How to deal with the most common service requests and incidents! ...and much more! Don't let your IT career fall into a downward spiral. BUY this book NOW! Readers are loving Service Desk Superhero: "I wish I had a book like this years ago! The Service Desk industry can really benefit from the research and advice from Service Desk Superhero. I'm certain that businesses will see tremendous improvements in the way IT incidents and requests are handled if they follow Mike's advice." -- J. M., IT Consultant and Business Systems Analyst, CGI "WOW is all I can say. I highly, highly recommend this book. There is no service desk reference like this out there....If you only had to buy one book about the service desk, this had better be it!" --- A.M., Business Consultant, TD Bank "This is an invaluable, must-have reference guide! It's an excellent compilation of best practices that Service Desks should refer to periodically." --- W. S., Cyber Security Consultant
Download or read book The Feminist Reference Desk written by Maria T. Accardi and published by . This book was released on 2017 with total page 396 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This edited collection considers how feminist strategies and philosophies might initiate, reshape, and critique approaches to library reference services"--
Download or read book IT Manager s Handbook The Business Edition written by Bill Holtsnider and published by Morgan Kaufmann. This book was released on 2009-11-09 with total page 391 pages. Available in PDF, EPUB and Kindle. Book excerpt: IT Manager's Handbook: The Business Edition is a MUST-HAVE guide for the advancing technology professional who is looking to move up into a supervisory role, and is ideal for newly-promoted IT managers who needs to quickly understand their positions. It uses IT–related examples to discuss business topics and recognizes the ever-changing and growing demands of IT in today's world as well as how these demands impact those who work in the field. Specific attention is paid to the latest issues, including the challenges of dealing with a mobile and virtual workforce, managing Gen-X/Yers, and running an IT organization in a troubled economy. Rich with external references and written in-easy-to-read sections, IT Manager's Handbook: The Business Edition is the definitive manual to managing an IT department in today's corporate environment. - Focuses on Web 2.0 ideas and how they impact and play into today's organizations, so you can keep up on social networking, YouTube, web conferencing, instant messaging, Twitter, RSS Feeds, and other collaboration tools - Provides strategies on how to get employees to focus in the 24/7 data word - Discusses key IT topics in 'layman's terms' for business personnel who need to understand IT topics
Download or read book Cloud Computing written by Thomas Erl and published by Pearson Education. This book was released on 2013 with total page 533 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book describes cloud computing as a service that is "highly scalable" and operates in "a resilient environment". The authors emphasize architectural layers and models - but also business and security factors.
Download or read book Computational Science ICCS 2024 written by Leonardo Franco and published by Springer Nature. This book was released on 2024 with total page 458 pages. Available in PDF, EPUB and Kindle. Book excerpt: Zusammenfassung: The 7-volume set LNCS 14832 - 14838 constitutes the proceedings of the 24th International Conference on Computational Science, ICCS 2024, which took place in Malaga, Spain, during July 2-4, 2024. The 155 full papers and 70 short papers included in these proceedings were carefully reviewed and selected from 430 submissions. They were organized in topical sections as follows: Part I: ICCS 2024 Main Track Full Papers; Part II: ICCS 2024 Main Track Full Papers; Part III: ICCS 2024 Main Track Short Papers; Advances in High-Performance Computational Earth Sciences: Numerical Methods, Frameworks and Applications; Artificial Intelligence and High-Performance Computing for Advanced Simulations; Part IV: Biomedical and Bioinformatics Challenges for Computer Science; Computational Health; Part V: Computational Optimization, Modelling, and Simulation; Generative AI and Large Language Models (LLMs) in Advancing Computational Medicine; Machine Learning and Data Assimilation for Dynamical Systems; Multiscale Modelling and Simulation; Part VI: Network Models and Analysis: From Foundations to Artificial Intelligence; Numerical Algorithms and Computer Arithmetic for Computational Science; Quantum Computing; Part VII: Simulations of Flow and Transport: Modeling, Algorithms and Computation; Smart Systems: Bringing Together Computer Vision, Sensor Networks, and Artificial Intelligence; Solving Problems with Uncertainties; Teaching Computational Science
