A Guide To Service Desk Concepts

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A Guide to Service Desk Concepts

Author : Donna Knapp
Publisher : Cengage Learning
ISBN 13 : 9781285063454
Total Pages : 0 pages
Book Rating : 4.0/5 (634 download)

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Book Synopsis A Guide to Service Desk Concepts by : Donna Knapp

Download or read book A Guide to Service Desk Concepts written by Donna Knapp and published by Cengage Learning. This book was released on 2013-02-21 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Translate technical expertise into an effective career in computer user support with the help of Knapp's A GUIDE TO SERVICE DESK CONCEPTS, 4E. This trusted, contemporary guide introduces the latest developments, research, resources and trends as they happen in computer user support. Readers explore the various types of service desks and gain a solid understanding of the diverse roles and skills required. This edition also reviews the processes and technologies that ensure the service desk is operating efficiently and examines how today's leading organizations measure service desk success. The author references the very latest ITIL 2011 best practices, leading quality and IT service management frameworks and standards to ensure this edition presents the most recent information regarding the role of outsourcing and certification in the service desk. New case studies and case projects provide on-the-job practice, while updated chapters highlight the evolving role of the service desk to relationship managers and how technology trends, such as cloud computing, virtualization, mobile technology and consumerization, are impacting the service desk. New material also examines the current emphasis on self-help and the effects of self-healing capabilities within newer generation technologies. A GUIDE TO SERVICE DESK CONCEPTS, 4E provides the overview needed for success in computer user support today. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

A Guide to Help Desk Concepts

Author : Donna Knapp
Publisher :
ISBN 13 :
Total Pages : 276 pages
Book Rating : 4.0/5 ( download)

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Book Synopsis A Guide to Help Desk Concepts by : Donna Knapp

Download or read book A Guide to Help Desk Concepts written by Donna Knapp and published by . This book was released on 1999 with total page 276 pages. Available in PDF, EPUB and Kindle. Book excerpt: Designed specifically for a first course in any help desk or user support curriculum, this book introduces readers to the service concepts, skill sets, career paths, and operations of the help desk industry. This is one of the first books to present help desk concepts from an educational perspective and provide an overview of the help desk for individuals interested in pursuing a career in customer support. The author is a leading help desk consultant, trainer, and former help desk support engineer and service manager. The author's expertise provides strong real-world computer support examples, case studies, and exercises throughout the book.

A Guide to Customer Service Skills for the Service Desk Professional

Author : Donna Knapp
Publisher : Cengage Learning
ISBN 13 : 9780538748537
Total Pages : 400 pages
Book Rating : 4.7/5 (485 download)

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Book Synopsis A Guide to Customer Service Skills for the Service Desk Professional by : Donna Knapp

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 2012-07-19 with total page 400 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Third Edition of A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL explores the changing role of the service desk professional. Each chapter expands upon a particular skill required to provide effective customer support and provides proven techniques for implementing the concepts. Research, references, and resources have been updated in each chapter, and ITIL vocabulary and concepts are reflected throughout the text. New information is also incorporated, such as a discussion of general trends currently affecting the information technology industry and technology trends affecting the service desk. The text focuses on providing individuals with practical instruction on the unique skill set needed to execute the expanding mission of the service desk. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

The Service Desk Handbook - A Guide to Service Desk Implementation, Management and Support

Author : Sanjay Nair
Publisher :
ISBN 13 : 9781787782389
Total Pages : pages
Book Rating : 4.7/5 (823 download)

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Book Synopsis The Service Desk Handbook - A Guide to Service Desk Implementation, Management and Support by : Sanjay Nair

Download or read book The Service Desk Handbook - A Guide to Service Desk Implementation, Management and Support written by Sanjay Nair and published by . This book was released on 2020 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: The Service Desk Handbook - A guide to service desk implementation, management and support provides operational guidance for implementing, managing and supporting service desks in the enterprise. It will help service desk teams in adopting ITIL® to accomplish their tasks while making the necessary adaptations as per their organisation's needs.

The ITSM Process Design Guide

Author : Donna Knapp
Publisher : J. Ross Publishing
ISBN 13 : 1604270497
Total Pages : 257 pages
Book Rating : 4.6/5 (42 download)

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Book Synopsis The ITSM Process Design Guide by : Donna Knapp

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.

A Guide to Customer Service Skills for the Service Desk Professional

Author : Donna Knapp
Publisher : Cengage Learning
ISBN 13 : 9781285063584
Total Pages : 544 pages
Book Rating : 4.0/5 (635 download)

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Book Synopsis A Guide to Customer Service Skills for the Service Desk Professional by : Donna Knapp

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.

A Guide to Customer Service Skills for the Help Desk Professional

Author : Donna Knapp
Publisher : Course Technology
ISBN 13 :
Total Pages : 408 pages
Book Rating : 4.0/5 ( download)

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Book Synopsis A Guide to Customer Service Skills for the Help Desk Professional by : Donna Knapp

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.

How to Manage the IT Helpdesk

Author : Noel Bruton
Publisher : Routledge
ISBN 13 : 0750649011
Total Pages : 374 pages
Book Rating : 4.7/5 (56 download)

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Book Synopsis How to Manage the IT Helpdesk by : Noel Bruton

Download or read book How to Manage the IT Helpdesk written by Noel Bruton and published by Routledge. This book was released on 2002 with total page 374 pages. Available in PDF, EPUB and Kindle. Book excerpt: The result of over 15 years of practical experience, this volume offers tools for measuring IT help desk productivity and features ten steps for successful support, demonstrating successes and failures through real life case studies.

Computer Security Handbook, Set

Author : Seymour Bosworth
Publisher : John Wiley & Sons
ISBN 13 : 1118851749
Total Pages : 2353 pages
Book Rating : 4.1/5 (188 download)

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Book Synopsis Computer Security Handbook, Set by : Seymour Bosworth

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.

IT Manager's Handbook

Author : Bill Holtsnider
Publisher : Elsevier
ISBN 13 : 9780080465746
Total Pages : 632 pages
Book Rating : 4.4/5 (657 download)

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Book Synopsis IT Manager's Handbook by : Bill Holtsnider

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 632 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.

Executive MBA in IT - City of London College of Economics - 12 months - 100% online / self-paced

Author : City of London College of Economics
Publisher : City of London College of Economics
ISBN 13 :
Total Pages : 6786 pages
Book Rating : 4./5 ( download)

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Book Synopsis Executive MBA in IT - City of London College of Economics - 12 months - 100% online / self-paced by : City of London College of Economics

Download or read book Executive MBA in IT - City of London College of Economics - 12 months - 100% online / self-paced written by City of London College of Economics and published by City of London College of Economics. This book was released on with total page 6786 pages. Available in PDF, EPUB and Kindle. Book excerpt: Overview An MBA in information technology (or a Master of Business Administration in Information Technology) is a degree that will prepare you to be a leader in the IT industry. Content - Managing Projects and IT - Information Systems and Information Technology - IT Manager's Handbook - Business Process Management - Human Resource Management - Principles of Marketing - The Leadership - Just What Does an IT Manager Do? - The Strategic Value of the IT Department - Developing an IT Strategy - Starting Your New Job - The First 100 Days etc. - Managing Operations - Cut-Over into Operations - Agile-Scrum Project Management - IT Portfolio Management - The IT Organization etc. - Introduction to Project Management - The Project Management and Information Technology Context - The Project Management Process Groups: A Case Study - Project Integration Management - Project Scope Management - Project Time Management - Project Cost Management - Project Quality Management - Project Human Resource Management - Project Communications Management - Project Risk Management - Project Procurement Management - Project Stakeholder Management - 50 Models for Strategic Thinking - English Vocabulary For Computers and Information Technology Duration 12 months Assessment The assessment will take place on the basis of one assignment at the end of the course. Tell us when you feel ready to take the exam and we’ll send you the assignment questions. Study material The study material will be provided in separate files by email / download link.

A Guide to Computer User Support for Help Desk and Support Specialists

Author : Fred Beisse
Publisher : Cengage Learning
ISBN 13 : 9780495806493
Total Pages : 592 pages
Book Rating : 4.8/5 (64 download)

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Book Synopsis A Guide to Computer User Support for Help Desk and Support Specialists by : Fred Beisse

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.

IAIC Transactions on Sustainable Digital Innovation (ITSDI) The 1st Edition Vol. 1 No. 1 October 2019

Author : IAIC Transactions on Sustainable Digital Innovation (ITSDI)
Publisher : IAIC BANGUN BANGSA
ISBN 13 :
Total Pages : pages
Book Rating : 4./5 ( download)

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Book Synopsis IAIC Transactions on Sustainable Digital Innovation (ITSDI) The 1st Edition Vol. 1 No. 1 October 2019 by : IAIC Transactions on Sustainable Digital Innovation (ITSDI)

Download or read book IAIC Transactions on Sustainable Digital Innovation (ITSDI) The 1st Edition Vol. 1 No. 1 October 2019 written by IAIC Transactions on Sustainable Digital Innovation (ITSDI) and published by IAIC BANGUN BANGSA . This book was released on 2021-05-31 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: ITSDI (IAIC Transactions on Sustainable Digital Innovation) is a scientific journal organized by Pandawan & Aptikom Publisher and supported by IAIC (Indonesian Association on Informatics and Computing). ITSDI is published twice a year, every April and October

Cloud Computing

Author : Thomas Erl
Publisher : Pearson Education
ISBN 13 : 0133387526
Total Pages : 533 pages
Book Rating : 4.1/5 (333 download)

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Book Synopsis Cloud Computing by : Thomas Erl

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.

A Practical Guide to Service Management

Author : Keith D. Sutherland
Publisher : Packt Publishing Ltd
ISBN 13 : 1804614246
Total Pages : 350 pages
Book Rating : 4.8/5 (46 download)

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Book Synopsis A Practical Guide to Service Management by : Keith D. Sutherland

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.

Computational Science – ICCS 2024

Author : Leonardo Franco
Publisher : Springer Nature
ISBN 13 : 3031637755
Total Pages : 457 pages
Book Rating : 4.0/5 (316 download)

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Book Synopsis Computational Science – ICCS 2024 by : Leonardo Franco

Download or read book Computational Science – ICCS 2024 written by Leonardo Franco and published by Springer Nature. This book was released on with total page 457 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Enterprise Interoperability VII

Author : Kai Mertins
Publisher : Springer
ISBN 13 : 3319309579
Total Pages : 344 pages
Book Rating : 4.3/5 (193 download)

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Book Synopsis Enterprise Interoperability VII by : Kai Mertins

Download or read book Enterprise Interoperability VII written by Kai Mertins and published by Springer. This book was released on 2016-10-18 with total page 344 pages. Available in PDF, EPUB and Kindle. Book excerpt: A concise reference to the state of the art in systems interoperability, Enterprise Interoperability VII will be of great value to engineers and computer scientists working in manufacturing and other process industries and to software engineers and electronic and manufacturing engineers working in the academic environment. Furthermore, it shows how knowledge of the meaning within information and the use to which it will be put have to be held in common between enterprises for consistent and efficient inter-enterprise networks. Over 30 papers, ranging from academic research through case studies to industrial and administrative experience of interoperability show how, in a scenario of globalised markets, where the capacity to cooperate with other organizations efficiently is essential in order to remain economically, socially and environmentally cost-effective, the most innovative digitized and networked enterprises ensure that their systems and applications are able to interoperate across heterogeneous collaborative networks of independent organizations. This goal of interoperability is essential, not only from the perspective of the individual enterprise but also in the business structures that are now emerging, such as complex collaborating networks of suppliers and customers, virtual enterprises, interconnected organisations or extended enterprises, as well as in mergers and acquisitions. Establishing efficient and relevant collaborative situations requires the management of interoperability from a dynamic point of view: a relevant and efficient collaboration of organizations may require adaptation to remain in line with changing objectives, evolving resources, unexpected events, etc. Many of the papers contained in this, the eighth volume of Proceedings of the I-ESA Conferences have examples and illustrations calculated to deepen understanding and generate new ideas. The I-ESA’16 Conference from which this book is drawn was organized by the Escola de Engenharia da Universidade do Minho, on behalf of the European Virtual Laboratory for Enterprise Interoperability (INTEROP-VLab) and Interop VLab Portuguese Pole.