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The Complete Guide To Preparing And Implementing Service Level Agreements
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Book Synopsis The Complete Guide to Preparing and Implementing Service Level Agreements by : Sheila Pantry
Download or read book The Complete Guide to Preparing and Implementing Service Level Agreements written by Sheila Pantry and published by Library Association Publishing (UK). This book was released on 1997 with total page 140 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service Level Agreements are being used increasingly in the ILS sector as a means of ensuring quality of service and value for money. This volume offers librarians and information managers practical, step-by-step guidance to constructing and implementing an SLA.
Book Synopsis The Complete Guide to IT Service Level Agreements by : Andrew Hiles
Download or read book The Complete Guide to IT Service Level Agreements written by Andrew Hiles and published by Rothstein Associates Inc. This book was released on 2002 with total page 296 pages. Available in PDF, EPUB and Kindle. Book excerpt: Covering all aspects of Information Technology Service Level Agreements (SLA's), this essential manual is a step-by-step guide to designing, negotiating and implementing SLA's into your organization. It reviews the disadvantages and advantages, gives clear guidance on what types are appropriate, how to set up SLA's and to control them. An invaluable aid to IT managers, data center managers, computer services, systems and operations managers. This unique, comprehensive guide is a major update of Andrew Hiles' landmark 1991 guide to Service Level Agreements and 2000 Second Edition.
Book Synopsis The Complete Guide to IT Service Level Agreements by : Andrew Hiles, Hon FBCI, EIoSCM
Download or read book The Complete Guide to IT Service Level Agreements written by Andrew Hiles, Hon FBCI, EIoSCM and published by Rothstein Publishing. This book was released on 2016-06-01 with total page 294 pages. Available in PDF, EPUB and Kindle. Book excerpt: Most suppliers lose around 16% of their customers each year. The reason? Poor service — whether perceived or real. Any technology-based support service, whether in-house, contracted or outsourced, stands to be accused of being insensitive to the requirements of its customers (or users). Equally, customers of a support service may have unrealistic expectations of what can be reasonably provided. Service Level Agreements (SLAs) can overcome these gulfs. A Service Level Agreement can create harmony between parties and can prevent disputes between customers and suppliers. It can justify investment and identify the "right" quality of service. It can mean the difference between business success and failure. SLAs are potentially a strategic tool to align all support services (particularly IT) directly to business mission achievement. In the past, few organizations used them in this way. Armed with this book and the companion SLA FRAMEWORK, more and more businesses are now succeeding. Where are SLAs going? Increasingly business-focused. Increasingly measured in real-time. Simple documents that cover complex service infrastructures. Providing a competitive edge. Embracing penalties. The brave, who commit to tight SLAs and perform against them will win the commercial spoils. This book provides the knowledge and tools based on fifteen years of intensive development to ensure your enterprise is among the winners.
Book Synopsis The Complete Guide for CISA Examination Preparation by : Richard E. Cascarino
Download or read book The Complete Guide for CISA Examination Preparation written by Richard E. Cascarino and published by CRC Press. This book was released on 2020-10-05 with total page 156 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Complete Guide for CISA Examination Preparation delivers complete coverage of every topic on the latest release of the Certified Information Systems Auditor (CISA) exam. The author is an IT security and auditing expert and the book covers all five exam domains. This effective self-study system features chapter learning objectives, in-depth explanations of each topic, and accurate practice questions. Each chapter includes exam tips that highlight key exam information, hands-on exercises, a summary that serves as a quick review, and end-of-chapter questions that simulate those on the actual exam. Designed to help candidates pass the CISA exam easily, it also serves as an ideal on-the-job reference. Richard E. Cascarino, MBA, CIA, CISM, CFE, CRMA, is well known in international auditing. Richard is a principal of Richard Cascarino & Associates. He has over 31 years’ experience in audit training and consulting. He is a regular speaker at national and international conferences and has presented courses throughout Africa, Europe, the Middle East and the USA. Richard is a Past President of the Institute of Internal Auditors in South Africa, was the founding Regional Director of the Southern African Region of the IIA-Inc. and is a member of ISACA, and the Association of Certified Fraud Examiners, where he is a member of the Board of Regents for Higher Education. Richard was Chairman of the Audit Committee of Gauteng cluster 2 (Premier's office, Shared Services and Health) in Johannesburg and is currently the Chairman of the Audit and Risk Committee of the Department of Public Enterprises in South Africa. Richard is also a visiting Lecturer at the University of the Witwatersrand, author of the book Internal Auditing: An Integrated Approach, now in its third edition. This book is extensively used as a university textbook worldwide. In addition, he is the author of the Auditor's Guide to IT Auditing, Second Edition and the book Corporate Fraud and Internal Control: A Framework for Prevention. He is also a contributor to all four editions of QFINANCE, the Ultimate Resource.
Book Synopsis How to Give Your Users the LIS Services They Want by : Sheila Pantry
Download or read book How to Give Your Users the LIS Services They Want written by Sheila Pantry and published by Facet Publishing. This book was released on 2009 with total page 209 pages. Available in PDF, EPUB and Kindle. Book excerpt: In these turbulent times, with the challenges of a constantly changing job market, shifting information-seeking behaviour and a vast array of new resources continually being produced, library and information services need to constantly keep one step, or more, ahead of their users. The benefits of analysing user behaviour are self-evident: better strategic planning, cost benefits and better use of budgets, better marketing, satisfied customers, satisfied management, and a library or information unit that is central to the needs of your parent organization. However, paradoxically, user needs and levels of expectation, including those of remote users, are often not fully explored. This accessible text goes back to the basics and investigates the following key issues: Why this book? Defining your users Understanding users: the what, why, where, when, how and who What is the current knowledge of user behaviour and needs: is it really predictable? Great expectations: how LIS professionals can manage and train users Using information about past user behaviour Making the most of knowing your users Keeping track of changes in what users want Tracking the future: electronic and social networking Future perfect? Readership: This book will help any library or information professional anywhere to take a fresh look at this important area and to tackle it in their organization, so as to ensure that their users will always obtain exactly what they want. Webmasters and knowledge managers will also find much to interest them.
Book Synopsis Strategic Management of Information Services by : Shiela Corrall
Download or read book Strategic Management of Information Services written by Shiela Corrall and published by Routledge. This book was released on 2003-09-02 with total page 397 pages. Available in PDF, EPUB and Kindle. Book excerpt: An in-depth analysis of strategic management concepts and techniques and how they can be usefully applied to the planning and delivery of information services. Offers practical guidance on the strategy process from appraisal and assessment through to implementation and improvement. Examines the environment in which planning takes place, and financial management issues.Annotated references to management and information service literature.Includes further reading and index. Sheila Corrall is the University Librarian at the University of Reading. She has worked as an information specialist, manager and consultant in public, and national academic libraries. At the British Library, her roles included policy and planning support to top management and responsibility for a portfolio of revenue-earning services in science, technology, patents and business information.
Book Synopsis Creating a Successful E-information Service by : Sheila Pantry
Download or read book Creating a Successful E-information Service written by Sheila Pantry and published by Scarecrow Press. This book was released on 2003 with total page 164 pages. Available in PDF, EPUB and Kindle. Book excerpt: To be successful, information managers constantly need to reassess the effectiveness of their information services, and to ascertain whether they are delivering the services their users actually need. Given that information services can now transcend the restrictions of a particular physical location or specific opening hours, it is more essential than ever to take advantage of the opportunities afforded by new technologies. Through the use of case studies, this resource shows how to revamp an existing service, as well as how to create one from scratch. Key issues covered include: . Introducing the concept of the e-information service . What kind of an information service do you want to provide? . Where are the customers? . What kind of information do your customers need and in what formats? . Who needs to be involved in your plans? . Budgeting for your e-information service . Keeping in touch with your customers . Keeping one step ahead of your competitors. Also includes an illustrated glossary of sample electronic services and a list of further information sources. Regardless of the type or size of your organization, this reference will help broaden your horizons, as well as those of your users."
Book Synopsis Managing Information Services by : Sue Roberts
Download or read book Managing Information Services written by Sue Roberts and published by Facet Publishing. This book was released on 2004 with total page 257 pages. Available in PDF, EPUB and Kindle. Book excerpt: This sophisticated primer draws together in an accessible form the principles of management as they need to be understood by library and information professionals. Written by a practising library manager and a management academic, the text introduces and applies the latest management concepts to library management practice. Since most libraries are part of a wider organization, their management practice will be influenced by that organizational setting, whether the setting be a university, a local authority or a business. Responding effectively within this organizational context is a key theme that runs through this text. Library management is concerned with managing collections, people, services, resources, information and finance, but managers also need to work beyond the confines of the library. They need to understand and influence their environment, to respond to the power and politics of a situation, to contribute to strategic direction in arenas related to knowledge management, learning and information, and to promote their own careers. The scene is set through the first two chapters, on management and organizations respectively. The first chapter covers the nature of management, management roles and competencies, and reviews the range and scope of library management. The second chapter focuses on the organizational context in which management is performed. The core of the book is a series of chapters in some of the key areas that constitute the management role: people, and their behaviour and management, marketing and user relationships, quality management, finances and resources, environment and context, and strategy and planning. Each chapter is well illustrated with relevant examples, checklists and models. Chapters conclude with a list of further reading, and a list of review topics, which can be used as the basis for revision for study purposes, or as a prompt to encourage reflection on the content of the book, for the professional reader. Key areas covered: management and managing organizations people in organizations human resource management marketing and user relationships quality management finance and resources environment and context strategy and planning. Readership: This book will be a key text for students of library and information management, designed to introduce them to the practice, experience and theoretical principles of library management. In particular it should prepare them for their first posts as library managers, and alert them to the challenges and rewards of management. Practising library managers will also benefit from revisiting some of the topics covered in the book.
Book Synopsis Setting Up a Library and Information Service from Scratch by : Sheila Pantry
Download or read book Setting Up a Library and Information Service from Scratch written by Sheila Pantry and published by Facet Publishing. This book was released on 2005 with total page 209 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is intended as a guide to help those who need to set up a library or information service in their organization, irrespective of subject background or type of organization. It will help both those who have qualifications but no experience in setting up such a centre and those who have had no training at all. The authors have had many years experience setting up information services in different subject backgrounds for a wide range of organizations both in the UK and in many countries. This book will hold your hand as you tackle the many steps to take as you create a successful information service - irrespective of size. Topics covered include: the reasons for establishing a library what information is needed, how quickly and in what quantities (information audit approach) meeting the information needs of special users premises and furniture equipment and Internet access technical requirements staffing managing budgets and finance managing people - staff and management networking and locating sources of information Readership: The book also has a full list of appendices of sample documents from newsletter and press releases to lists of basic reference books and periodicals.
Book Synopsis Your Essential Guide to Career Success by : Sheila Pantry
Download or read book Your Essential Guide to Career Success written by Sheila Pantry and published by Facet Publishing. This book was released on 2003 with total page 209 pages. Available in PDF, EPUB and Kindle. Book excerpt: How ambitious are you? Do you have a career plan? Are your skills up-to-date? Where do you want to be in three, five or ten years' time? This book is an essential read for any information professional eager to prosper in the library and information environment of the 21st century. It offers guidance on managing every stage of your career, whether you are a new entrant to the profession wishing to know how to get a foot on the ladder, an information professional in mid-career wishing to progress, or a candidate for a more senior position needing a view of the current state of the profession. Since publication of the first edition there have been a number of changes in employment law, and in the range of skills - online, linguistic, negotiating and consultancy, for example - required for an information professional to be able to deliver the information services of the future. Making full use of case studies, summaries, further readings and referrals to websites and other sources of practical help, this indispensable guide offers advice on: Challenges and changes in employment for LIS professionals Acquiring new types of skills Your master career plan Starting your career in information work Applying for a job Your successful interview Going for promotion Looking sidewards. Readership: This is an essential deskbook to explore if you are an information professional in any sector and at any level wishing to learn the skills and techniques to sell yourself with confidence to current and future employers.
Book Synopsis Performance Engineering by : Reiner Dumke
Download or read book Performance Engineering written by Reiner Dumke and published by Springer. This book was released on 2003-06-29 with total page 364 pages. Available in PDF, EPUB and Kindle. Book excerpt: Initially, computer systems performance analyses were carried out primarily because of limited resources. Due to ever increasing functional complexity of computational systems and user requirements, performance engineering continues to play a major role in software development. This book assesses the state of the art in performance engineering. Besides revised chapters drawn from two workshops on performance engineering held in 2000, additional chapters were solicited in order to provide complete coverage of all relevant aspects. The first part is devoted to the relation between software engineering and performance engineering; the second part focuses on the use of models, measures, and tools; finally, case studies with regard to concrete technologies are presented. Researchers, professional software engineers, and advanced students interested in performance analysis will find this book an indispensable source of information and reference.
Author :Great Britain. Office of Government Commerce Publisher :The Stationery Office ISBN 13 :0113310471 Total Pages :386 pages Book Rating :4.1/5 (133 download)
Book Synopsis Service design by : Great Britain. Office of Government Commerce
Download or read book Service design written by Great Britain. Office of Government Commerce and published by The Stationery Office. This book was released on 2007-05-30 with total page 386 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Service Design phase of the ITIL Service Lifecycle uses business requirements to create services and their supporting practices. This volume covers design principles for applications, infrastructure, processes and resources, as well as sourcing models. Service managers will also find guidance on the engineering of sound requirements, supplier management and design considerations for outsourcing.
Book Synopsis British Librarianship and Information Work 1991–2000 by : J.H. Bowman
Download or read book British Librarianship and Information Work 1991–2000 written by J.H. Bowman and published by Routledge. This book was released on 2017-07-28 with total page 685 pages. Available in PDF, EPUB and Kindle. Book excerpt: This important reference volume covers developments in almost every aspect of British library and information work during the ten-year period 1991-2000. Some forty contributors, all of whom are experts in their subject, provide a robust overview of their specialities along with extensive further references which act as a starting point for further research. The book provides a comprehensive record of what took place in library and information management during a decade of considerable change and challenges. It is an essential reference resource for librarians and information professionals.
Book Synopsis Fee-Based Services in Library and Information Centres by : Sylvia Webb
Download or read book Fee-Based Services in Library and Information Centres written by Sylvia Webb and published by Routledge. This book was released on 2017-10-03 with total page 92 pages. Available in PDF, EPUB and Kindle. Book excerpt: Previously titled Making a Charge for Library and Information Services, Fee Based Information Services provides an examination of charging for library and information services and the possible implications that this might bring to the profession. A number of extenisve case studies are given to illustrate precedents and points of best practice.
Download or read book Managing Information written by and published by . This book was released on 2004 with total page 614 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Business Perspective written by and published by The Stationery Office. This book was released on 2004 with total page 198 pages. Available in PDF, EPUB and Kindle. Book excerpt: Business organisations are increasingly dependent on the electronic delivery of services, irrespective of type or size of organisation, and require high quality information systems (IS) services which can adapt to business and user requirements as they evolve. This publication contains best practice information for IT practitioners on the development and delivery of quality IS services to maximise business objectives and benefits, building on the foundation of the other publications in the information technology infrastructure library (ITIL) series. Topics covered include: the value of information technology for business development; business management frameworks and IS alignment; understanding the business viewpoint; supplier relationship management; roles, responsibilities and interfaces; quality management; as well as giving a bibliography, list of acronyms, a glossary, and some sample/template documents.
Book Synopsis Managing Your Internet and Intranet Services by : Peter Griffiths
Download or read book Managing Your Internet and Intranet Services written by Peter Griffiths and published by Facet Publishing. This book was released on 2004 with total page 257 pages. Available in PDF, EPUB and Kindle. Book excerpt: Provides information on the management and design of Web sites and intranet services in libraries.
