The Sla Manager And Service Level Management Job Description Handbook

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IT Manager's Handbook

Author : Bill Holtsnider
Publisher : Elsevier
ISBN 13 : 0123914051
Total Pages : 361 pages
Book Rating : 4.1/5 (239 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 2012-03-30 with total page 361 pages. Available in PDF, EPUB and Kindle. Book excerpt: IT Manager's Handbook, Third Edition, provides a practical reference that you will return to again and again in an ever-changing corporate environment where the demands on IT continue to increase. Make your first 100 days really count with the fundamental principles and core concepts critical to your success as a new IT Manager. This is a must-read for new IT managers and a great refresher for seasoned managers trying to maintain expertise in the rapidly changing IT world. This latest edition includes discussions on how to develop an overall IT strategy as well as demonstrate the value of IT to the company. It will teach you how to: manage your enterprise's new level of connectivity with a new chapter covering social media, handheld devices, and more; implement and optimize cloud services to provide a better experience for your mobile and virtual workforce at a lower cost to your bottom line; integrate mobile applications into your company's strategy; and manage the money, including topics such as department budgets and leasing versus buying. You will also learn how to work with your customers, whomever those might be for your IT shop; hire, train, and manage your team and their projects so that you come in on time and budget; and secure your systems to face some of today's most challenging security challenges. This book will appeal to new IT managers in all areas of specialty, including technical professionals who are transitioning into IT management. - Manage your enterprise's new level of connectivity with a NEW chapter covering social media, handheld devices, and more - Implement and optimize cloud services to provide a better experience for your mobile and virtual workforce at a lower cost to your bottom line - Integrate mobile applications into your company's strategy - Manage the money, including topics such as department budgets and leasing versus buying - Work with your "customers", whomever those might be for your IT shop - Hire, train, and manage your team and their projects so that you come in on time and budget - Secure your systems to face some of today's most challenging security challenges

ITIL Intermediate Certification Companion Study Guide

Author : Helen Morris
Publisher : John Wiley & Sons
ISBN 13 : 1119012252
Total Pages : 723 pages
Book Rating : 4.1/5 (19 download)

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Book Synopsis ITIL Intermediate Certification Companion Study Guide by : Helen Morris

Download or read book ITIL Intermediate Certification Companion Study Guide written by Helen Morris and published by John Wiley & Sons. This book was released on 2017-08-04 with total page 723 pages. Available in PDF, EPUB and Kindle. Book excerpt: The expert-led, full-coverage supporting guide for all four ITIL exams ITIL Intermediate Certification Companion Study Guide is your ultimate support system for the Intermediate ITIL Service Capability exams. Written by Service Management and ITIL framework experts, this book gives you everything you need to pass, including full coverage of all objectives for all four exams. Clear, concise explanations walk you through the process areas, concepts, and terms you need to know, and real-life examples show you how they are applied by professionals in the field every day. Although this guide is designed for exam preparation, it doesn't stop there — you also get expert insight on major topics in the field. The discussion includes operational support and analysis; planning, protection and optimization; release, control and validation; and service offerings and agreements that you'll need to know for the job. ITIL is the most widely-adopted IT Service Management qualification in the world, providing a practical, no-nonsense framework for identifying, planning, delivering, and supporting IT services to businesses. This book is your ideal companion for exam preparation, with comprehensive coverage and detailed information. Learn service strategy principles, organization, and implementation Master the central technologies used in IT Service Management Be aware of inherent challenges, risks, and critical success factors Internalize the material covered on all four ITIL exams The ITIL qualification is recognized around the globe, and is seen as the de facto certification for those seeking IT Service Management positions. Passing these exams requires thorough preparation and rigorous self-study, but the reward is a qualification that can follow you anywhere. ITIL Intermediate Certification Companion Study Guide for the ITIL Service Capability Exams leads you from Foundation to Master, giving you everything you need for exam success.

Facilities Management Handbook

Author : Frank Booty
Publisher : Routledge
ISBN 13 : 1136440070
Total Pages : 457 pages
Book Rating : 4.1/5 (364 download)

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Book Synopsis Facilities Management Handbook by : Frank Booty

Download or read book Facilities Management Handbook written by Frank Booty and published by Routledge. This book was released on 2009-04-09 with total page 457 pages. Available in PDF, EPUB and Kindle. Book excerpt: Now in this fourth edition, the Facilities Management Handbook has been fully updated from the acclaimed previous editions, continuing its status as an invaluable resource to those working in facilities management, whether just starting out or as seasoned campaigners and practitioners. Information is presented in a clear and logical way, offering easy-to-find advice and best practice information that’s essential in guaranteeing the safe, efficient and cost-effective running of any facilities function. Many sections have been completely revised, such as the chapters on complying with health and safety and property law. Other information on workplace facilities has been brought completely up to date in line with legal compliance and strategic policies to create a reliable and accurate overview of the role of today’s facilities manager. This up-to-date and revised handbook will be a key guide for the changing times that are ahead.

The IT Service Part 2 - The Handbook

Author : Pierre Bernard
Publisher : Van Haren
ISBN 13 : 9087538790
Total Pages : 412 pages
Book Rating : 4.0/5 (875 download)

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Book Synopsis The IT Service Part 2 - The Handbook by : Pierre Bernard

Download or read book The IT Service Part 2 - The Handbook written by Pierre Bernard and published by Van Haren. This book was released on 1970-01-01 with total page 412 pages. Available in PDF, EPUB and Kindle. Book excerpt: Since the early 2000s numerous external scenarios and drivers have added significant pressures upon the IT organisations. Among many, these include:Regulatory compliance: data privacy requirements and corporate scandals have focused a requirement for transparency with high impact on IT organisationsEconomic pressures: require IT organisations to more closely align with business imperatives.The outcome has been an explosion of standards and frameworks each designed to support the IT organisation as it demonstrates to the world that they are the rock of an organisation: strong, reliable, effective and efficient. Most of these standards and frameworks have great elements but no organisation can adopt them all and many were created without sufficient considerations for interoperability.The IT Service (in 2 parts) looks at the key and very simple goals of an IT organisation and clearly and succinctly presents to the reader the best rock solid elements in the Industry. It then shows how all the key elements can easily crystallise together with great templates and check-lists.In Part 1 (another book) the reader is presented with the simple objectives that the IT department really must address.In Part 2 (this book) the reader gains expert advice on how the components of IT Service are crystallised in a real environment. There s a delightfully simple set of steps:OVERVIEW OF THE SERVICE DESIGN PACKAGETHE SERVICE STRATEGYASPECTS Of SERVICE DESIGNOUTPUTS OF THE SERVICE DESIGN PHASEOUTPUTS OF THE SERVICE TRANSITION PHASEOUTPUTS OF THE SERVICE OPERATION PHASEWithin these the Author gives a very simple set of templates (or tells you where they are to be found), practical guidance and very simple checklists. It s up the reader how far you develop each stage: a lot depends on the nature of your business of course. The joy of this approach is that the reader knows that all basic components are identified -- and that more extensive resources are referred to if the reader wishes to extend.

The Complete Guide to IT Service Level Agreements

Author : Andrew Hiles
Publisher : Rothstein Associates Inc
ISBN 13 : 9781931332132
Total Pages : 296 pages
Book Rating : 4.3/5 (321 download)

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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.

Facilities Management in Holiday Parks Handbook | A practical guide

Author : Viorel Cirjaliu
Publisher : Viorel Cirjaliu
ISBN 13 :
Total Pages : 90 pages
Book Rating : 4./5 ( download)

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Book Synopsis Facilities Management in Holiday Parks Handbook | A practical guide by : Viorel Cirjaliu

Download or read book Facilities Management in Holiday Parks Handbook | A practical guide written by Viorel Cirjaliu and published by Viorel Cirjaliu. This book was released on 2020-06-08 with total page 90 pages. Available in PDF, EPUB and Kindle. Book excerpt: Ready to take off in your career journey? Gain facilities management in holiday parks knowledge and explore a world of remarkable career opportunities! Our exclusive facilities management in holiday parks handbook provides a different approach to traditional facilities management training courses. Explore the most important concepts of facilities management in holiday parks, including maintenance operations, grounds operations and siting caravans, operations center dispatch, teams structures, utility management and waste management, health and safety and budgets. Build the skills, knowledge and confidence to pursue a rewarding career in the industry, while expanding your knowledge and be ready for interviews in this challenging environment!

The Complete Guide to IT Service Level Agreements

Author : Andrew Hiles, Hon FBCI, EIoSCM
Publisher : Rothstein Publishing
ISBN 13 : 1931332991
Total Pages : 294 pages
Book Rating : 4.9/5 (313 download)

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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.

The Executive's Guide to Information Technology

Author : John Baschab
Publisher : John Wiley & Sons
ISBN 13 : 0471432873
Total Pages : 514 pages
Book Rating : 4.4/5 (714 download)

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Book Synopsis The Executive's Guide to Information Technology by : John Baschab

Download or read book The Executive's Guide to Information Technology written by John Baschab and published by John Wiley & Sons. This book was released on 2003-04-21 with total page 514 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Executive's Guide to Information Technology is a sophisticated and comprehensive guide to running a cost-effective, efficient, and business delivery-focused corporate Information Technology (IT) unit. Eschewing the theoretical for the practical, the book gives managers the guidance they need to handle any problem effectively. It provides specific policies, approaches, and tools for each critical IT management functionó from application management to vendor management. IT management experts John Baschab and Jon Piot provide the techniques IT managers and executives need to accurately assess their current operations. Further, they offer a step-by-step improvement plan designed to raise productivity and service levels while reducing costs significantly. The authors begin by examining the symptoms and causes of waste, inefficiency and underperformance in typical IT departments before offering in-depth analysis of each operational area of IT management. They present current and emergent best practices for transforming the department into a world-class service organization. Packed with prescriptive advice and hard-earned insight, this comprehensive resource is organized into stand-alone chapters that provide quick access to important information when managers need it. In addition, spreadsheets, documents, and checklists are designed to aid in planning and decision-making and can be easily accessed on the included CD-ROM. Designed to help IT managers and top executives get the most out of their departments, their budget and themselves, the book covers such topics as: managing the department, establishing leadership roles, assessing the organization, cost management, project demand management, operations management, infrastructure planning, vendor selection and management, technical standards setting, investment evaluation, and productivity and quality measurement programs. With The Executive's Guide to Information Technology, IT managers will understand the main sources of waste in their departments, identify major management issues, learn and implement critical steps toward improvement, and manage more effectively. The book will help managers improve their performance and stature within their organizations by providing the tips and tools to overcome typical areas of friction and miscommunication between IT departments and other business functions. Executives will understand how to work effectively with the CIO or IT director, as well as provide constructive management input to the IT function, achieving the best return on their IT assets.

ITIL Foundation Exam Study Guide

Author : Liz Gallacher
Publisher : John Wiley & Sons
ISBN 13 : 1119942756
Total Pages : 420 pages
Book Rating : 4.1/5 (199 download)

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Book Synopsis ITIL Foundation Exam Study Guide by : Liz Gallacher

Download or read book ITIL Foundation Exam Study Guide written by Liz Gallacher and published by John Wiley & Sons. This book was released on 2012-10-15 with total page 420 pages. Available in PDF, EPUB and Kindle. Book excerpt: Everything you need to prepare for the ITIL exam – Accredited to 2011 syllabus The ITIL (Information Technology Infrastructure Library) exam is the ultimate certification for IT service management. This essential resource is a complete guide to preparing for the ITIL Foundation exam and includes everything you need for success. Organized around the ITIL Foundation (2011) syllabus, the study guide addresses the ITIL Service Lifecycles, the ITIL processes, roles, and functions, and also thoroughly explains how the Service Lifecycle provides effective and efficient IT services. Offers an introduction to IT service management and ITIL V3 service strategy Highlights the topics of service design and development and the service management processes Reviews the building, testing, authorizing, documenting, and implementation of new and changed services into operation Addresses creating and maintaining value for customers through monitoring and improving services, processes, and technology Download valuable study tools including practice exams, flashcards, a glossary of key terms and more. If you prefer self-study over the more expensive training course, but you don't want to skimp on information or preparation, then this study guide is for you.

CRC Handbook of Modern Telecommunications

Author : Patricia A. Morreale
Publisher : CRC Press
ISBN 13 : 1420078089
Total Pages : 679 pages
Book Rating : 4.4/5 (2 download)

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Book Synopsis CRC Handbook of Modern Telecommunications by : Patricia A. Morreale

Download or read book CRC Handbook of Modern Telecommunications written by Patricia A. Morreale and published by CRC Press. This book was released on 2018-09-03 with total page 679 pages. Available in PDF, EPUB and Kindle. Book excerpt: Addressing the most dynamic areas of the ever-changing telecommunications landscape, the second edition of the bestselling CRC Handbook of Modern Telecommunications once again brings together the top minds and industry pioneers in wireless communication networks, protocols, and devices. In addition to new discussions of radio frequency identification (RFID) and wireless sensor networks, including cognitive radio networks, this important reference systematically addresses network management and administration, as well as network organization and governance, topics that have evolved since the development of the first edition. Extensively updated and expanded, this second edition provides new information on: Wireless sensor networks RFID Architectures Intelligent Support Systems Service delivery integration with the Internet Information life cycle and service level management Management of emerging technologies Web performance management Business intelligence and analytics The text details the latest in voice communication techniques, advanced communication concepts, network organization, governance, traffic management, and emerging trends. This comprehensive handbook provides telecommunications professionals across all fields with ready access to the knowledge they require and arms them with the understanding of the role that evolving technologies will play in the development of the telecommunications systems of tomorrow.

The Accidental SysAdmin Handbook

Author : Eric Kralicek
Publisher : Apress
ISBN 13 : 1484218175
Total Pages : 264 pages
Book Rating : 4.4/5 (842 download)

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Book Synopsis The Accidental SysAdmin Handbook by : Eric Kralicek

Download or read book The Accidental SysAdmin Handbook written by Eric Kralicek and published by Apress. This book was released on 2016-02-01 with total page 264 pages. Available in PDF, EPUB and Kindle. Book excerpt: Understand the concepts, processes and technologies that will aid in your professional development as a new system administrator. While every information technology culture is specific to its parent organization, there are commonalities that apply to all organizations. The Accidental SysAdmin Handbook, Second Edition looks at those commonalities and provides a general introduction to critical aspects associated with system administration. It further acts to provide definitions and patterns for common computer terms and acronyms. What You Will Learn Build and manage home networking and plan more complex network environments Manage the network layer and service architectures as well as network support plans Develop a server hardware strategy and understand the physical vs. virtual server ecosystem Handle data storage, data strategies and directory services, and central account management Work with DNS, DHCP, IP v4 and IP v6 Deploy workstations and printers Manage and use antivirus and security management software Build, manage and work with intranets and Internet support services Who This Book Is For It is assumed that the reader has little to no experience in a professional information technology environment.

The Emerald Handbook of Modern Information Management

Author : James M. Matarazzo
Publisher : Emerald Group Publishing
ISBN 13 : 1787149617
Total Pages : 926 pages
Book Rating : 4.7/5 (871 download)

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Book Synopsis The Emerald Handbook of Modern Information Management by : James M. Matarazzo

Download or read book The Emerald Handbook of Modern Information Management written by James M. Matarazzo and published by Emerald Group Publishing. This book was released on 2017-12-19 with total page 926 pages. Available in PDF, EPUB and Kindle. Book excerpt: This handbook aims to be an integral text for students of library and information science and a ready-reference for information professional practitioners. The chapters provide a construct through which any information professional may learn abut the major challenges facing them in the early part of the 21st century.

Cybersecurity Operations Handbook

Author : John Rittinghouse PhD CISM
Publisher : Digital Press
ISBN 13 : 0080530184
Total Pages : 1331 pages
Book Rating : 4.0/5 (85 download)

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Book Synopsis Cybersecurity Operations Handbook by : John Rittinghouse PhD CISM

Download or read book Cybersecurity Operations Handbook written by John Rittinghouse PhD CISM and published by Digital Press. This book was released on 2003-10-02 with total page 1331 pages. Available in PDF, EPUB and Kindle. Book excerpt: Cybersecurity Operations Handbook is the first book for daily operations teams who install, operate and maintain a range of security technologies to protect corporate infrastructure. Written by experts in security operations, this book provides extensive guidance on almost all aspects of daily operational security, asset protection, integrity management, availability methodology, incident response and other issues that operational teams need to know to properly run security products and services in a live environment. Provides a master document on Mandatory FCC Best Practices and complete coverage of all critical operational procedures for meeting Homeland Security requirements.·First book written for daily operations teams·Guidance on almost all aspects of daily operational security, asset protection, integrity management·Critical information for compliance with Homeland Security

Foundations of Service Level Management

Author : Rick Sturm
Publisher : Sams Publishing
ISBN 13 :
Total Pages : 292 pages
Book Rating : 4.3/5 (91 download)

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Book Synopsis Foundations of Service Level Management by : Rick Sturm

Download or read book Foundations of Service Level Management written by Rick Sturm and published by Sams Publishing. This book was released on 2000 with total page 292 pages. Available in PDF, EPUB and Kindle. Book excerpt: This text enables IT managers to create a detailed and practical SLM strategy and shows them how to implement it in their organizations.

The ASQ Certified Manager of Quality/Organizational Excellence Handbook

Author : Sandra L Furterer
Publisher : Quality Press
ISBN 13 : 1951058070
Total Pages : 555 pages
Book Rating : 4.9/5 (51 download)

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Book Synopsis The ASQ Certified Manager of Quality/Organizational Excellence Handbook by : Sandra L Furterer

Download or read book The ASQ Certified Manager of Quality/Organizational Excellence Handbook written by Sandra L Furterer and published by Quality Press. This book was released on 2021-01-25 with total page 555 pages. Available in PDF, EPUB and Kindle. Book excerpt: This handbook is a comprehensive reference designed to help professionals address organizational issues from the application of the basic principles of management to the development of strategies needed to deal with today’s technological and societal concerns. The fifth edition of the ASQ Certified Manager of Quality/Organizational Excellence Handbook (CMQ/OE) has undergone some significant content changes in order to provide more clarity regarding the items in the body of knowledge (BoK). Examples have been updated to reflect more current perspectives, and new topics introduced in the most recent BoK are included as well. This handbook addresses: • Historical perspectives relating to the continued improvement of specific aspects of quality management • Key principles, concepts, and terminology • Benefits associated with the application of key concepts and quality management principles • Best practices describing recognized approaches for good quality management • Barriers to success, common problems you may encounter, and reasons why some quality initiatives fail • Guidance for preparation to take the CMQ/OE examination A well-organized reference, this handbook will certainly help individuals prepare for the ASQ CMQ/OE exam. It also serves as a practical, day-to-day guide for any professional facing various quality management challenges.

Handbook of Research on Telecommunications Planning and Management for Business

Author : Lee, In
Publisher : IGI Global
ISBN 13 : 1605661953
Total Pages : 1211 pages
Book Rating : 4.6/5 (56 download)

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Book Synopsis Handbook of Research on Telecommunications Planning and Management for Business by : Lee, In

Download or read book Handbook of Research on Telecommunications Planning and Management for Business written by Lee, In and published by IGI Global. This book was released on 2009-03-31 with total page 1211 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This book provides original, in-depth, and innovative articles on telecommunications policy, management, and business applications"--Provided by publisher.

Site Reliability Engineering

Author : Niall Richard Murphy
Publisher : "O'Reilly Media, Inc."
ISBN 13 : 1491951176
Total Pages : 552 pages
Book Rating : 4.4/5 (919 download)

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Book Synopsis Site Reliability Engineering by : Niall Richard Murphy

Download or read book Site Reliability Engineering written by Niall Richard Murphy and published by "O'Reilly Media, Inc.". This book was released on 2016-03-23 with total page 552 pages. Available in PDF, EPUB and Kindle. Book excerpt: The overwhelming majority of a software system’s lifespan is spent in use, not in design or implementation. So, why does conventional wisdom insist that software engineers focus primarily on the design and development of large-scale computing systems? In this collection of essays and articles, key members of Google’s Site Reliability Team explain how and why their commitment to the entire lifecycle has enabled the company to successfully build, deploy, monitor, and maintain some of the largest software systems in the world. You’ll learn the principles and practices that enable Google engineers to make systems more scalable, reliable, and efficient—lessons directly applicable to your organization. This book is divided into four sections: Introduction—Learn what site reliability engineering is and why it differs from conventional IT industry practices Principles—Examine the patterns, behaviors, and areas of concern that influence the work of a site reliability engineer (SRE) Practices—Understand the theory and practice of an SRE’s day-to-day work: building and operating large distributed computing systems Management—Explore Google's best practices for training, communication, and meetings that your organization can use