Verism Foundation Courseware

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VeriSM – Foundation Courseware

Author : Helen Morris
Publisher : Van Haren
ISBN 13 : 9401802637
Total Pages : 256 pages
Book Rating : 4.4/5 (18 download)

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Book Synopsis VeriSM – Foundation Courseware by : Helen Morris

Download or read book VeriSM – Foundation Courseware written by Helen Morris and published by Van Haren. This book was released on 2018-01-22 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Courseware package consist out of two publications, VeriSMTM – Foundation Courseware and VeriSM™ – Foundation Study guide. This training material covers the syllabus for the VeriSM™ Foundation qualification. The training can be delivered over two days. This courseware is accredited to prepare the student for the VeriSM™ Foundation certification. VeriSM™ Foundation consists of two parts: VeriSM™ Essentials and VeriSM™ Plus , each covering one day of training. Students who already have an (IT) Service Management certificate can benefit from the knowledge they already have. They are the audience for a VeriSM™ Plus training only. When they pass the VeriSM™ Plus exam they receive the VeriSM™ Foundation certificate. Training Providers who want to offer a one day training on service management principles can decide to offer the VeriSM™ Essentials training only. Students who pass the VeriSM™ Essentials exam, receive the VeriSM™ Essentials certificate. If they pass the VeriSM™ Plus exam later, they will automatically receive the VeriSM™ Foundation certificate. The courseware covers the following topics: • The Service Organization (Essentials) • Service culture (Essentials) • People and organizational structure (Essentials) • The VeriSM™ model (both) • Progressive practices (Plus) • Innovative technologies (Plus) VeriSM™ is a holistic, business-oriented approach to Service Management, which helps to make sense of the growing landscape of best practices and how to integrate them to offer value to the consumer. It is an evolution in Service Management thinking, and provides an up-to-date approach, including the latest practices and technological developments, to help organizations in transforming their business to the new reality of the digital age. VeriSM™ is Value-driven, Evolving, Responsive and Integrated Service Management. VeriSM™ is a registered trademark of and owned by IFDC, the International Foundation of Digital Competences.

Verism - Foundation Courseware

Author : Van Haren Publishing
Publisher :
ISBN 13 : 9789401802628
Total Pages : 256 pages
Book Rating : 4.8/5 (26 download)

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Book Synopsis Verism - Foundation Courseware by : Van Haren Publishing

Download or read book Verism - Foundation Courseware written by Van Haren Publishing and published by . This book was released on 2018 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: This training material covers the syllabus for the VeriSM(TM) Foundation qualification. The training can be delivered over two days. This courseware is accredited to prepare the student for the VeriSM(TM) Foundation certification.

VeriSM(tm) Foundation

Author : Pultorak & Associates Ltd
Publisher : Createspace Independent Publishing Platform
ISBN 13 : 9781720572947
Total Pages : 404 pages
Book Rating : 4.5/5 (729 download)

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Book Synopsis VeriSM(tm) Foundation by : Pultorak & Associates Ltd

Download or read book VeriSM(tm) Foundation written by Pultorak & Associates Ltd and published by Createspace Independent Publishing Platform. This book was released on 2018-05-30 with total page 404 pages. Available in PDF, EPUB and Kindle. Book excerpt: Quality, accredited VeriSM(TM) Foundation courseware that pairs with our VeriSM(TM) Foundation instructor kit available on www.pultorak.com.

VeriSM™ - Foundations Courseware – Español (Latino Americanos)

Author : Helen Morris
Publisher : Van Haren
ISBN 13 : 9401803552
Total Pages : 217 pages
Book Rating : 4.4/5 (18 download)

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Book Synopsis VeriSM™ - Foundations Courseware – Español (Latino Americanos) by : Helen Morris

Download or read book VeriSM™ - Foundations Courseware – Español (Latino Americanos) written by Helen Morris and published by Van Haren. This book was released on 2019 with total page 217 pages. Available in PDF, EPUB and Kindle. Book excerpt: El paquete Courseware consiste de dos públicaciones , VeriSM™ - Fundamentos Courseware y Fundamentos guía de estudio. Este material de entrenamiento cubre el plan de estudios para la calificación VeriSM™ fundamentos. El entrenamiento puede ser entregado durante dos días. Este Courseware está acreditado para preparar al estudiante para la certificación VeriSM™. VeriSM™ Fundamentos consiste de dos partes: VeriSM™ Essentials y VeriSM™ Plus, cada uno cubriendo un día de entrenamiento. Los estudiantes que ya tienen un certificado en Gestión de Servicios (TI) pueden beneficiarse del conocimiento que ya tienen. Son el público objetivo para el entrenamiento VeriSM™ Plus únicamente. Cuando aprueben el examen VeriSM™ Plus, recibirán el certificado de VeriSM™ fundamentos. Proveedores de entrenamiento que quieran ofrecer un día de capacitación sobre principios de gestión de servicios podrían decidir ofrecer únicamente el entrenamiento de VeriSM™ Essentials. Los estudiantes que aprueben el examen VeriSM™ Essentials, recibirán el certificado de VeriSM™ Essentials. Si posteriormente ellos aprueban el examen VeriSM plus, recibirán automáticamente el certificado VeriSM™ Fundamentos. El courseware cubre los siguientes temas: • La organización del servicio (Essentials) • Cultura del servicio (Essentials) • Personas y cultura organizacional (Essentials) • El modelo VeriSM™ (Ambas) • Prácticas progresivas (Plus) • Tecnologías innovadoras (Plus) VeriSM™ es un enfoque holístico y orientado a la empresa, que le ayuda a comprender el creciente panorama de las mejores prácticas y cómo integrarlas para ofrecer valor al consumidor. Esto es una evolución en el pensamiento de la Gestión de Servicios y ofrece un enfoque actualizado, incluyendo las últimas prácticas y desarrollos tecnológicos, para ayudar a las organizaciones a transformar su negocio en la nueva realidad de la era digital. VeriSM™ es un enfoque de Gestión de Servicios que está Dirigido por el valor, Evolutivo, Responsivo (Adaptado) e Integrado VeriSM™ es una marca registrada y propiedad del IFDC, la Fundación Internacional de Habilidades Digitales

Verism(tm) - Foundations Courseware

Author : van Haren Publishing
Publisher : Van Haren Publishing
ISBN 13 : 9789401803533
Total Pages : 0 pages
Book Rating : 4.8/5 (35 download)

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Book Synopsis Verism(tm) - Foundations Courseware by : van Haren Publishing

Download or read book Verism(tm) - Foundations Courseware written by van Haren Publishing and published by Van Haren Publishing. This book was released on 2019-04-25 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: 'El paquete Courseware consiste de dos públicaciones, VeriSM(TM) - Fundamentos Courseware y Fundamentos guía de estudio. Este material de entrenamiento cubre el plan de estudios para la calificación VeriSM(TM) fundamentos. El entrenamiento puede ser entregado durante dos días. Este Courseware está acreditado para preparar al estudiante para la certificación VeriSM(TM). VeriSM(TM) Fundamentos consiste de dos partes: VeriSM(TM) Essentials y VeriSM(TM) Plus, cada uno cubriendo un día de entrenamiento. Los estudiantes que ya tienen un certificado en Gestión de Servicios (TI) pueden beneficiarse del conocimiento que ya tienen. Son el público objetivo para el entrenamiento VeriSM(TM) Plus únicamente. Cuando aprueben el examen VeriSM(TM) Plus, recibirán el certificado de VeriSM(TM) fundamentos. Proveedores de entrenamiento que quieran ofrecer un día de capacitación sobre principios de gestión de servicios podrían decidir ofrecer únicamente el entrenamiento de VeriSM(TM) Essentials. Los estudiantes que aprueben el examen VeriSM(TM) Essentials, recibirán el certificado de VeriSM(TM) Essentials. Si posteriormente ellos aprueban el examen VeriSM plus, recibirán automáticamente el certificado VeriSM(TM) Fundamentos. El courseware cubre los siguientes temas: -La organización del servicio (Essentials) -Cultura del servicio (Essentials) -Personas y cultura organizacional (Essentials) -El modelo VeriSM(TM) (Ambas) -Prácticas progresivas (Plus) -Tecnologías innovadoras (Plus) VeriSM(TM) es un enfoque holístico y orientado a la empresa, que le ayuda a comprender el creciente panorama de las mejores prácticas y cómo integrarlas para ofrecer valor al consumidor. Esto es una evolución en el pensamiento de la Gestión de Servicios y ofrece un enfoque actualizado, incluyendo las últimas prácticas y desarrollos tecnológicos, para ayudar a las organizaciones a transformar su negocio en la nueva realidad de la era digital. VeriSM(TM) es un enfoque de Gestión de Servicios que está Dirigido por el valor, Evolutivo, Responsivo (Adaptado) e Integrado VeriSM(TM) es una marca registrada y propiedad del IFDC, la Fundación Internacional de Habilidades Digitales

Certified PM² Foundation by PM² GROUP Courseware

Author : Laurent Kummer
Publisher : Van Haren
ISBN 13 : 9401809038
Total Pages : 336 pages
Book Rating : 4.4/5 (18 download)

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Book Synopsis Certified PM² Foundation by PM² GROUP Courseware by : Laurent Kummer

Download or read book Certified PM² Foundation by PM² GROUP Courseware written by Laurent Kummer and published by Van Haren. This book was released on 2022-11-15 with total page 336 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this courseware, you will not only “learn the ropes” about a very efficient and light methodology, you will also be exposed to a positive philosophy of good project management practice, focused on delivering value to citizens, following sustainable principles and ethics. The material is articulated around three objectives: Giving you an overview of PM² in the context of general project management. Teaching you the fundamentals of PM² in preparation or the Foundation Certification exam. Helping you concretely manage projects by discussing general project management techniques and putting them in the context of PM². To this effect you will see that the various pages of this courseware have been coded accordingly. The reach of PM² on the European landscape has been exponential in the past few years since its original release to the public in 2016. The demand for an official syllabus from the European Commission to structure good qualitative certification has finally been answered, and the courseware you have in hand is the first to adhere strictly to this syllabus. Consequently, you have all the chances to pass the exam, get certified and be globally recognized as a PM² Project Manager.

Mov® Foundation Management of Value Courseware – English

Author : Douwe Brolsma
Publisher : Van Haren
ISBN 13 : 9401808139
Total Pages : 112 pages
Book Rating : 4.4/5 (18 download)

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Book Synopsis Mov® Foundation Management of Value Courseware – English by : Douwe Brolsma

Download or read book Mov® Foundation Management of Value Courseware – English written by Douwe Brolsma and published by Van Haren. This book was released on 2021 with total page 112 pages. Available in PDF, EPUB and Kindle. Book excerpt: Besides the Mov® Foundation Management of Value Courseware – English publication you are advised to obtain the official publication from TSO. MoV Foundation is suitable for management and staff in organizations wishing to acquire an understanding of MoV. MoV is answering the question: are we getting the optimal benefits, at affordable costs, with an acceptable risk level. It shows that we have to achieve the optimal balance between all stakeholders’ needs, and the usage of resources (money, people, time, energy and material). The greater the benefits delivered and the fewer resources that are used in doing so, the higher the value ratio. It is also intended for professionals involved in directing, managing, supporting and delivering portfolios, programmes and projects, including Senior Management, Programme Managers, Project Managers, Change Managers and Project and Programme Office staff and their sponsors. MoV is also relevant for those who apply the methods in other PPM guides to build on and enhance the activities to maximize value and delivery of benefits. MoV® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Bian

Author : Van Haren Publishing
Publisher :
ISBN 13 : 9789401803151
Total Pages : 250 pages
Book Rating : 4.8/5 (31 download)

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Book Synopsis Bian by : Van Haren Publishing

Download or read book Bian written by Van Haren Publishing and published by . This book was released on 2019-03-30 with total page 250 pages. Available in PDF, EPUB and Kindle. Book excerpt: BIAN's expectation is that a standard definition of business functions and service interactions that describe the general construct of any bank will be of significant benefit to the industry.

For Good and Evil

Author : Charles Adams
Publisher : Rowman & Littlefield
ISBN 13 : 0819186317
Total Pages : 568 pages
Book Rating : 4.8/5 (191 download)

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Book Synopsis For Good and Evil by : Charles Adams

Download or read book For Good and Evil written by Charles Adams and published by Rowman & Littlefield. This book was released on 1993 with total page 568 pages. Available in PDF, EPUB and Kindle. Book excerpt: Records the impact of taxation on events in world history, from ancient Egypt to the present, and concludes that taxation has been a force that has shaped world history and has had a direct bearing on the civilization process.

MSP® 5th edition Practitioner Courseware - English

Author : Mark Kouwenhoven
Publisher : Van Haren
ISBN 13 : 9401808252
Total Pages : 218 pages
Book Rating : 4.4/5 (18 download)

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Book Synopsis MSP® 5th edition Practitioner Courseware - English by : Mark Kouwenhoven

Download or read book MSP® 5th edition Practitioner Courseware - English written by Mark Kouwenhoven and published by Van Haren. This book was released on 2022-12-20 with total page 218 pages. Available in PDF, EPUB and Kindle. Book excerpt: Besides the MSP 5th® Edition Foundation Courseware - English publication you are advised to obtain the corresponding publication Managing Successful Programmes 5th edition (ISBN: 9780113316762). This 5th edition will help current and aspiring programme managers, and many other roles, to design, plan, lead and deliver their programmes and thus help organizations be successful. Programme management is recognized as an approach that brings together multiple projects and other work associated with delivering outcomes of benefit across organizational boundaries. The programme management approach shows organizations how to adopt appropriate governance, pace, and focus to enable them to move ahead. MSP 5th describes an adaptable set of programme management approaches, leading to the creation of outcomes of benefit in an incremental way and to provide an integrated framework that guides the work. MPS 5th applies three lenses: • Principles are the guiding obligations to achieve Value • Themes are the essential governance, documented in Approaches • Processes are a structured set of activities, showing how themes are applied in the programme (cyclical) lifecycle. Value proposition: MSP is the certification and guidance for programme managers, business change managers and the next step for project managers to develop their knowledge and skills to be able to positively respond to the challenges they face when managing programmes and larger, more strategic or multiple projects. Programme management using MSP creates a framework that enables the organization to align the delivery of programmes and projects to organizational strategy; and to focus on the delivery of outcomes and benefits, while mitigating risks and actively engaging stakeholders at all levels. MSP can be used in conjunction with all the other best-practice products (e.g. PRINCE2®, MoP®, M_o_R®) and international or internal organizational standards (for governance). The MSP Foundation Certification is suitable for individuals wanting to demonstrate they have achieved sufficient understanding of the theory of the MSP methodology. MSP represents proven programme management best practice in the successful delivery of transformational change through the application of programme management. MSP has been adopted by many organizations within both the public and private sectors. The core publication, ‘Managing Successful Programmes’, has drawn on the experiences of those who have adopted programme management. Key benefits: • MSP leverages off the real-life expertise of the global programme management community, offering practical, relevant, current accessible guidance • The new exams highlight real world applications that equip professionals for success in Programme management This MSP 5th edition Courseware is suited for the MSP 5th edition exams and contains sample exams and lots of extra short exercises to facilitate interactive training courses both offline and online. This MSP 5th edition Courseware is suited for the MSP 5th edition exams and contains sample exams and lots of extra short exercises to facilitate interactive training courses both offline and online.

EDF Data Literacy Professional Courseware

Author : Michel Dekker
Publisher : Van Haren
ISBN 13 : 9401809860
Total Pages : 130 pages
Book Rating : 4.4/5 (18 download)

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Book Synopsis EDF Data Literacy Professional Courseware by : Michel Dekker

Download or read book EDF Data Literacy Professional Courseware written by Michel Dekker and published by Van Haren. This book was released on with total page 130 pages. Available in PDF, EPUB and Kindle. Book excerpt: In order to leverage data, decision makers and management have to base their decisions on the vast amounts of information being collected and generated nowadays. Understanding data requires a set of skills that are easy to learn, but in general are far from intuitive. None of us are born with the capacity to understand data: it is a human abstract construct, so we all need to learn how to work with it. How data can be leveraged, what the common pitfalls are and how data can often be misinterpreted are all crucial pieces of knowledge for all modern business professionals, particularly those in management. It is a misconception that humans no longer have a role to play and that data can make the decisions for us. However, in the foreseeable future, data-guided decisions will be the norm rather than the exception. The EDF Certification recognizes the awareness and understanding of the components of data literacy and how to foster its adoption and application for the benefit of everybody who needs to make decisions based on data. The EDF Certification is achieved through an exam which demonstrates that a participant: • Understands what data is and isn’t; • Is aware of the questions that need answered whenever you receive some data; • Understands how to summarize data in the correct way; • Is aware of the main processes involved from data origins through to usage; • Understands what data quality is; • Understands how to use data in order to measure performance; • Is aware of the impact of our expectations on data analysis; • Understands the main human biases involved in data analysis; • Is aware of the principal types of data analysis; • Understands the impact of context on analysis; • Understands how to apply storytelling principles to data arguments.

Data Management courseware based on CDMP Fundamentals

Author : Strategy Alliance BV
Publisher : Van Haren
ISBN 13 : 9401808015
Total Pages : 164 pages
Book Rating : 4.4/5 (18 download)

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Book Synopsis Data Management courseware based on CDMP Fundamentals by : Strategy Alliance BV

Download or read book Data Management courseware based on CDMP Fundamentals written by Strategy Alliance BV and published by Van Haren. This book was released on 2022 with total page 164 pages. Available in PDF, EPUB and Kindle. Book excerpt: Besides the courseware publication (ISBN: 9789401807999), you are advised to obtain the DAMA DMBOK publication (ISBN: 9781634622349). Optionally, you can use the publication Data management: a gentle introduction (ISBN: 9789401805506) as inspiration for examples and quotes about the field of data management. This material is intended to prepare participants for the CDMP exam by DAMA International. The courseware can only be ordered by partners and is based on the current version of the DAMA DMBOK. The material will be updated when new versions of DMBOK are published. DAMA DMBOK is the industry reference for data management. It is published by DAMA International and is currently in its second version. The DMBOK is developed by professionals and can be seen as a collection of best practices. The domain of data management is divided into functional areas which are discussed in terms of definitions (what is it), goals (what are we trying to achieve), steps (what are typical activities), inputs/outputs, and participating roles. Developing and sustaining an effective data management function is far from an easy task. The DMBOK framework is adopted by many organizations as the foundation for their data management function: standardized language and good practices speed up the learning process. After the training, you have an overview of the field of data management, its terminology, and current best practices.

ArchiMate® 3.0.1 Specification

Author : The Open Group
Publisher : Van Haren
ISBN 13 : 9401802343
Total Pages : 192 pages
Book Rating : 4.4/5 (18 download)

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Book Synopsis ArchiMate® 3.0.1 Specification by : The Open Group

Download or read book ArchiMate® 3.0.1 Specification written by The Open Group and published by Van Haren. This book was released on 2017-09-28 with total page 192 pages. Available in PDF, EPUB and Kindle. Book excerpt: The ArchiMate® Specification, an Open Group Standard, defines an open and independent modeling language for Enterprise Architecture that is supported by different tool vendors and consulting firms. The ArchiMate language enables Enterprise Architects to describe, analyze, and visualize the relationships among business domains in an unambiguous way. This book is the official specification of the ArchiMate 3.0.1 modeling language from The Open Group. ArchiMate 3.0.1 is a minor update to ArchiMate 3.0, containing the set of corrections from ArchiMate 3.0 Technical Corrigendum No. 1 (U172). This addresses inconsistencies and errors identified since the publication of Version 3.0 in June 2016.The ArchiMate Specification supports modeling throughout the TOGAF® Architecture Development Method (ADM). New features in Version 3 include elements for modeling the enterprise at a strategic level, such as capability, resource, and outcome. It also includes support to model the physical world of materials and equipment. Furthermore, the consistency and structure of the language have been improved, definitions have been aligned with other standards, and its usability has been enhanced in various other ways.The intended audience is threefold: • Enterprise Architecture practitioners, such as architects (e.g., business, application, information, process, infrastructure, and, obviously, enterprise architects), senior and operational management, project leaders, and anyone committed to work within the reference framework defined by the Enterprise Architecture. • Those who intend to implement the ArchiMate language in a software tool; they will find a complete and detailed description of the language in this book. • The academic community, on which we rely for amending and improving the language, based on state-of-the-art research results in the Enterprise Architecture field.

Scrum – A Pocket Guide - 2nd edition

Author : Gunther Verheyen
Publisher : Van Haren
ISBN 13 : 9401803773
Total Pages : 116 pages
Book Rating : 4.4/5 (18 download)

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Book Synopsis Scrum – A Pocket Guide - 2nd edition by : Gunther Verheyen

Download or read book Scrum – A Pocket Guide - 2nd edition written by Gunther Verheyen and published by Van Haren. This book was released on 2019-02-16 with total page 116 pages. Available in PDF, EPUB and Kindle. Book excerpt: This pocket guide to Scrum is the one book for everyone who wants to learn or re-learn about Scrum. The book describes the framework as it was designed and intended, with a strong focus on the purpose to the rules and adding an historical perspective to Scrum and the Agile movement. Several elements that were described in the first edition of Scrum - A Pocket Guide (2013) were later added to the official Scrum Guide. The most noticeable ones are the Scrum Values (2016) and the description of the 3 questions of the Daily Scrum as a good, yet optional practice (2017). As the balance of society keeps shifting from industrial labor to digital work, complexity and unpredictability keep increasing. The need for agility through Scrum increases equally, in and beyond software and product development. This 2nd edition of Scrum - A Pocket Guide offers the clarity and insights on Scrum that many organizations need, today and in the foreseeable future. Scrum – A Pocket Guide is an extraordinarily competent book. It flows with insight, understanding, and perception. This should be the de facto standard handout for all looking for a complete, yet clear overview of Scrum without being bothered by irrelevancies. (Ken Schwaber, Scrum co-creator) The author, Gunther Verheyen, is a seasoned Scrum practitioner (2003). Throughout his standing career as a consultant, Gunther has employed Scrum in diverse circumstances. He was partner to Ken Schwaber and Director of the Professional Scrum series at Scrum.org. He is the founder of Ullizee-Inc and engages with people and organizations as an independent Scrum Caretaker.

Autodesk Revit 2021: Fundamentals for Structure (Imperial Units): Autodesk Authorized Publisher

Author : ASCENT - Center for Technical Knowledge
Publisher : Ascent, Center for Technical Knowledge
ISBN 13 : 9781952866043
Total Pages : 696 pages
Book Rating : 4.8/5 (66 download)

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Book Synopsis Autodesk Revit 2021: Fundamentals for Structure (Imperial Units): Autodesk Authorized Publisher by : ASCENT - Center for Technical Knowledge

Download or read book Autodesk Revit 2021: Fundamentals for Structure (Imperial Units): Autodesk Authorized Publisher written by ASCENT - Center for Technical Knowledge and published by Ascent, Center for Technical Knowledge. This book was released on 2020-05-14 with total page 696 pages. Available in PDF, EPUB and Kindle. Book excerpt: To take full advantage of Building Information Modeling, the Autodesk(R) Revit(R) 2021: Fundamentals for Structure guide has been designed to teach the concepts and principles of creating 3D parametric models of structural buildings from engineering design through construction documentation. This guide is intended to introduce you to the user interface and the basic building components of the software that makes Autodesk(R) Revit(R) a powerful and flexible structural modeling tool. The goal is to familiarize you with the tools required to create, modify, analyze, and document a parametric model. The examples and practices are designed to take you through the basics of a full structural project, from linking in an architectural model to construction documents. Topics Covered Introduction to the Autodesk Revit software Basic drawing and editing tools Setting up levels and grids Working with views Starting a structural project based on a linked architectural model Adding structural columns and walls Adding foundations and structural slabs Structural reinforcement Beams, trusses, and framing systems Analytical models and placing loads Project practices to reinforce learning Construction documents Annotating construction documents Detailing and scheduling Prerequisites Access to the 2021.0 version of the software, to ensure compatibility with this guide. Future software updates that are released by Autodesk may include changes that are not reflected in this guide. The practices and files included with this guide might not be compatible with prior versions (e.g., 2020). This guide introduces the fundamental skills in learning how to use the Autodesk Revit software, with a focus on the structural tools. It is highly recommended that students have experience and knowledge in structural engineering and its terminology.

ITIL® 4 Essentials: Your essential guide for the ITIL 4 Foundation exam and beyond, second edition

Author : Claire Agutter
Publisher : IT Governance Ltd
ISBN 13 : 1787782204
Total Pages : 211 pages
Book Rating : 4.7/5 (877 download)

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Book Synopsis ITIL® 4 Essentials: Your essential guide for the ITIL 4 Foundation exam and beyond, second edition by : Claire Agutter

Download or read book ITIL® 4 Essentials: Your essential guide for the ITIL 4 Foundation exam and beyond, second edition written by Claire Agutter and published by IT Governance Ltd. This book was released on 2020-04-28 with total page 211 pages. Available in PDF, EPUB and Kindle. Book excerpt: ITIL® 4 Essentials contains everything you need to know to pass the ITIL 4 Foundation Certificate, plus more. It covers practices and concepts that are not addressed as part of the Foundation syllabus, making it ideal for newly qualified practitioners. This second edition has been updated to align with amendments to the ITIL® 4 Foundation syllabus.

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.