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A Guide To Help Desk Technology Tools Techniques
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Book Synopsis A Guide to Help Desk Technology, Tools & Techniques by : Dione McBride
Download or read book A Guide to Help Desk Technology, Tools & Techniques written by Dione McBride and published by Cengage Learning. This book was released on 2000 with total page 386 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book focuses on the technology, tools and techniques involved in running an effective help desk. A Guide to Help Desk Technology, Tools & Technology takes a look at the many software options available for tracking and managing the massive influx of data that come into a help desk daily.This title also details the types of tools specific to staff, management and customers alike.
Book Synopsis A Practical Guide to Call Center Technology by : Andrew Waite
Download or read book A Practical Guide to Call Center Technology written by Andrew Waite and published by CRC Press. This book was released on 2002-01-02 with total page 467 pages. Available in PDF, EPUB and Kindle. Book excerpt: Get the most out of ACDs (automatic call distributors) and other complex systems in order to boost customer satisfaction and increase sales Includes three ready to use RFPs (request for proposals) for buying an ACD, computer telephony system, or recording
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 2016-03-15 with total page 1476 pages. Available in PDF, EPUB and Kindle. Book excerpt: Complete, detailed preparation for the Intermediate ITIL Service Lifecycle exams ITIL Intermediate Certification Companion Study Guide is the ultimate supporting guide to the ITIL Service Lifecycle syllabus, with full coverage of all Intermediate ITIL Service Lifecycle exam objectives for Service Operation, Service Design, Service Transition, Continual Service Improvement, and Service Strategy. Using clear and concise language, this useful companion guides you through each Lifecycle module and each of the process areas, helping you understand the concepts that underlie each skill required for certification. Illustrative examples demonstrate how these skills are applied in real-life scenarios, helping you realize the importance of what you're learning each step of the way. Additional coverage includes service strategy principles and processes, governance, organization, implementation, and technology considerations, plus guidance toward common challenges and risks. ITIL is the most widely adopted approach for IT Service Management in the world, providing a practical, no-nonsense framework for identifying, planning, delivering, and supporting IT services to businesses. This study guide is the ultimate companion for certification candidates, giving you everything you need to know in a single informative volume. Review the information needed for all five Lifecycle exams Examine real-life examples of how these concepts are applied Gain a deeper understanding of each of the process areas Learn more about governance, organization, implementation, and more The Intermediate ITIL Service Lifecycle exams expect you to demonstrate thorough knowledge of the concepts, processes, and functions related to the modules. The certification is recognized around the world as the de facto standard for IT Service Management, and the skills it requires increase your value to any business. For complete, detailed exam preparation, ITIL Certification Companion Study Guide for the Intermediate ITIL Service Lifecycle Exams is an invaluably effective tool.
Book Synopsis Implementing Service and Support Management Processes by : Carrie Higday-Kalmanowitz
Download or read book Implementing Service and Support Management Processes written by Carrie Higday-Kalmanowitz and published by The Stationery Office. This book was released on 2005-03-11 with total page 444 pages. Available in PDF, EPUB and Kindle. Book excerpt: The purpose of this book is to provide practical process guide for technical support centres. It is based on the ITAL processes covered in 'Service Support' (ISBN 011330952X) and 'Service Delivery' (ISBN 0113309503) but also includes additional processes as well as a Balanced Scorecard Service Model. Processes covered in the book are: Financial and Operations Management; Knowledge Management; Configuration Management; Change Management; Release Management; Incident Management; Problem Management; Service Level Management; Capacity and Workforce Management; Availability Management; IT Service Continuity Management; and Customer Satisfaction Measurement.
Book Synopsis Project Management Tools and Techniques by : Deborah Sater Carstens
Download or read book Project Management Tools and Techniques written by Deborah Sater Carstens and published by CRC Press. This book was released on 2013-04-08 with total page 497 pages. Available in PDF, EPUB and Kindle. Book excerpt: A combination of art and skill that results in the balancing of project objectives against restraints of time, budget, and quality, effective project management requires skill and experience as well as many tools and techniques. Project Management Tools and Techniques: A Practical Guide describes these tools and techniques and how to use them, giving students the strong foundation they need to develop the skills and experience needed for a successful career in project management. The first five sections discuss a typical project life cycle, and beginning with an introduction to project management in terms of the role it plays in the organization and how a business case drives the process. From this starting point, the various planning and control-oriented techniques described evolve this process through the life cycle from scope development to completion. The final section closes the discussion with a group of more contemporary topics labeled "advanced." These are essential tools that need to be in wide use but are still evolving in practice. Most of the chapters supply sample questions and exercises to help with a review of the material. Each of the authors has extensive real-world experience in her or his respective professional areas with a combined experience of about 100 years. They have selected topics based on their valuation of the tool and its project management value. They present the material in such a way that the concepts can be applied to any project. Once this material is mastered, students will have a good overview regarding the basic planning and control actions required by a project manager. Also, this book will make a great reference guide that can be used by project managers and team members for years to come.
Download or read book Tools and Weapons written by Brad Smith and published by Penguin. This book was released on 2019-09-10 with total page 370 pages. Available in PDF, EPUB and Kindle. Book excerpt: The instant New York Times bestseller. From Microsoft's president and one of the tech industry's broadest thinkers, a frank and thoughtful reckoning with how to balance enormous promise and existential risk as the digitization of everything accelerates. “A colorful and insightful insiders’ view of how technology is both empowering and threatening us. From privacy to cyberattacks, this timely book is a useful guide for how to navigate the digital future.” —Walter Isaacson Microsoft President Brad Smith operates by a simple core belief: When your technology changes the world, you bear a responsibility to help address the world you have helped create. This might seem uncontroversial, but it flies in the face of a tech sector long obsessed with rapid growth and sometimes on disruption as an end in itself. While sweeping digital transformation holds great promise, we have reached an inflection point. The world has turned information technology into both a powerful tool and a formidable weapon, and new approaches are needed to manage an era defined by even more powerful inventions like artificial intelligence. Companies that create technology must accept greater responsibility for the future, and governments will need to regulate technology by moving faster and catching up with the pace of innovation. In Tools and Weapons, Brad Smith and Carol Ann Browne bring us a captivating narrative from the cockpit of one of the world's largest and most powerful tech companies as it finds itself in the middle of some of the thorniest emerging issues of our time. These are challenges that come with no preexisting playbook, including privacy, cybercrime and cyberwar, social media, the moral conundrums of artificial intelligence, big tech's relationship to inequality, and the challenges for democracy, far and near. While in no way a self-glorifying "Microsoft memoir," the book pulls back the curtain remarkably wide onto some of the company's most crucial recent decision points as it strives to protect the hopes technology offers against the very real threats it also presents. There are huge ramifications for communities and countries, and Brad Smith provides a thoughtful and urgent contribution to that effort.
Book Synopsis Understanding Your Users by : Kathy Baxter
Download or read book Understanding Your Users written by Kathy Baxter and published by Elsevier. This book was released on 2005-01-19 with total page 810 pages. Available in PDF, EPUB and Kindle. Book excerpt: Today many companies are employing a user-centered design (UCD) process, but for most companies, usability begins and ends with the usability test. Although usability testing is a critical part of an effective user-centered life cycle, it is only one component of the UCD process. This book is focused on the requirements gathering stage, which often receives less attention than usability testing, but is equally as important. Understanding user requirements is critical to the development of a successful product. Understanding Your Users is an easy to read, easy to implement, how-to guide on usability in the real world. It focuses on the "user requirements gathering" stage of product development and it provides a variety of techniques, many of which may be new to usability professionals. For each technique, readers will learn how to prepare for and conduct the activity, as well as analyze and present the data —all in a practical and hands-on way. In addition, each method presented provides different information about the user and their requirements (e.g., functional requirements, information architecture, task flows). The techniques can be used together to form a complete picture of the users' requirements or they can be used separately to address specific product questions. These techniques have helped product teams understand the value of user requirements gathering by providing insight into how users work and what they need to be successful at their tasks. Case studies from industry-leading companies demonstrate each method in action. In addition, readers are provided with the foundation to conduct any usability activity (e.g., getting buy-in from management, legal and ethical considerations, setting up your facilities, recruiting, moderating activities) and to ensure the incorporation of the results into their products.·Covers all of the significant requirements gathering methods in a readable, practical way·Presents the foundation readers need to prepare for any requirements gathering activity and ensure that the results are incorporated into their products ·Includes invaluable worksheet and template appendices·Includes a case study for each method from industry leaders·Written by experienced authors who teach conference courses on this subject to usability professionals and new product designers alike
Book Synopsis Project Management Tools and Techniques by : Deborah Sater Carstens
Download or read book Project Management Tools and Techniques written by Deborah Sater Carstens and published by CRC Press. This book was released on 2019-11-04 with total page 505 pages. Available in PDF, EPUB and Kindle. Book excerpt: The topic of project management is truly an evolution of art seeking science. This activity involves balancing project objectives against the constraints of time, budget, and quality. Achieving this balance requires skill, experience, along with the use of many tools, and techniques which are the focus of this book. This new edition provides updated content to incorporate examples from Microsoft Project 2016 and material from the Project Management Body of Knowledge (PMBOK® Guide), sixth edition. The chapter structure includes step-by-step instructions regarding the basic mechanics and various software tools that can be used to assist in the processes. To reinforce the textbook’s learning objectives, extra material is provided on the textbook website. This includes mechanical tool examples and lab assignments representative of the chapter topics. An external video tutorial library is available to help with various mechanics related to Microsoft Project mechanics. An instructor manual is available for qualifying adoptions for classroom use. Features Illustrates the use of Microsoft Project throughout the project life cycle Offers templates as productivity enhancement tools Includes supplemental material for students and instructors Provides assignments for hands-on experience Follows the PMI PMBOK ® Guide model structure that will support a better understanding of the model and help prepare students for PMP and CAPM certification Illustrates both traditional and contemporary management techniques
Book Synopsis Directory of Federal Laboratory and Technology Resources by :
Download or read book Directory of Federal Laboratory and Technology Resources written by and published by DIANE Publishing. This book was released on 1994 with total page 727 pages. Available in PDF, EPUB and Kindle. Book excerpt: Describes the individual capabilities of each of 1,900 unique resources in the federal laboratory system, and provides the name and phone number of each contact. Includes government laboratories, research centers, testing facilities, and special technology information centers. Also includes a list of all federal laboratory technology transfer offices. Organized into 72 subject areas. Detailed indices.
Book Synopsis The LITA Guide to No- or Low-Cost Technology Tools for Libraries by : Breanne A. Kirsch
Download or read book The LITA Guide to No- or Low-Cost Technology Tools for Libraries written by Breanne A. Kirsch and published by Rowman & Littlefield. This book was released on 2018-02-13 with total page 121 pages. Available in PDF, EPUB and Kindle. Book excerpt: The LITA Guide to No- or Low-Cost Technology Tools for Libraries provides a practical guide on how to find and use technology tools for a variety of purposes in libraries and, more broadly, in education. Each topic showcases two technology tools in detail and discusses additional tools and provides examples of how librarians or educators are using them in libraries and schools. Types of tools covered are: Video creation tools, such as PowToon and Animaker, can be used to create animated videos to tell patrons about a new service or teach students about search strategies. Screencasts includes tools like Jing or Screencast-O-Matic, which can be used to show how to use a new library database or service. Collaboration tools, including tools such as Padlet or Lino It, can be used for student collaboration or teamwork with colleagues and sharing project ideas quickly and easily. Assessment tools such as Quizizz and Kahoot allow for gamified assessment of student or patron knowledge.
Book Synopsis The Lawyer's Guide to Collaboration Tools and Technologies by : Dennis M. Kennedy
Download or read book The Lawyer's Guide to Collaboration Tools and Technologies written by Dennis M. Kennedy and published by American Bar Association. This book was released on 2008 with total page 324 pages. Available in PDF, EPUB and Kindle. Book excerpt: This first-of-its-kind legal guide showcases how to use the latest Web-based and software technologies, such as Web 2.0, Google tools, Microsoft Office, and Acrobat, to work collaboratively and more efficiently on projects with colleagues, clients, co-counsel and even opposing counsel. The book provides a wealth of information useful to lawyers who are just beginning to try collaboration tools, as well as tips and techniques for those lawyers with intermediate and advanced collaboration experience.
Book Synopsis Software Engineering by : Institute of Electrical and Electronics Engineers
Download or read book Software Engineering written by Institute of Electrical and Electronics Engineers and published by . This book was released on 1993 with total page 964 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Computer Society of the IEEE formed a committee to codify these norms of professional software engineering practices into standards. This volume presents 22 software engineering standards approved by the consensus process.
Book Synopsis Technology Integration and Foundations for Effective Leadership by : Wang, Shuyan
Download or read book Technology Integration and Foundations for Effective Leadership written by Wang, Shuyan and published by IGI Global. This book was released on 2012-12-31 with total page 443 pages. Available in PDF, EPUB and Kindle. Book excerpt: As new technology continues to emerge, the training and education of learning new skills and strategies become important for professional development. Therefore, technology leadership plays a vital role for the use of technology in organizations by providing guidance in the many aspects of using technologies. Technology Integration and Foundations for Effective Leadership provides detailed information on the aspects of effective technology leadership, highlighting instructions on creating a technology plan as well as the successful integration of technology into the educational environment. This reference source aims to offer a sense of structure and basic information on designing, developing, and evaluating technology projects to ensure maximum success.
Book Synopsis Getting an IT Help Desk Job For Dummies by : Tyler Regas
Download or read book Getting an IT Help Desk Job For Dummies written by Tyler Regas and published by John Wiley & Sons. This book was released on 2015-04-13 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: Stand out in one of IT's fastest growing job markets If you're looking for a job in IT, the help desk is the heart and soul of most IT operations, and an excellent starting point for a promising career. With the help of Getting an IT Help Desk Job For Dummies, you'll gain the knowledge and know-how to cut through the confusion of navigating the Information Technology job market. IT can be intimidating to hopeful-yet-inexperienced job candidates, but this guide will help you find and land the job of your dreams. Through easy-to-follow explanations, authoritative information, and a bit of humor, Getting an IT Help Desk Job For Dummies serves as your thorough and approachable guide to maximizing your competitive edge in this booming market. The IT job market has continued to expand as technology matures and deepens its roots in business operations. This is good news for you! However, it makes it that much harder to get a job in IT, as recent grads and other professionals are practically stampeding to get their feet in the door of this rapidly expanding industry. Luckily, Getting an IT Help Desk Job For Dummies gives you an advantage by providing expert instruction on how to score an interview and secure a job offer, the skills needed to obtain and maintain an IT position, and authoritative information on how to establish a career path in the IT field. Explore careers in the IT Help Desk field and establish the path you want to follow Plan for post-education certifications and training to make yourself more marketable Get expert guidance for creating a winning resume and cover letter Prepare for your IT Help Desk interview Loaded with simple, straight-forward advice, Getting an IT Help Desk Job For Dummies is your all-in-one guide to starting your IT career on the right foot!
Download or read book Resources in Education written by and published by . This book was released on 2001 with total page 764 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author :United States. Congress. House. Committee on Appropriations. Subcommittee on VA, HUD, and Independent Agencies Publisher : ISBN 13 : Total Pages :902 pages Book Rating :4.0/5 (9 download)
Book Synopsis Departments of Veterans Affairs and Housing and Urban Development, and Independent Agencies Appropriations for 2003: Department of Housing and Urban Development by : United States. Congress. House. Committee on Appropriations. Subcommittee on VA, HUD, and Independent Agencies
Download or read book Departments of Veterans Affairs and Housing and Urban Development, and Independent Agencies Appropriations for 2003: Department of Housing and Urban Development written by United States. Congress. House. Committee on Appropriations. Subcommittee on VA, HUD, and Independent Agencies and published by . This book was released on 2002 with total page 902 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis How People Learn by : National Research Council
Download or read book How People Learn written by National Research Council and published by National Academies Press. This book was released on 2000-08-11 with total page 386 pages. Available in PDF, EPUB and Kindle. Book excerpt: First released in the Spring of 1999, How People Learn has been expanded to show how the theories and insights from the original book can translate into actions and practice, now making a real connection between classroom activities and learning behavior. This edition includes far-reaching suggestions for research that could increase the impact that classroom teaching has on actual learning. Like the original edition, this book offers exciting new research about the mind and the brain that provides answers to a number of compelling questions. When do infants begin to learn? How do experts learn and how is this different from non-experts? What can teachers and schools do-with curricula, classroom settings, and teaching methodsâ€"to help children learn most effectively? New evidence from many branches of science has significantly added to our understanding of what it means to know, from the neural processes that occur during learning to the influence of culture on what people see and absorb. How People Learn examines these findings and their implications for what we teach, how we teach it, and how we assess what our children learn. The book uses exemplary teaching to illustrate how approaches based on what we now know result in in-depth learning. This new knowledge calls into question concepts and practices firmly entrenched in our current education system. Topics include: How learning actually changes the physical structure of the brain. How existing knowledge affects what people notice and how they learn. What the thought processes of experts tell us about how to teach. The amazing learning potential of infants. The relationship of classroom learning and everyday settings of community and workplace. Learning needs and opportunities for teachers. A realistic look at the role of technology in education.
