A Guide to Help Desk Concepts, International Edition PDF Download
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Author: Donna Knapp
Publisher:
ISBN: 9781439040225
Category : Computer industry
Languages : en
Pages : 368
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Book Description
A Guide to Service Desk Concepts: Service Desk and the IT Infrastructure Library, 3e, International Edition discusses the different types of help desks that exist, how they are measured by the organizations they support, the varying roles and skills required within a typical help desk, and the processes and technologies commonly employed to ensure the help desk is operating efficiently and effectively. In the third edition, the author also incorporates the use of ITIL standards, which are becoming increasingly widespread in the help desk field.
Author: Donna Knapp
Publisher:
ISBN: 9781439040225
Category : Computer industry
Languages : en
Pages : 368
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Book Description
A Guide to Service Desk Concepts: Service Desk and the IT Infrastructure Library, 3e, International Edition discusses the different types of help desks that exist, how they are measured by the organizations they support, the varying roles and skills required within a typical help desk, and the processes and technologies commonly employed to ensure the help desk is operating efficiently and effectively. In the third edition, the author also incorporates the use of ITIL standards, which are becoming increasingly widespread in the help desk field.
Author: Donna Knapp
Publisher: Course Technology
ISBN:
Category : Business & Economics
Languages : en
Pages : 408
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Book Description
This detailed look at the "soft" skills needed to succeed as help desk professional will provide students with proven customer support techniques for the workplace.
Author: Donna Knapp
Publisher:
ISBN:
Category : Computers
Languages : en
Pages : 376
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Book Description
The second edition of Donna Knapp's highly successful first edition introduces service concepts, skill sets, career paths, and operations of the help desk industry. The author's expertise provides strong real-world computer support examples and case studies.
Author: Keith D. Sutherland
Publisher: Packt Publishing Ltd
ISBN: 1804614246
Category : Computers
Languages : en
Pages : 350
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Book Description
Develop and improve the service management capabilities of your organization or business with this comprehensive handbook Key Features A complete, pragmatic guide on service management from industry experts Learn industry best practices and proven strategies to establish and improve a service management capability Get hands on with implementing and maintaining a service management capability Purchase of the print or Kindle book includes a free PDF eBook Book DescriptionMany organizations struggle to find practical guidance that can help them to not only understand but also apply service management best practices. Packed with expert guidance and comprehensive coverage of the essential frameworks, methods, and techniques, this book will enable you to elevate your organization’s service management capability. You’ll start by exploring the fundamentals of service management and the role of a service provider. As you progress, you’ll get to grips with the different service management frameworks used by IT and enterprises. You'll use system thinking and design thinking approaches to learn to design, implement, and optimize services catering to diverse customer needs. This book will familiarize you with the essential process capabilities required for an efficient service management practice, followed by the elements key to its practical implementation, customized to the organization’s business needs in a sustainable and repeatable manner. You’ll also discover the critical success factors that will enhance your organization’s ability to successfully implement and sustain a service management practice. By the end of this handy guide, you’ll have a solid grasp of service management concepts, making this a valuable resource for on-the-job reference.What you will learn Discover a holistic approach to managing services Get acquainted with the service management methods, frameworks, and best practices Understand the significance of a service management strategy Demonstrate your skills to deliver high-quality, timely services Find out how to become a respected business partner to your customers Recognize the role of governance, outcomes, and markets Grasp the concept of value capture and maintaining value over time Explore common processes that lay the foundation for effective service management Who this book is forThis book is for anyone interested in gaining a general understanding of the value of enterprise/IT service management (ESM/ITSM), including but not limited to IT leadership, key business managers, business process analysts, business analysts, IT consultants, IT professionals, project managers, systems integrators, service desk managers, managed service providers, solution providers, and sales staff. Whether you’re new to service management or have prior experience, you’ll find valuable insights in this book.
Author: Donna Knapp
Publisher: J. Ross Publishing
ISBN: 1604270497
Category : Business & Economics
Languages : en
Pages : 257
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Book Description
The ITSM Process Design Guide: Developing, Rengineering and Improving IT Service Management closes the knowledge gap by providing detailed guidance on assessing, designing, measuring, and integrating ITSM processes. The advice and techniques in this book apply unilaterally to every IT service provider and ITSM framework, standard, and maturity model.
Author: Seymour Bosworth
Publisher: John Wiley & Sons
ISBN: 1118851749
Category : Business & Economics
Languages : en
Pages : 2353
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Book Description
Computer security touches every part of our daily lives from our computers and connected devices to the wireless signals around us. Breaches have real and immediate financial, privacy, and safety consequences. This handbook has compiled advice from top professionals working in the real world about how to minimize the possibility of computer security breaches in your systems. Written for professionals and college students, it provides comprehensive best guidance about how to minimize hacking, fraud, human error, the effects of natural disasters, and more. This essential and highly-regarded reference maintains timeless lessons and is fully revised and updated with current information on security issues for social networks, cloud computing, virtualization, and more.
Author: Bill Holtsnider
Publisher: Elsevier
ISBN: 0080465749
Category : Computers
Languages : en
Pages : 626
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Book Description
IT Manager's Handbook, Second Edition, provides essential information to help students understand the responsibilities of today's IT Management professionals: not only planning network security and implementing disaster recovery plans, but also such vital tasks as creating budgets, administering compliance, and managing staff. In particular, the book discusses business practices that are most critical to effective IT operations: recruiting, budgeting, resource planning, managing personnel, and working with vendor. This updated version includes expanded coverage on such critical IT management topics as security, disaster recovery, storage, government/regulatory compliance, and project management. Information is organized modularly so that instructors and students can delve directly into only the topics needed. Each chapter contains additional resources sections for books, articles, and websites relevant to that topic. It contains new material on key technology topics such as open source, outsourcing, offshoring, and handhelds, plus updated coverage of e-commerce, remote access, intranets, and LAN/WAN management. A completely updated and expanded second edition that provides practical, easily accessible management advice written specifically for new IT managers: · Brings you up to speed on those business practices most critical to effective IT operations: recruiting, budgeting, resource planning, managing personnel, and working with vendors. · Includes expanded coverage on such critical IT management topics as security, disaster recovery, storage, government/regulatory compliance, and project management.· Organizes information modularly so you can delve directly into only the topics that you need. · Provides a unique management perspective on those specific technical issues with the most significant business ramifications.· Includes new material on key technology topics such as open source, wireless, handhelds, outsourcing, offshoring, and operations, as well as updated coverage of e-commerce, remote access, intranets, and LAN/WAN management.
Author: Dione McBride
Publisher: Cengage Learning
ISBN:
Category : Business & Economics
Languages : en
Pages : 386
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Book Description
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.
Author: Bill Holtsnider
Publisher: Morgan Kaufmann
ISBN: 012375111X
Category : Computers
Languages : en
Pages : 391
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Book Description
IT Manager's Handbook: The Business Edition is a MUST-HAVE guide for the advancing technology professional who is looking to move up into a supervisory role, and is ideal for newly-promoted IT managers who needs to quickly understand their positions. It uses IT–related examples to discuss business topics and recognizes the ever-changing and growing demands of IT in today's world as well as how these demands impact those who work in the field. Specific attention is paid to the latest issues, including the challenges of dealing with a mobile and virtual workforce, managing Gen-X/Yers, and running an IT organization in a troubled economy. Rich with external references and written in-easy-to-read sections, IT Manager's Handbook: The Business Edition is the definitive manual to managing an IT department in today's corporate environment. - Focuses on Web 2.0 ideas and how they impact and play into today's organizations, so you can keep up on social networking, YouTube, web conferencing, instant messaging, Twitter, RSS Feeds, and other collaboration tools - Provides strategies on how to get employees to focus in the 24/7 data word - Discusses key IT topics in 'layman's terms' for business personnel who need to understand IT topics
Author: Leonardo Franco
Publisher: Springer Nature
ISBN: 3031637755
Category : Computational complexity
Languages : en
Pages : 458
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Book Description
Zusammenfassung: The 7-volume set LNCS 14832 - 14838 constitutes the proceedings of the 24th International Conference on Computational Science, ICCS 2024, which took place in Malaga, Spain, during July 2-4, 2024. The 155 full papers and 70 short papers included in these proceedings were carefully reviewed and selected from 430 submissions. They were organized in topical sections as follows: Part I: ICCS 2024 Main Track Full Papers; Part II: ICCS 2024 Main Track Full Papers; Part III: ICCS 2024 Main Track Short Papers; Advances in High-Performance Computational Earth Sciences: Numerical Methods, Frameworks and Applications; Artificial Intelligence and High-Performance Computing for Advanced Simulations; Part IV: Biomedical and Bioinformatics Challenges for Computer Science; Computational Health; Part V: Computational Optimization, Modelling, and Simulation; Generative AI and Large Language Models (LLMs) in Advancing Computational Medicine; Machine Learning and Data Assimilation for Dynamical Systems; Multiscale Modelling and Simulation; Part VI: Network Models and Analysis: From Foundations to Artificial Intelligence; Numerical Algorithms and Computer Arithmetic for Computational Science; Quantum Computing; Part VII: Simulations of Flow and Transport: Modeling, Algorithms and Computation; Smart Systems: Bringing Together Computer Vision, Sensor Networks, and Artificial Intelligence; Solving Problems with Uncertainties; Teaching Computational Science
