Author: Ed Bott
Publisher: Microsoft Press
ISBN: 0735696985
Category : Computers
Languages : en
Pages : 321
Book Description
Get a head start evaluating Windows 10--with technical insights from award-winning journalist and Windows expert Ed Bott. This guide introduces new features and capabilities, providing a practical, high-level overview for IT professionals ready to begin deployment planning now. This edition was written after the release of Windows 10 version 1511 in November 2015 and includes all of its enterprise-focused features. The goal of this book is to help you sort out what’s new in Windows 10, with a special emphasis on features that are different from the Windows versions you and your organization are using today, starting with an overview of the operating system, describing the many changes to the user experience, and diving deep into deployment and management tools where it’s necessary.
Introducing Windows 10 for IT Professionals
Author: Ed Bott
Publisher: Microsoft Press
ISBN: 0735696985
Category : Computers
Languages : en
Pages : 321
Book Description
Get a head start evaluating Windows 10--with technical insights from award-winning journalist and Windows expert Ed Bott. This guide introduces new features and capabilities, providing a practical, high-level overview for IT professionals ready to begin deployment planning now. This edition was written after the release of Windows 10 version 1511 in November 2015 and includes all of its enterprise-focused features. The goal of this book is to help you sort out what’s new in Windows 10, with a special emphasis on features that are different from the Windows versions you and your organization are using today, starting with an overview of the operating system, describing the many changes to the user experience, and diving deep into deployment and management tools where it’s necessary.
Publisher: Microsoft Press
ISBN: 0735696985
Category : Computers
Languages : en
Pages : 321
Book Description
Get a head start evaluating Windows 10--with technical insights from award-winning journalist and Windows expert Ed Bott. This guide introduces new features and capabilities, providing a practical, high-level overview for IT professionals ready to begin deployment planning now. This edition was written after the release of Windows 10 version 1511 in November 2015 and includes all of its enterprise-focused features. The goal of this book is to help you sort out what’s new in Windows 10, with a special emphasis on features that are different from the Windows versions you and your organization are using today, starting with an overview of the operating system, describing the many changes to the user experience, and diving deep into deployment and management tools where it’s necessary.
CompTIA A+ Rapid Review (Exam 220-801 and Exam 220-802)
Author: Darril Gibson
Publisher: Pearson Education
ISBN: 0735668450
Category : Computers
Languages : en
Pages : 500
Book Description
Assess your readiness for CompTIA A+ Exams 220-801 and 220-802—and quickly identify where you need to focus and practice. This practical, streamlined guide walks you through each exam objective, providing "need to know" checklists, review questions, tips, and links to further study—all designed to help bolster your preparation. Reinforce your exam prep with a Rapid Review of these objectives: Exam 220-801: PC Hardware Networking Laptops Printers Operational Procedures Exam 220-802: Operating Systems Security Mobile Devices Troubleshooting This book is an ideal complement to the in-depth training of the Microsoft Press Training Kit and other exam-prep resources for CompTIA A+ Exams 220-801 and 220-802.
Publisher: Pearson Education
ISBN: 0735668450
Category : Computers
Languages : en
Pages : 500
Book Description
Assess your readiness for CompTIA A+ Exams 220-801 and 220-802—and quickly identify where you need to focus and practice. This practical, streamlined guide walks you through each exam objective, providing "need to know" checklists, review questions, tips, and links to further study—all designed to help bolster your preparation. Reinforce your exam prep with a Rapid Review of these objectives: Exam 220-801: PC Hardware Networking Laptops Printers Operational Procedures Exam 220-802: Operating Systems Security Mobile Devices Troubleshooting This book is an ideal complement to the in-depth training of the Microsoft Press Training Kit and other exam-prep resources for CompTIA A+ Exams 220-801 and 220-802.
MCSA Windows Server 2016 Study Guide: Exam 70-740
Author: William Panek
Publisher: John Wiley & Sons
ISBN: 1119359473
Category : Computers
Languages : en
Pages : 478
Book Description
The bestselling MCSA 70-740 study guide, updated for the latest exam MCSA Windows Server 2016 Study Guide is your ultimate resource for Exam 70-740. Covering 100% of all exam objectives, this study guide goes far beyond concept review with real-world scenarios containing expert insights, chapter review questions, hands-on practice exercises while the Sybex interactive learning environment provides additional last minute review through practice exams, electronic flashcards, and searchable glossary. This new edition has been fully updated to align with the Windows Server 2016 exam, featuring authoritative coverage of installation, configuration, server roles, Hyper-V, core network services, Active Directory, Group Policy, security, remote access, disaster recovery, and more. The vast majority of servers around the world use Windows Server, and the 2016 release includes a host of new features and updates. This study guide has been updated to prepare you for these changes so you can be confident on exam day and beyond. Study 100% of Exam 70-740 objectives Gain hands-on practice performing critical tasks Link concept to practice through real-world scenarios Access to the Sybex interactive learning environment Whether you want to sit for the exam, or simply improve your job performance, this Sybex study guide will give you the expert insight to learn the key concepts and latest updates to Windows Server 2016.
Publisher: John Wiley & Sons
ISBN: 1119359473
Category : Computers
Languages : en
Pages : 478
Book Description
The bestselling MCSA 70-740 study guide, updated for the latest exam MCSA Windows Server 2016 Study Guide is your ultimate resource for Exam 70-740. Covering 100% of all exam objectives, this study guide goes far beyond concept review with real-world scenarios containing expert insights, chapter review questions, hands-on practice exercises while the Sybex interactive learning environment provides additional last minute review through practice exams, electronic flashcards, and searchable glossary. This new edition has been fully updated to align with the Windows Server 2016 exam, featuring authoritative coverage of installation, configuration, server roles, Hyper-V, core network services, Active Directory, Group Policy, security, remote access, disaster recovery, and more. The vast majority of servers around the world use Windows Server, and the 2016 release includes a host of new features and updates. This study guide has been updated to prepare you for these changes so you can be confident on exam day and beyond. Study 100% of Exam 70-740 objectives Gain hands-on practice performing critical tasks Link concept to practice through real-world scenarios Access to the Sybex interactive learning environment Whether you want to sit for the exam, or simply improve your job performance, this Sybex study guide will give you the expert insight to learn the key concepts and latest updates to Windows Server 2016.
Windows Server 2012 Security from End to Edge and Beyond
Author: Yuri Diogenes
Publisher: Newnes
ISBN: 1597499811
Category : Computers
Languages : en
Pages : 543
Book Description
Windows Server 2012 Security from End to Edge and Beyond shows you how to architect, design, plan, and deploy Microsoft security technologies for Windows 8/Server 2012 in the enterprise. The book covers security technologies that apply to both client and server and enables you to identify and deploy Windows 8 security features in your systems based on different business and deployment scenarios. The book is a single source for learning how to secure Windows 8 in many systems, including core, endpoint, and anywhere access. Authors Tom Shinder and Yuri Diogenes, both Microsoft employees, bring you insider knowledge of the Windows 8 platform, discussing how to deploy Windows security technologies effectively in both the traditional datacenter and in new cloud-based solutions. With this book, you will understand the conceptual underpinnings of Windows 8 security and how to deploy these features in a test lab and in pilot and production environments. The book's revolutionary "Test Lab Guide" approach lets you test every subject in a predefined test lab environment. This, combined with conceptual and deployment guidance, enables you to understand the technologies and move from lab to production faster than ever before. Critical material is also presented in key concepts and scenario-based approaches to evaluation, planning, deployment, and management. Videos illustrating the functionality in the Test Lab can be downloaded from the authors' blog http://blogs.technet.com.b.security_talk/. Each chapter wraps up with a bullet list summary of key concepts discussed in the chapter. - Provides practical examples of how to design and deploy a world-class security infrastructure to protect both Windows 8 and non-Microsoft assets on your system - Written by two Microsoft employees who provide an inside look at the security features of Windows 8 - Test Lab Guides enable you to test everything before deploying live to your system
Publisher: Newnes
ISBN: 1597499811
Category : Computers
Languages : en
Pages : 543
Book Description
Windows Server 2012 Security from End to Edge and Beyond shows you how to architect, design, plan, and deploy Microsoft security technologies for Windows 8/Server 2012 in the enterprise. The book covers security technologies that apply to both client and server and enables you to identify and deploy Windows 8 security features in your systems based on different business and deployment scenarios. The book is a single source for learning how to secure Windows 8 in many systems, including core, endpoint, and anywhere access. Authors Tom Shinder and Yuri Diogenes, both Microsoft employees, bring you insider knowledge of the Windows 8 platform, discussing how to deploy Windows security technologies effectively in both the traditional datacenter and in new cloud-based solutions. With this book, you will understand the conceptual underpinnings of Windows 8 security and how to deploy these features in a test lab and in pilot and production environments. The book's revolutionary "Test Lab Guide" approach lets you test every subject in a predefined test lab environment. This, combined with conceptual and deployment guidance, enables you to understand the technologies and move from lab to production faster than ever before. Critical material is also presented in key concepts and scenario-based approaches to evaluation, planning, deployment, and management. Videos illustrating the functionality in the Test Lab can be downloaded from the authors' blog http://blogs.technet.com.b.security_talk/. Each chapter wraps up with a bullet list summary of key concepts discussed in the chapter. - Provides practical examples of how to design and deploy a world-class security infrastructure to protect both Windows 8 and non-Microsoft assets on your system - Written by two Microsoft employees who provide an inside look at the security features of Windows 8 - Test Lab Guides enable you to test everything before deploying live to your system
Mastering Microsoft Exchange Server 2016
Author: Clifton Leonard
Publisher: John Wiley & Sons
ISBN: 1119232074
Category : Computers
Languages : en
Pages : 997
Book Description
A bestselling Exchange Server guide, updated for the 2016 release Mastering Microsoft Exchange Server 2016 is the gold-standard reference for system administrators and first-time users alike. Fully updated to align with the latest release, this expert-led guide provides comprehensive coverage and easy-to-follow tutorials for all aspects of Exchange Server installation, configuration, and management. Whether you're migrating from an earlier version or installing Exchange Server for the first time, this book gives you quick access to the answers you need. Step-by-step instructions walk you through planning and design, installation, administration and management, maintenance, and more, so you can get up to speed quickly and get back to work. With a focus on the hands-on details, the Microsoft Certified Masters author team provides practical insight and invaluable guidance on every aspect of Exchange Server 2016, from mastering the basics to leveraging new features. Microsoft Exchange allows access to e-mail, voicemail, and calendars at any time, from almost any device. The 2016 release is designed specifically to appeal to enterprises; if you've been tasked with the implementation, this guide has the information you need. Get up to speed with the latest changes and features Understand server configurations, requirements, installation, and migration Manage mailboxes, groups, connectivity, and the client access server Troubleshoot common issues efficiently and effectively Exchange Server 2016 shifts even more control to the user, freeing administrators to perform more critical tasks. Beefed-up architecture and more centralized functions have eased configuration and upgrades, and a robust cloud implementation is expected to draw enterprises sooner rather than later. Systems administrators need to become familiar with the latest changes, and Mastering Microsoft Exchange Server 2016 is the ultimate reference and tutorial.
Publisher: John Wiley & Sons
ISBN: 1119232074
Category : Computers
Languages : en
Pages : 997
Book Description
A bestselling Exchange Server guide, updated for the 2016 release Mastering Microsoft Exchange Server 2016 is the gold-standard reference for system administrators and first-time users alike. Fully updated to align with the latest release, this expert-led guide provides comprehensive coverage and easy-to-follow tutorials for all aspects of Exchange Server installation, configuration, and management. Whether you're migrating from an earlier version or installing Exchange Server for the first time, this book gives you quick access to the answers you need. Step-by-step instructions walk you through planning and design, installation, administration and management, maintenance, and more, so you can get up to speed quickly and get back to work. With a focus on the hands-on details, the Microsoft Certified Masters author team provides practical insight and invaluable guidance on every aspect of Exchange Server 2016, from mastering the basics to leveraging new features. Microsoft Exchange allows access to e-mail, voicemail, and calendars at any time, from almost any device. The 2016 release is designed specifically to appeal to enterprises; if you've been tasked with the implementation, this guide has the information you need. Get up to speed with the latest changes and features Understand server configurations, requirements, installation, and migration Manage mailboxes, groups, connectivity, and the client access server Troubleshoot common issues efficiently and effectively Exchange Server 2016 shifts even more control to the user, freeing administrators to perform more critical tasks. Beefed-up architecture and more centralized functions have eased configuration and upgrades, and a robust cloud implementation is expected to draw enterprises sooner rather than later. Systems administrators need to become familiar with the latest changes, and Mastering Microsoft Exchange Server 2016 is the ultimate reference and tutorial.
Exam Ref MCSE 70-413
Author: Steve Suehring
Publisher: Pearson Education
ISBN: 0735673632
Category : Computers
Languages : en
Pages : 395
Book Description
Prepare for Exam 70-413—and help demonstrate your real-world mastery of enterprise server design and implementation. Designed for experienced, MCSA-certified professionals ready to advance their status—Exam Ref focuses on the critical-thinking and decision-making acumen needed for success at the MCSE level. Optimize your exam-prep by focusing on the expertise needed to: Plan and Deploy a Server Infrastructure Design and Implement Network Infrastructure Services Design and Implement Network Access Services Design and Implement an Active Directory Infrastructure (Logical) Design and Implement an Active Directory Infrastructure (Physical)
Publisher: Pearson Education
ISBN: 0735673632
Category : Computers
Languages : en
Pages : 395
Book Description
Prepare for Exam 70-413—and help demonstrate your real-world mastery of enterprise server design and implementation. Designed for experienced, MCSA-certified professionals ready to advance their status—Exam Ref focuses on the critical-thinking and decision-making acumen needed for success at the MCSE level. Optimize your exam-prep by focusing on the expertise needed to: Plan and Deploy a Server Infrastructure Design and Implement Network Infrastructure Services Design and Implement Network Access Services Design and Implement an Active Directory Infrastructure (Logical) Design and Implement an Active Directory Infrastructure (Physical)
Training Guide Administering Windows Server 2012 R2 (MCSA)
Author: Orin Thomas
Publisher: Microsoft Press
ISBN: 013397989X
Category : Computers
Languages : en
Pages : 699
Book Description
Fully updated for Windows Server 2012 R2! Designed to help enterprise administrators develop real-world, job-role-specific skills - this Training Guide focuses on core infrastructure administration for Windows Server 2012 R2. Build hands-on expertise through a series of lessons, exercises, and suggested practices - and help maximize your performance on the job. This Microsoft Training Guide: Focuses on job-role-specific expertise for core infrastructure administration tasks Fully updated for Windows Server 2012 R2, including new practices Provides in-depth, hands-on training you take at your own pace Creates a foundation of skills which, along with on-the-job experience, can be measured by Microsoft Certification exams such as 70-411 Topics include: Deploying and updating Windows Server 2012 R2 Managing account policies and service accounts Configuring name resolution Administering Active Directory Managing Group Policy application and infrastructure Configuring Group Policy settings and preferences Administering network policies Administering remote access Managing file services Monitoring and auditing Windows Server 2012 R2
Publisher: Microsoft Press
ISBN: 013397989X
Category : Computers
Languages : en
Pages : 699
Book Description
Fully updated for Windows Server 2012 R2! Designed to help enterprise administrators develop real-world, job-role-specific skills - this Training Guide focuses on core infrastructure administration for Windows Server 2012 R2. Build hands-on expertise through a series of lessons, exercises, and suggested practices - and help maximize your performance on the job. This Microsoft Training Guide: Focuses on job-role-specific expertise for core infrastructure administration tasks Fully updated for Windows Server 2012 R2, including new practices Provides in-depth, hands-on training you take at your own pace Creates a foundation of skills which, along with on-the-job experience, can be measured by Microsoft Certification exams such as 70-411 Topics include: Deploying and updating Windows Server 2012 R2 Managing account policies and service accounts Configuring name resolution Administering Active Directory Managing Group Policy application and infrastructure Configuring Group Policy settings and preferences Administering network policies Administering remote access Managing file services Monitoring and auditing Windows Server 2012 R2
Training Guide Configuring Advanced Windows Server 2012 R2 Services (MCSA)
Author: Orin Thomas
Publisher: Microsoft Press
ISBN: 0133967093
Category : Computers
Languages : en
Pages : 753
Book Description
Fully updated for Windows Server 2012 R2! Designed to help enterprise administrators develop real-world, job-role-specific skills - this Training Guide focuses on configuration of advanced services in Windows Server 2012 R2. Build hands-on expertise through a series of lessons, exercises, and suggested practices - and help maximize your performance on the job. This Microsoft Training Guide: Focuses on job-role-specific expertise for advanced configuration tasks Fully updated for Windows Server 2012 R2, including new practices Provides in-depth, hands-on training you take at your own pace Creates a foundation of skills which, along with on-the-job experience, can be measured by Microsoft Certification exams such as 70-412 Topics include: Advanced Active Directory Infrastructure Active Directory Sites and Replication Advanced DHCP and DNS Active Directory Certificate Services Backup and Recovery Advanced File Services and Storage High Availability Site Resilience Dynamic Access Control and Active Directory Rights Management Services Active Directory Federation Services
Publisher: Microsoft Press
ISBN: 0133967093
Category : Computers
Languages : en
Pages : 753
Book Description
Fully updated for Windows Server 2012 R2! Designed to help enterprise administrators develop real-world, job-role-specific skills - this Training Guide focuses on configuration of advanced services in Windows Server 2012 R2. Build hands-on expertise through a series of lessons, exercises, and suggested practices - and help maximize your performance on the job. This Microsoft Training Guide: Focuses on job-role-specific expertise for advanced configuration tasks Fully updated for Windows Server 2012 R2, including new practices Provides in-depth, hands-on training you take at your own pace Creates a foundation of skills which, along with on-the-job experience, can be measured by Microsoft Certification exams such as 70-412 Topics include: Advanced Active Directory Infrastructure Active Directory Sites and Replication Advanced DHCP and DNS Active Directory Certificate Services Backup and Recovery Advanced File Services and Storage High Availability Site Resilience Dynamic Access Control and Active Directory Rights Management Services Active Directory Federation Services
Mastering Windows Server 2016
Author: Jordan Krause
Publisher: Packt Publishing Ltd
ISBN: 1785881450
Category : Computers
Languages : en
Pages : 417
Book Description
A comprehensive and practical guide to Windows Server 2016 About This Book In-depth coverage of new features of Windows Server 2016 Gain the necessary skills and knowledge to design and implement Microsoft Server 2016 in enterprise environment Know how you can support your medium to large enterprise and leverage your experience in administering Microsoft Server 2016, A practical guide to administering Windows server 2016 Who This Book Is For The book is targeted at System Administrators and IT professionals who would like to design and deploy Windows Server 2016 (physical and logical) Enterprise infrastructure. Previous experience of Windows Server operating systems and familiarity with networking concepts is assumed. System administrators who are upgrading or migrating to Windows Server 2016 would also find this book useful. What You Will Learn Familiarize yourself with Windows Server 2016 ideology, the core of most datacenters running today New functions and benefits provided only by the new Windows Server 2016 Get comfortable working with Nanoserver Secure your network with new technologies in Server 2016 Harden your Windows Servers to help keep those bad guys out! Using new built-in integration for Docker with this latest release of Windows Server 2016 Virtualize your datacenter with Hyper-V In Detail Windows Server 2016 is the server operating system developed by Microsoft as part of the Windows NT family of operating systems, developed concurrently with Windows 10. With Windows Server 2016, Microsoft has gotten us thinking outside of the box for what it means to be a system administration, and comes with some interesting new capabilities. These are exciting times to be or to become a server administrator! This book covers all aspects of administration level tasks and activities required to gain expertise in Microsoft Windows Server 2016. You will begin by getting familiar and comfortable navigating around in the interface. Next, you will learn to install and manage Windows Server 2016 and discover some tips for adapting to the new server management ideology that is all about centralized monitoring and configuration. You will deep dive into core Microsoft infrastructure technologies that the majority of companies are going to run on Server 2016. Core technologies such as Active Directory, DNS, DHCP, Certificate Services, File Services, and more. We will talk about networking in this new operating system, giving you a networking toolset that is useful for everyday troubleshooting and maintenance. Also discussed is the idea of Software Defined Networking. You will later walk through different aspects of certificate administration in Windows Server 2016. Three important and crucial areas to cover in the Remote Access role -- DirectAccess, VPN, and the Web Application Proxy -- are also covered. You will then move into security functions and benefits that are available in Windows Server 2016. Also covered is the brand new and all-important Nano Server! We will incorporate PowerShell as a central platform for performing many of the functions that are discussed in this book, including a chapter dedicated to the new PowerShell 5.0. Additionally, you will learn about the new built-in integration for Docker with this latest release of Windows Server 2016. The book ends with a discussion and information on virtualizing your datacenter with Hyper-V. By the end of this book, you will have all the ammunition required to start planning for and implementing Windows Server 2016. Style and approach This book offers a practical and wide coverage of all features of brand new Microsoft Server 2016 along with tips on daily administration tasks.
Publisher: Packt Publishing Ltd
ISBN: 1785881450
Category : Computers
Languages : en
Pages : 417
Book Description
A comprehensive and practical guide to Windows Server 2016 About This Book In-depth coverage of new features of Windows Server 2016 Gain the necessary skills and knowledge to design and implement Microsoft Server 2016 in enterprise environment Know how you can support your medium to large enterprise and leverage your experience in administering Microsoft Server 2016, A practical guide to administering Windows server 2016 Who This Book Is For The book is targeted at System Administrators and IT professionals who would like to design and deploy Windows Server 2016 (physical and logical) Enterprise infrastructure. Previous experience of Windows Server operating systems and familiarity with networking concepts is assumed. System administrators who are upgrading or migrating to Windows Server 2016 would also find this book useful. What You Will Learn Familiarize yourself with Windows Server 2016 ideology, the core of most datacenters running today New functions and benefits provided only by the new Windows Server 2016 Get comfortable working with Nanoserver Secure your network with new technologies in Server 2016 Harden your Windows Servers to help keep those bad guys out! Using new built-in integration for Docker with this latest release of Windows Server 2016 Virtualize your datacenter with Hyper-V In Detail Windows Server 2016 is the server operating system developed by Microsoft as part of the Windows NT family of operating systems, developed concurrently with Windows 10. With Windows Server 2016, Microsoft has gotten us thinking outside of the box for what it means to be a system administration, and comes with some interesting new capabilities. These are exciting times to be or to become a server administrator! This book covers all aspects of administration level tasks and activities required to gain expertise in Microsoft Windows Server 2016. You will begin by getting familiar and comfortable navigating around in the interface. Next, you will learn to install and manage Windows Server 2016 and discover some tips for adapting to the new server management ideology that is all about centralized monitoring and configuration. You will deep dive into core Microsoft infrastructure technologies that the majority of companies are going to run on Server 2016. Core technologies such as Active Directory, DNS, DHCP, Certificate Services, File Services, and more. We will talk about networking in this new operating system, giving you a networking toolset that is useful for everyday troubleshooting and maintenance. Also discussed is the idea of Software Defined Networking. You will later walk through different aspects of certificate administration in Windows Server 2016. Three important and crucial areas to cover in the Remote Access role -- DirectAccess, VPN, and the Web Application Proxy -- are also covered. You will then move into security functions and benefits that are available in Windows Server 2016. Also covered is the brand new and all-important Nano Server! We will incorporate PowerShell as a central platform for performing many of the functions that are discussed in this book, including a chapter dedicated to the new PowerShell 5.0. Additionally, you will learn about the new built-in integration for Docker with this latest release of Windows Server 2016. The book ends with a discussion and information on virtualizing your datacenter with Hyper-V. By the end of this book, you will have all the ammunition required to start planning for and implementing Windows Server 2016. Style and approach This book offers a practical and wide coverage of all features of brand new Microsoft Server 2016 along with tips on daily administration tasks.
Effective Help Desk Specialist Skills
Author: Darril Gibson
Publisher: Pearson IT Certification
ISBN: 0133571858
Category : Computers
Languages : en
Pages : 450
Book Description
All of today’s help desk support skills, in one easy-to-understand book The perfect beginner’s guide: No help desk or support experience necessary Covers both “soft” personal skills and “hard” technical skills Explains the changing role of help desk professionals in the modern support center Today, everyone depends on technology–and practically everyone needs help to use it well. Organizations deliver that assistance through help desks. This guide brings together all the knowledge you need to succeed in any help desk or technical support role, prepare for promotion, and succeed with the support-related parts of other IT jobs. Leading technology instructor Darril Gibson tours the modern help desk, explains what modern support professionals really do, and fully covers both of the skill sets you’ll need: technical and personal. In clear and simple language, he discusses everything from troubleshooting specific problems to working with difficult users. You’ll even learn how to manage a help desk, so it works better and delivers more value. Coverage includes: • How the modern help desk has evolved • Understanding your users’ needs, goals, and attitudes • Walking through the typical help desk call • Communicating well: listening actively and asking better questions • Improving interactions and handling difficult situations • Developing positive attitudes, and “owning” the problem • Managing your time and stress • Supporting computers, networks, smartphones, and tablets • Finding the technical product knowledge you need • Protecting the security of your users, information, and devices • Defining, diagnosing, and solving problems, step by step • Writing it up: from incident reports to documentation • Working in teams to meet the goals of the business • Using ITIL to improve the services you provide • Calculating help desk costs, benefits, value, and performance • Taking control of your support career Powerful features make it easier to learn about help desk careers! • Clear introductions describe the big ideas and show how they fit with what you’ve already learned • Specific chapter objectives tell you exactly what you need to learn • Key Terms lists help you identify important terms and a complete Glossary helps you understand them • Author’s Notes and On The Side features help you go deeper into the topic if you want to • Chapter Review tools and activities help you make sure you’ve learned the material Exclusive Mind Mapping activities! • Organize important ideas visually–in your mind, in your words • Learn more, remember more • Understand how different ideas fit together
Publisher: Pearson IT Certification
ISBN: 0133571858
Category : Computers
Languages : en
Pages : 450
Book Description
All of today’s help desk support skills, in one easy-to-understand book The perfect beginner’s guide: No help desk or support experience necessary Covers both “soft” personal skills and “hard” technical skills Explains the changing role of help desk professionals in the modern support center Today, everyone depends on technology–and practically everyone needs help to use it well. Organizations deliver that assistance through help desks. This guide brings together all the knowledge you need to succeed in any help desk or technical support role, prepare for promotion, and succeed with the support-related parts of other IT jobs. Leading technology instructor Darril Gibson tours the modern help desk, explains what modern support professionals really do, and fully covers both of the skill sets you’ll need: technical and personal. In clear and simple language, he discusses everything from troubleshooting specific problems to working with difficult users. You’ll even learn how to manage a help desk, so it works better and delivers more value. Coverage includes: • How the modern help desk has evolved • Understanding your users’ needs, goals, and attitudes • Walking through the typical help desk call • Communicating well: listening actively and asking better questions • Improving interactions and handling difficult situations • Developing positive attitudes, and “owning” the problem • Managing your time and stress • Supporting computers, networks, smartphones, and tablets • Finding the technical product knowledge you need • Protecting the security of your users, information, and devices • Defining, diagnosing, and solving problems, step by step • Writing it up: from incident reports to documentation • Working in teams to meet the goals of the business • Using ITIL to improve the services you provide • Calculating help desk costs, benefits, value, and performance • Taking control of your support career Powerful features make it easier to learn about help desk careers! • Clear introductions describe the big ideas and show how they fit with what you’ve already learned • Specific chapter objectives tell you exactly what you need to learn • Key Terms lists help you identify important terms and a complete Glossary helps you understand them • Author’s Notes and On The Side features help you go deeper into the topic if you want to • Chapter Review tools and activities help you make sure you’ve learned the material Exclusive Mind Mapping activities! • Organize important ideas visually–in your mind, in your words • Learn more, remember more • Understand how different ideas fit together