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Author: Barbara Czegel
Publisher: John Wiley & Sons
ISBN: 1119177782
Category : Computers
Languages : en
Pages : 414
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Book Description
Your complete guide to surviving and thriving as a Help Desk practitioner Help Desk Practitioner's Handbook The only book to address the unique concerns of the huge and growing number of Help Desk analysts, this is your complete guide to becoming a more effective communicator and problem-solver and deriving greater satisfaction from your job. Barbara Czegel, North America's most well-known expert on Help Desk support services and training, uses dozens of fascinating scenarios and real-world examples to illustrate the right (and wrong) ways to handle virtually every situation you can encounter. She arms you with an arsenal of proven tools of the trade, including: * Eleven effective listening habits that improve your ability to solve problems * Techniques for increasing the speed and accuracy of problem resolution * Early warning systems and layered strategies for problem control * Tools for reducing calls and eliminating problems before they occur * A simple, step-by-step process for doing cost justifications * Methods for turning Help Desk interactions into marketing opportunities Visit our Web site at www.wiley.com/compbooks/
Author: Barbara Czegel
Publisher: John Wiley & Sons
ISBN: 1119177782
Category : Computers
Languages : en
Pages : 414
Get Book Here
Book Description
Your complete guide to surviving and thriving as a Help Desk practitioner Help Desk Practitioner's Handbook The only book to address the unique concerns of the huge and growing number of Help Desk analysts, this is your complete guide to becoming a more effective communicator and problem-solver and deriving greater satisfaction from your job. Barbara Czegel, North America's most well-known expert on Help Desk support services and training, uses dozens of fascinating scenarios and real-world examples to illustrate the right (and wrong) ways to handle virtually every situation you can encounter. She arms you with an arsenal of proven tools of the trade, including: * Eleven effective listening habits that improve your ability to solve problems * Techniques for increasing the speed and accuracy of problem resolution * Early warning systems and layered strategies for problem control * Tools for reducing calls and eliminating problems before they occur * A simple, step-by-step process for doing cost justifications * Methods for turning Help Desk interactions into marketing opportunities Visit our Web site at www.wiley.com/compbooks/
Author: Alan Calder
Publisher: IT Governance Ltd
ISBN: 190535603X
Category : Business & Economics
Languages : en
Pages : 168
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Book Description
A practical, relevant manual to IT governance This book is essential if you're serious about making you IT governance practices add value. It reviews the strengths and weaknesses of the leading frameworks - including COSO, CoBIT, ITIL, ISO15000, ISO17799, AS8015 and GAISP - in the context of competitiveness, corporate governance demands and regulatory requirements. Aimed squarely at IT governance practitioners (including board members, owners, directors, partners, senior executives, IT managers, governance practioners, professional advisers, project managers, process owners, and intelligent people in public and private sector organisations everywhere) - IT Governance Today is a comprehensive snapshot of IT governance in the corporate world today. An integrated IT governance model IT governance is a board-led management framework - not a software 'solution' or a single, proprietary framework - for making IT an integrated, value-adding part of the business. IT Governance Today: A Practitione'rs Handbook proposes an integrated IT governance model that pulls together the key components of these frameworks into a single integrated model that overcomes the limitations of each, and creates a comprehensive tool that is truly capable of generating long-term business value. An overview of modern IT governance The book contains a substantial chapter on the role of the Chief Information Office (CIO), and an optimum management structure (including Chief Knowledge Office (CKO), Chief Technology Officer (CTO) and Chief Information Security Officer (CISO), etc.) for the IT department that brings together all the key roles and responsibilities. Additional topics covered by this book include: IT Balanced Scorecard the Baldridge criteria capability maturity models (including CMMI and OPM3) the Zachman Framework for enterprise architecture project governance (including portfolio management, OPM3 and agile project management methodologies) operational risk and risk management frameworks such as Basel2 and the Treadway Commission's ERM financial concepts in the IT environment such as ROI and TCO IT performance optimisation IT audit Read this eBook today to get a grip on the concepts of IT governance.
Author: Bill Holtsnider
Publisher: Morgan Kaufmann
ISBN: 9781558606463
Category : Business & Economics
Languages : en
Pages : 376
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Book Description
Provides a guide to help create budgets, manage projects, evaluate technology, and hire and motivate personnel.
Author: Renu Rajani
Publisher: Packt Publishing Ltd
ISBN: 1788290593
Category : Computers
Languages : en
Pages : 350
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Book Description
Gain insights into the latest technology and business trends within testing domains About This Book This book covers the latest trends that every Testing and QA professional should keep up-to-date with given the advancements in digital technologies. Master cutting-edge testing techniques for emerging areas such as IOT, Machine Learning, Cognitive. Best practices for Testing and Quality Assurance within several industry domains. Who This Book Is For This book is targeted at those working in the QA and Testing areas. The book does not cover testing basics, which QA professional are already familiar with—for example, writing a test plan or test case, and so on. What You Will Learn Understand the TCOE model, managed services, the structure of testing in Agile/DevOps engagements, factory models, and crowdsourcing Implement testing processes, practices, and automation tools in the Agile/DevOps life cycle Adapt to current technologies in social media, mobile, analytics and the Cloud Leverage cognitive intelligence/machine-learning, robotics, and the Internet of Things in testing How key industries/domains (consumer products and retail, energy and utilities, healthcare, telecom, and automotive) adapt to digital transformation Future directions for the QA industry, consulting careers, testing profession, and professionals In Detail The book is based on the author`s experience in leading and transforming large test engagements and architecting solutions for customer testing requirements/bids/problem areas. It targets the testing practitioner population and provides them with a single go-to place to find perspectives, practices, trends, tools, and solutions to test applications as they face the evolving digital world. This book is divided into five parts where each part explores different aspects of testing in the real world. The first module explains the various testing engagement models. You will then learn how to efficiently test code in different life cycles. The book discusses the different aspects of Quality Analysis consideration while testing social media, mobile, analytics, and the Cloud. In the last module, you will learn about futuristic technologies to test software. By the end of the book, you will understand the latest business and IT trends in digital transformation and learn the best practices to adopt for business assurance. Style and approach This book is a compilation of the latest business and IT trends in digital transformation & Tools and Best Practices that QA professionals need to adopt for business assurance.
Author: Lytras, Miltiadis D.
Publisher: IGI Global
ISBN: 1599044854
Category : Business & Economics
Languages : en
Pages : 346
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Book Description
"This book presents an alternative view to ubiquitous and pervasive knowledge, architectural frameworks, and methodological issues, and introduces some of the major techniques and tools developed in the domain of ontology building, analysis, and semantic Web"--Provided by publisher.
Author: Mark Eaton
Publisher: Kogan Page Publishers
ISBN: 0749467746
Category : Business & Economics
Languages : en
Pages : 328
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Book Description
The Lean Practitioner's Handbook bridges the gap between the tools and concepts of Lean and the practical use of the tools. It offers a practical, easily accessible resource for anyone preparing for, implementing or evaluating lean activities covering key areas such as: aspects of a Lean Programme; scoping a programme; value stream mapping; 2P and 3P events; Rapid Improvement Events; managing for daily improvement; engaging the team; spotting problems and communicating progress. In addition, it offers a quick snapshot summary of the key tool and concepts of Lean plus easily applicable templates. Online supporting resources for this book include instructor's manuals on communications, events and standard work, templates for problem-solving and tables such as event summaries
Author: Ward Farnsworth
Publisher:
ISBN: 9781567926859
Category : Philosophy
Languages : en
Pages : 264
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Book Description
"The Socratic method is one of the timeless inventions of the ancient world. It is a path to wisdom and a way to think more intelligently about questions large or small. It is a technique for teaching others and for talking to yourself. It is an antidote to stupidity, to irrationality, and to social media. It is easy to understand but challenging to master. It is useful for everyone. This book explains the Socratic method in detail: what it is, where it came from, and how to carry it out. The chapters teach the elements of the method step by step with examples from Plato's dialogues. They illustrate how to create Socratic questions of your own. They show how the teachings of Socrates produced the philosophies of Stoicism and Skepticism. The book also explains how the Socratic method can be put to work in the classroom, and it offers Socratic rules of engagement for talking about politics and other hard things. The Socratic Method is a complete guide to the practical use of a great idea"--
Author: American Bar Association. House of Delegates
Publisher: American Bar Association
ISBN: 9781590318737
Category : Law
Languages : en
Pages : 216
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Book Description
The Model Rules of Professional Conduct provides an up-to-date resource for information on legal ethics. Federal, state and local courts in all jurisdictions look to the Rules for guidance in solving lawyer malpractice cases, disciplinary actions, disqualification issues, sanctions questions and much more. In this volume, black-letter Rules of Professional Conduct are followed by numbered Comments that explain each Rule's purpose and provide suggestions for its practical application. The Rules will help you identify proper conduct in a variety of given situations, review those instances where discretionary action is possible, and define the nature of the relationship between you and your clients, colleagues and the courts.
Author: Darril Gibson
Publisher: Pearson IT Certification
ISBN: 0133571858
Category : Computers
Languages : en
Pages : 450
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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
Author: The Open Group
Publisher: Van Haren
ISBN: 9401808732
Category : Architecture
Languages : en
Pages : 179
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Book Description
#html-body [data-pb-style=W1T2LUK]{justify-content:flex-start;display:flex;flex-direction:column;background-position:left top;background-size:cover;background-repeat:no-repeat;background-attachment:scroll}This document is a TOGAF Series Guide: A Practitioners’ Approach to Developing Enterprise Architecture Following the TOGAF ADM. It has been developed and approved by The Open Group, and is part of the TOGAF Standard, 10th Edition. Designed to help the Practitioner, it provides guidance on using the TOGAF framework to develop, maintain, and use an Enterprise Architecture. It is a companion to the TOGAF framework and is intended to bring the concepts and generic constructs in the TOGAF framework to life. It puts forward an approach to develop, maintain, and use an Enterprise Architecture that aligns to a set of requirements and expectations of the stakeholders, and enables predictable value creation. This document: Introduces key topics of concern Describes the TOGAF Standard concepts related to the topic Shows how it is related to developing, maintaining, and using an EA Discusses what the Practitioner needs to know Describes what the Practitioner should do with this knowledge It covers the following topics: An introduction to the topic, including how to use this guide with the TOGAF framework and definitions Guidance on Enterprise Architecture, including what it is and what it is used for Coordinating EA development across the EA Landscape and business cycle Using the ADM to develop an Enterprise Architecture Guidance on using an Enterprise Architecture Guidance on maintaining an Enterprise Architecture
