Author: Barbara Czegel
Publisher: John Wiley & Sons
ISBN: 1119177782
Category : Computers
Languages : en
Pages : 552
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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:
ISBN: 9781417625444
Category :
Languages : en
Pages :
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Book Description
The author, who is president of a firm that provides Help Desk training and seminars across Canada, provides a bible for Help desk analysts and staff members--either new or seasoned professionals--in their daily job requirements.
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: 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: 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: Program on Humanitarian Policy and Conflict Research
Publisher: Cambridge University Press
ISBN: 1316738353
Category : Law
Languages : en
Pages : 343
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Book Description
This book offers a portrait of the practice of monitoring, reporting, and fact-finding in the domain of human rights, international humanitarian law, and international criminal law. By analyzing the experiences of fifteen missions implemented over the course of the past decade, the book illuminates the key issues that these missions face and offers a roadmap for practitioners working on future missions. This book is the result of a five-year research study led by the Program on Humanitarian Policy and Conflict Research at Harvard University, Massachusetts. Based on extensive interviews conducted with fact-finding practitioners, this book consists of two parts. Part I offers a handbook that details methodological considerations for the design and implementation of fact-finding missions and commissions of inquiry. Part II - which consists of chapters written by scholars and practitioners - presents a more in-depth, scholarly examination of past fact-finding practices.
Author: Lytras, Miltiadis D.
Publisher: IGI Global
ISBN: 1599044854
Category : Business & Economics
Languages : en
Pages : 324
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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: Kurt Engelmann
Publisher: John Catt
ISBN: 1036005690
Category : Education
Languages : en
Pages : 435
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Book Description
Direct Instruction (DI) is a powerful instructional approach designed to ensure that students master critical skills and content required for more advanced learning. Although DI has existed since the late 1960s, there are many common misconceptions about the approach, its potential to enhance student learning and the way its proper implementation facilitates students' academic success. This book provides a systematic explanation of the Direct Instruction methodology and DI program design as it outlines a roadmap for teachers and school leaders on how to implement DI successfully. Divided into three main sections, the first section describes DI as a coherent and complete teaching-and-learning system that contrasts DI with lower case "di" or explicit instruction, which focuses on effective instructional delivery techniques. The second section provides a step-by-step guide to implementing DI. The third section is devoted to cautions about implementing DI. This section reinforces the notion that the physical possession of the DI curricula does not by itself lead to student success. Those who adopt DI need to ensure that it is implemented with fidelity for the benefit of their students who are reliant on them to provide them with the means to achieve their academic potential so they may lead healthy, productive lives.
