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Author: Donna Knapp
Publisher: Cengage Learning
ISBN: 9781285063454
Category : Computers
Languages : en
Pages : 0
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Book Description
Translate technical expertise into an effective career in computer user support with the help of Knapp's A GUIDE TO SERVICE DESK CONCEPTS, 4E. This trusted, contemporary guide introduces the latest developments, research, resources and trends as they happen in computer user support. Readers explore the various types of service desks and gain a solid understanding of the diverse roles and skills required. This edition also reviews the processes and technologies that ensure the service desk is operating efficiently and examines how today's leading organizations measure service desk success. The author references the very latest ITIL 2011 best practices, leading quality and IT service management frameworks and standards to ensure this edition presents the most recent information regarding the role of outsourcing and certification in the service desk. New case studies and case projects provide on-the-job practice, while updated chapters highlight the evolving role of the service desk to relationship managers and how technology trends, such as cloud computing, virtualization, mobile technology and consumerization, are impacting the service desk. New material also examines the current emphasis on self-help and the effects of self-healing capabilities within newer generation technologies. A GUIDE TO SERVICE DESK CONCEPTS, 4E provides the overview needed for success in computer user support today. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.
Author: Donna Knapp
Publisher: Cengage Learning
ISBN: 9781285063454
Category : Computers
Languages : en
Pages : 0
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Book Description
Translate technical expertise into an effective career in computer user support with the help of Knapp's A GUIDE TO SERVICE DESK CONCEPTS, 4E. This trusted, contemporary guide introduces the latest developments, research, resources and trends as they happen in computer user support. Readers explore the various types of service desks and gain a solid understanding of the diverse roles and skills required. This edition also reviews the processes and technologies that ensure the service desk is operating efficiently and examines how today's leading organizations measure service desk success. The author references the very latest ITIL 2011 best practices, leading quality and IT service management frameworks and standards to ensure this edition presents the most recent information regarding the role of outsourcing and certification in the service desk. New case studies and case projects provide on-the-job practice, while updated chapters highlight the evolving role of the service desk to relationship managers and how technology trends, such as cloud computing, virtualization, mobile technology and consumerization, are impacting the service desk. New material also examines the current emphasis on self-help and the effects of self-healing capabilities within newer generation technologies. A GUIDE TO SERVICE DESK CONCEPTS, 4E provides the overview needed for success in computer user support today. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.
Author: Donna Knapp
Publisher:
ISBN:
Category : Computer industry
Languages : en
Pages : 256
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Book Description
Author: Barbara Czegel
Publisher: Wiley
ISBN: 9780471248163
Category : Computers
Languages : en
Pages : 128
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Book Description
Helpdesk Management in Ihrer Firma - im Zeitalter der Intranets noch telefonbasiert? Wie Sie auf dem Gebiet der technischen Unterstützung der Angestellten auf die enormen Ressourcen des Web zurückgreifen können, zeigt Ihnen die Autorin dieses jetzt umfassend aktualisierten Klassikers. Mit vielen anwendungsbereiten Word- und HTML-Templates. (04/98)
Author: Noel Bruton
Publisher: Routledge
ISBN: 0750649011
Category : Business & Economics
Languages : en
Pages : 374
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Book Description
The result of over 15 years of practical experience, this volume offers tools for measuring IT help desk productivity and features ten steps for successful support, demonstrating successes and failures through real life case studies.
Author: Hubert Zimmermann
Publisher: SAGE Publications Limited
ISBN: 1529679303
Category : Political Science
Languages : en
Pages : 387
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Book Description
The definitive applied theory textbook that helps you make sense of global issues through theoretical concepts. Not presupposing any prior knowledge, this introduction equips you with the skills to use theories as adaptable tools to tackle complex global issues. Adopting a critical and questioning approach, you will be equipped in theory as a series of tools to be used, adapted, combined, and applied when grappling with some of the most contested issues in global politics. Theoretical perspectives are brought alive as a vital tool to understand concrete historical and contemporary examples. This indispensable text starts by examining key theories spanning constructivism and postcolonialism to realism and liberalism with a real-world perspective which prioritises empirical purchase. From here, chapters take a critical, questioning approach to tackle core problems of international politics – from armed conflict and financial markets to the climate crisis, global inequality, gender and race. This text is the ideal companion for all undergraduate and postgraduate students of global affairs. Hubert Zimmermann is Professor of International Relations at Philipps University of Marburg, Germany. Milena Elsinger is Head of the student information department at Philipps University of Marburg, Germany. Alex Burkhardt teaches at the Bundessprachenamt in Koblenz, Germany and previously taught at Philipps University Marburg, Germany.
Author: Donna Knapp
Publisher: Cengage Learning
ISBN: 9780538748537
Category : Computers
Languages : en
Pages : 400
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Book Description
The Third Edition of A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL explores the changing role of the service desk professional. Each chapter expands upon a particular skill required to provide effective customer support and provides proven techniques for implementing the concepts. Research, references, and resources have been updated in each chapter, and ITIL vocabulary and concepts are reflected throughout the text. New information is also incorporated, such as a discussion of general trends currently affecting the information technology industry and technology trends affecting the service desk. The text focuses on providing individuals with practical instruction on the unique skill set needed to execute the expanding mission of the service desk. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.
Author: Robert J. Cone
Publisher: Greenwood
ISBN:
Category : Science
Languages : en
Pages : 146
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Book Description
Discusses artificial intelligence, biotechnology and genetic engineering, the chip, cryogenics, digital image processing, electric power generation, fiber optics, the laser, machine vision, medical imaging, micromachining and nanotechnology, networking, online databases, optical data storage, robots, supercomputers, superconductivity, the electromagnetic spectrum, communications, digital signals, binary numbers, the metric (SI) system, bar coding, CAD (Computer-Aided Design), CAM (Computer-Aided-Manufacture), CCDs (Charged-Coupled Devices), ceramics, circuits, communications satellites, CRT (cathode ray tube), global positioning system (GPS), holography, integrated optics, LCD (liquid crystal display), microscopes, microwave oven, optical character recognition (OCR), planetary spacecraft, radar, semiconductors, sensors, and transistors.
Author: Donna Knapp
Publisher: Turtleback
ISBN: 9780613916493
Category :
Languages : en
Pages :
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Book Description
This book is designed to provide individuals interested in the field of technical customer support a guide to the "soft skills" and the "self-management skills" needed to deliver excellent customer support at the help desk. It provides the reader with a better understanding of what a career in customer support would entail with strong real-world computer support examples, case studies, and exercises throughout the book. The author is a leading help desk consultant, trainer, and former help desk support engineer and service manager.
Author: Tim Hindle
Publisher: John Wiley & Sons
ISBN: 9781846681080
Category : Business & Economics
Languages : en
Pages : 336
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Book Description
Good management is a precious commodity in the corporate world. Guide to Management Ideas and Gurus is a straight-forward manual on the most innovative management ideas and the management gurus who developed them. The earlier edition, Guide to Management Ideas, presented the most significant ideas that continue to underpin business management. This new book builds on those ideas and adds detailed biographies of the people who came up with them-the most influential business thinkers of the past and present. Topics covered include: Active Inertia, Disruptive Technology, Genchi Genbutsu (Japanese for "Go and See for Yourself"), The Halo Effect, The Long Tail, Skunkworks, Tipping Point, Triple Bottom Line, and more. The management gurus covered include: Dale Carnegie, Jim Collins, Stephen Covey, Peter Drucker, Philip Kotler, Michael Porter, Tom Peters, and many others.
Author: Alex Xu
Publisher: Independently Published
ISBN:
Category :
Languages : en
Pages : 280
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Book Description
The system design interview is considered to be the most complex and most difficult technical job interview by many. Those questions are intimidating, but don't worry. It's just that nobody has taken the time to prepare you systematically. We take the time. We go slow. We draw lots of diagrams and use lots of examples. You'll learn step-by-step, one question at a time.Don't miss out.What's inside?- An insider's take on what interviewers really look for and why.- A 4-step framework for solving any system design interview question.- 16 real system design interview questions with detailed solutions.- 188 diagrams to visually explain how different systems work.
