Change management 100 Success Secrets -Gerard Blokdijk -There has never been a Change management manual like this. 100 Success Secrets is not about the ins and outs of Change management. Instead, it... More > answers the top 100 questions that we are asked and those we come across in forums, our consultancy and education programs. It tells you exactly how to deal with those questions, with tips that have never before been offered in print. This book is also not about Change management's best practice and standards details. Instead it introduces everything you want to know to be successful with Change management.< Less
CISSP 100 Success Secrets- Gerard Blokdijk - There has never been a CISSP manual like this. 100 Success Secrets is not about the ins and outs of the CISSP. Instead, it answers the top 100 questions... More > that we are asked and those we come across in forums, our consultancy and education programs. It tells you exactly how to deal with those questions. This book is also not about a CISSP's best practice and standards details. Instead it introduces everything you want to know to be successful with and in CISSP.< Less
Many organizations are looking to implement Service Operation Processes as a way to improve the structure and quality of the business. The information found within the book is based on the ITIL... More > Version 3 framework, specifically the Event Management, Incident Management, Request Fulfillment, Problem Management and Access Management processes. The book is designed to answer a lot of the questions about IT Operations Management and provide you with useful guides, templates and essential, but simple to use assessments. The supporting documents and assessments will help you identify the areas within your organization that require the most activity in terms of change and improvement. Presentations can be used to educate or be used as the basis for management presentations or when making business cases for IT Operations Management implementation. The additional information will enable you to improve your organizations methodology knowledge base.< Less
Capacity Management is a process used to manage information technology (IT). Its primary goal is to ensure that IT capacity meets current and future business requirements in a cost-effective manner.... More > One common interpretation of Capacity Management is described in the ITIL framework.
This book covers every detail, including some missed in other books. This thorough book provides a clear roadmap to designing, implementing and operating Capacity Management. The author leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement.
You will find this book to be one of the best for planning and implementing world-class Capacity Management. < Less
Service Level Management provides for continual identification, monitoring and review of the levels of IT services specified in the service level agreements (SLAs).
This book covers every detail,... More > including some missed in other books. This thorough book provides a clear roadmap to designing, implementing and operating Service Level Management. The author leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement.
The book starts with an initial strategy that is focused on planning Service Level Management services that are completely aligned to requirements and are based on a mission statement. This business-oriented approach is refreshing and will keep IT grounded in the real reasons for SLM. This book is realistic and lays the foundation for a successful implementation.
You will find this book to be one of the best for planning and implementing world-class Service Level Management. < Less
For the first time, a book exists that compiles all the information candidates need to apply for their first Automotive Body and Related Repair Services job, or to apply for a better job.
This book... More > offers excellent, insightful advice for everyone from entry-level to senior professionals. None of the other such career guides compare with this one. It stands out because it: 1) explains how the people doing the hiring think, so that you can win them over on paper and then in your interview; 2) has an engaging, reader-friendly style; 3) explains every step of the job-hunting process - from little-known ways for finding openings to getting ahead on the job.
This book covers everything. Whether you are trying to get your first Automotive Body and Related Repair Services Job or move up in the system, get this book.< Less
How do you follow-up on employee issues? Are you doing everything possible to ensure your employee downtime is minimized? Can you be sure? Do you have the reports to back-up your argument? Do your... More > help desk staff have all the information they need so they can respond to support requests accordingly?
This Service Desk Handbook streamlines support interactions across organizations to enable you to:
* Prioritize and manage incidents received via email or the employee portal
* Provide employee self-help and incident tracking
* Give help desk staff complete item history and status when responding to incidents
* Allow supervisors to manage staff workload with real time reports
* Enable organizations to set SLA's relative to department requirements
* Provide SLA reports to ensure incident deadlines are met.
Get this book now to Enable your Service Desk to be the direct line of any impact on the Service Level Agreement (SLA) and as the centre of information.< Less
The first edition of this book is regarded as a classic in its field. Now, in an expanded and updated version, Gerard Blokdijk once again presents a step-by-step guide to Change Management.
Change... More > Management is often considered to be the process that most actively links all the ITIL processes together. This process aims to improve and maintain IT Service quality providing a structured approach to managing and implementing changes in the IT Infrastructure. The actions to achieve this include the requirement to conduct repetitive actions that include scheduling, reporting and monitoring of IT Changes.
The process must review achievements based on customer expectations and take steps to improve or modify Changes and the process accordingly. The Change Management Tool Kit provides a wide variety of resources to boost your understanding and ability to implement Change Management.
This in-depth and practical book trumps the first edition, which is a bestseller.< Less
This book enables you to implement, or fine tune service level agreements (frequently abbreviated as SLA). A SLA a part of a service contract where the level of service is formally defined. In... More > practice, the term SLA is sometimes used to refer to the contracted delivery time (of the service) or performance. An SLA is a formally negotiated agreement between two parties. It is a contract that exists between customers and their service provider, client or between service providers. This book enables you to specify the levels of availability, serviceability, performance, operation, or other attributes of the service like billing and even penalties in the case of violation of the SLA. This SLA Guide is filled with Valuable hints, tips and guidance on how to successfully implement SLM, it contains several Service Level Agreement Forms which gives you a Fast and Easy Way to Write SLAs.< Less
The first edition of this book is regarded as a classic in its field. Now, in an expanded and updated version of The Art of Service's book, the authors once again present a step-by-step guide to... More > Knowledge Management.
Everything in this book is tried, true, and respected in the field. The author has synthesized and made accessible the best practices and theory from a variety of sources and experiences, laying out the path forward in a clear and direct style that makes this one of the key guides for successful knowledge initiatives.
Considering the increasing number of Professionals and their Organizations who want to be actively involved in Knowledge Management, this book should do at least as well as the first edition, which is a bestseller.< Less