Prepare for taking advantage of the Perfect Storm and understand the way you need to work with it, and manage the services that use this computing approach.
Lately there is a lot of media exposure... More > on Virtualization, ‘on demand computing’, SaaS and cloud computing. Most of the presentations and articles focus on the technical side of it – presenting the newest generation of VMware or the way virtualization of servers can be organized.
But, what about the other side of the story? How do you manage the continuity of the services that make use of Virtualization. How do you ensure consistency in service levels? How do you choose the best provider of your ‘on demand computing’ services?
This information packed book focuses on all these aspects of managing services that are Virtualized. Anybody who needs to understand the business requirements and how to translate these into IT services that make use of today’s full gamma of technology needs to read this book.< Less
The Certified Information System Security Professional (CISSP®) credential is the global benchmark for information system security professionals. It gives you the technical know-how and full... More > understanding of IS issues to perform information security functions for your organization.
This book provides the full foundation for your CISSP knowledge: Protect and serve your business at your very best.
The Certification That Inspires Utmost Confidence: If you plan to build a career in information security – one of today’s most visible professions - then the CISSP® credential should be your next career goal.
This book covers all of the CISSP domains. and has an amazing amount of coverage over the concepts ISC2 indicates in their outline of topics that is on the exam. 10-12 Books have been combined into one Guide and Overview , which makes it a lot easier to understand and digest.< Less
Business process management is a clear-cut way to analyze an organizations’ business processes. The purpose of BPM is to make processes within the business more flexible, efficient and most... More > importantly effective.
It is a way of looking at business through the eyes of clients and what their specific needs require. By viewing processes in this manner, it is easy to identify areas of improvement.
It covers a practical BPM approach. It explains in simple language how teams actually build business processes with today's software. Today's IT strategies are very complicated and it's hard to determine the correct approach for solving problems. The book clarifies how BPM and Business rules software works. Also, it explains how these solutions should fit together. If your company is considering BPM, this book will show you how to make it happen.
This book helps you understand the challenges of being successful in various organizations, highly recommended for any BPM professional.< Less
The primary goal of the Service Desk is to support the agreed IT service provision by ensuring the accessibility and availability of the IT-organization and by performing various supporting... More > activities. Other objectives include:
Many organizations have already seen the justification for the creation of a Service Desk team and are reaping these typical benefits gained through the implementation/improvement of a Service Desk function
- Improved customer service perception, and satisfaction
- Increased accessibility through the use of a single point of contact
- Better quality and speedier turnaround of requests
- Improved teamwork and communication
- Better managed infrastructure and control
- Improved usage of IT resources.< Less
This book covers just about every aspect of Platform Management, from high-level overviews of the different technologies that might be appropriate for upper management, to a very nice series of... More > "hands on" chapters that walk you through experimenting with several of the Platform Management options.< Less
The primary goal of this book and course is to provide the quality education and support materials needed to enable the understanding and management of Cloud Computing in a wide-range of contexts.... More > This comprehensive book is designed to complement the in-depth eLearn Managing Services in the Cloud program. The interactive eLearn course uses a combination of narrated Flash presentations, exercises and a sample exam which will ultimately prepare you for the Managing Services in the Cloud certification exam.< Less
This certification kit contains both the study guide and access to our online program including presentations, exam preparation modules, the sample exam and forum to interact, that together provides... More > everything you need to prepare for the ISO/IEC 27002 Foundation certification exam.< Less
The opportunities provided by various forms of Cloud Computing have allowed for significant growth within an industry that continues to mature and develop at a rapid pace.
So with the change in... More > computing and IT Service delivery comes a whole new series of qualifications and certification. The Cloud Computing Certification Scheme has been created to support the IT Professional who needs to be a ‘niche generalist’, capable of migrating all forms of IT services to the 'cloud'.
The goal of this book and course is to provide the quality education and support materials needed to enable the understanding and management of Cloud Computing in a wide-range of contexts. This comprehensive book is designed to complement the in-depth eLearn Managing Services in the Cloud program. The interactive eLearn course uses a combination of narrated Flash presentations, exercises and a sample exam which will ultimately prepare you for the Managing Services in the Cloud certification exam.< Less
Practical, concise help for dealing with customers: The book and its accompanying elearning course and Certification begins with outlining several customer service techniques, and describes each of... More > them. Some are very basic, and some are more advanced, particularly those that deal with dealing with angry customers, or preventing problems with customers from escalating and becoming time consuming.
It's easy to satisfy low expectations and it doesn't mean very much. You have to create Customers who tell others how wonderful you are. You want everyone in your company focused on customers. Focused on creating stories your customers can tell others. This book gives you the road map to do it, all wrapped up in easy lessons.
- Improve Customer Service with Customer Service Training.
- Use it for Customer Service Rep call center and customer support training programs.
- Create Expert, reliable customer support.< 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 > ISO/IEC 20000.
The best-selling ISO/IEC 20000 quality management handbook from one of the worlds leading experts on the ISO 20000 family of standards.
Whether establishing an ISO/IEC 20000 quality management system for the first time, or upgrading an existing system, this handbook is ideal for students, practitioners, managers, instructors and auditors. It is supported by a wide range of solutions, FAQs, tips for implementers, and a glossary of terms that will be invaluable in any sector, industry, business or organization.
Considering the increasing number of IT Professionals and their Organizations who want to be actively involved in IT Service Management and ISO 20000, this book should do at least as well as the first edition, which is a bestseller.< Less