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CISSP Best Practices Guide to the Basics of Certified Information Systems Security Professional By Ivanka Menken
Paperback: $29.99 (excl. taxes)
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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
BPM Business Process Management Best Practices Design, Streamline and Managing Guide - Lead with business processes that coordinate people, applications and services By Ivanka Menken
Paperback: $24.98 (excl. taxes)
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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
Storage Management - The Complete Cornerstone Guide to Storage Management Best Practices Concepts, Terms, and Techniques for Successfully Planning, Implementing and Managing Storage Management Solutions By Ivanka Menken
Paperback: $39.95 (excl. taxes)
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Storage Management is one of the fastest growing segments of the information technology (IT) industry because it provides a more cost-effective alternative for enterprises to achieve their business... More > objectives than traditional packaged applications. Whether you need a quick primer on Storage Management so you can talk shop with those with more detailed knowledge, or want to get a sense of the benefits of the different technologies and how they fit into the big picture of the data center, this book is an invaluable resource. It gives you the vocabulary and understanding of how all the pieces fit together than websites and technical manuals often miss. All of the major Storage Management technologies are discussed, along with the various drivers for implementing Storage Management, and how to manage migrating to a Storage Management environment. This book delivers precisely what CEOs, CIOs, IT managers, and technologists need to know.< Less
Web Applications - The Complete Cornerstone Guide to Web Applications Best Practices Concepts, Terms, and Techniques for Successfully Planning, Implementing and Managing Web Applications By Ivanka Menken
Paperback: $29.99 (excl. taxes)
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Web Applications are one of the fastest growing segments of the information technology (IT) industry because it provides a more cost-effective alternative for enterprises to achieve their business... More > objectives than traditional packaged applications. This book covers just about every aspect of Web Applications, from high-level overviews of the different technologies that might be appropriate for upper management, to a very nice series of "hands on" chapters. Whether you need a quick primer on Web Applications so you can talk shop with those with more detailed knowledge, or want to get a sense of the benefits of the different technologies and how they fit into the big picture, this book is an invaluable resource. It gives you the vocabulary and understanding of how all the pieces fit together than websites and technical manuals often miss. This book delivers precisely what CEOs, CIOs, IT managers, and technologists need to know.< Less
SaaS and Web Applications Specialist Level Complete Certification Kit - Software as a Service Study Guide Book and Online Course By Ivanka Menken
Paperback: $59.95 (excl. taxes)
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The primary goal of this book and course is to provide the quality education and support materials needed to enable the understanding and application of SaaS and Web Applications in a wide-range of... More > contexts. This kit prepares you for the certification exam by offering valuable information on SaaS and Web Applications application and SaaS and Web Applications Certification. This Kit contains the book and online course access that provides everything you need to prepare for the SaaS and Web Applications Specialist Certification Exam, including in-depth coverage of all exam objectives, scenarios to easily demonstrate the processes in action, and practice exam questions for that last minute test preparation. This Study Guide and Online Course access provides complete, in-depth coverage of all exam objectives for the SaaS and Web Applications Specialist exam in a systematic approach, so you can be confident you're getting the instruction you need.< Less
Organizational Behavior and Leadership Management Essentials By Ivanka Menken
Paperback: $49.95 (excl. taxes)
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Organizations today must achieve excellence in human relations, and that success starts with quality organizational behavior. This book covers organizational behavioral essentials, the individual and... More > the organization, and key management tasks. Additionally, each key topic includes detailed information, providing hands-on experience. This masterfully crafted introduction provides balanced coverage of all the key elements comprising the discipline of OB, in a style that readers will find both informative and interesting. This includes not only traditional topics such as personality, motivation, and leadership; but also cutting-edge issues such as Change Management, Trust Building, Reward systems, and KPI's for people participating in any group or organizational activity. This book continues to gain popularity and covers the most relevant topics in organizational behavior today.< Less
The Business Process Management Guide: Practical Methodology and Guidelines to Successful BPM Implementation and improvement By Ivanka Menken
Paperback: $49.95 (excl. taxes)
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This extensive BPM resource is truly unique and like no other. It provides step-by-step guidelines on how to actually do BPM projects. The framework gives confidence that all aspects will be... More > addressed during a project. The content addresses precisely the type of issues which organizations are struggling with. This book is very pragmatic, highly recommended and filled with useful tools and checklists. Many organizations are looking to improve their understanding with regards to aligning their business processes, and as a result are looking to implement/improve the Business Process Management process, as an overall improvement to the structure and quality of the organization. This is where the Business Process Management Guide provides you with useful guides, blueprints and templates covering Introduction Business Process Management, BPM & Workflow Software, Avoiding Disaster – Your first BPM Project, Value & Benefits and more.< Less
Support Center Complete Handbook - How to analyze, assess, manage and deliver customer business needs and exceed customer expectations with help desk, support center and service desk By Ivanka Menken
Paperback: $49.95 (excl. taxes)
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The Art of Service is the leader in publications, certification and training for IT Service Management help desk, support center, and service desk professionals. Support center analysts provide... More > front line support and act as the primary contact for customers. For this reason, it is important that these help desk professionals provide the highest quality customer care with every interaction. This Support Center Analyst book focuses on strategies for effective customer care and problem resolution, as well as the fundamentals for help desk, support center, and customer support processes and tools, and an introduction to ITIL® processes. "Covers every detail, including some missed in other books - This thorough book provides a clear roadmap to designing, implementing and operating a help desk. The author leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement."< Less
ITIL Practitioner Release and Control (IPRC) All-in-one Exam Guide and Certification Work book; CMDB and IT Service Management with Change Management, Release Management and Configuration Management, Second Edition By Ivanka Menken
Paperback: $49.95 (excl. taxes)
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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 2008 book, the authors once again present a step-by-step guide to... More > IPRC Processes and Certification. Fully revised for the latest exam release, this authoritative volume offers thorough coverage of all the material on the IPRC exam. Written by a renowned IT Service Management expert and ITIL Manager, this guide features complete details on all exam domains. Inside, you'll find learning objectives at the beginning of each chapter, exam tips, practice questions, and in-depth explanations. IPRC All-in-One Exam Guide, will not only help you pass the test, but also be your essential on-the-job reference. Considering the increasing number of IT Professionals who want to be actively involved in ITIL, this book, should do at least as well as the first edition, which is a bestseller.< Less
Contact Center Complete Handbook - How to Analyze, Assess, Manage and Deliver Customer Business Needs and Exceed Customer Expectations With Help Desk, Call Center, Support Center and Service Desk By Ivanka Menken
Paperback: $49.95 (excl. taxes)
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The traditional call center—rows of agents in headsets answering calls—is becoming obsolete. In a consumer-driven, Internet-enabled world, your customers aren’t just calling you.... More > They want to reach you via email, IM, text, and more. And simply “taking” calls isn’t enough to keep customers loyal—you need to proactively reach out to build relationships, upsell, and solve problems before they become deal-breakers. In short, you need a contact center. You need to reach your customers using the communications channels they want. You need to balance inbound and outbound communications so that no one is left waiting. And you have to do all of this while cutting costs, improving agent efficiency, and maximizing the value of every customer. This book focuses on strategies for effective customer care and problem resolution, as well as the fundamentals for help desk, Contact Center, and customer support processes and tools, and an introduction to ITIL® processes.< Less

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