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Building & Managing a World Class IT Help Desk

Building & Managing a World Class IT Help Desk PDF Author: Bob Wooten
Publisher: McGraw-Hill Osborne Media
ISBN:
Category : Business & Economics
Languages : en
Pages : 583

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Book Description
Get full details on how to set up an efficient help desk using this comprehensive resource. Real-world examples and step-by-step instructions for doing everything from choosing a staff to implementing the latest technologies make this book truly a blueprint for help desk success.

Building & Managing a World Class IT Help Desk

Building & Managing a World Class IT Help Desk PDF Author: Bob Wooten
Publisher: McGraw-Hill Osborne Media
ISBN:
Category : Business & Economics
Languages : en
Pages : 583

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Book Description
Get full details on how to set up an efficient help desk using this comprehensive resource. Real-world examples and step-by-step instructions for doing everything from choosing a staff to implementing the latest technologies make this book truly a blueprint for help desk success.

Building & Managing a World Class It Help Desk

Building & Managing a World Class It Help Desk PDF Author: Bob Wooten
Publisher: McGraw-Hill College
ISBN: 9780072195705
Category : Computers
Languages : en
Pages : 190

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Book Description
Contains test bank software, questions, and PowerPoint slides.

IT Manager's Handbook

IT Manager's Handbook PDF Author: Bill Holtsnider
Publisher: Elsevier
ISBN: 9780080465746
Category : Computers
Languages : en
Pages : 632

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Book Description
IT Manager's Handbook, Second Edition, provides essential information to help students understand the responsibilities of today’s IT Management professionals: not only planning network security and implementing disaster recovery plans, but also such vital tasks as creating budgets, administering compliance, and managing staff. In particular, the book discusses business practices that are most critical to effective IT operations: recruiting, budgeting, resource planning, managing personnel, and working with vendor. This updated version includes expanded coverage on such critical IT management topics as security, disaster recovery, storage, government/regulatory compliance, and project management. Information is organized modularly so that instructors and students can delve directly into only the topics needed. Each chapter contains additional resources sections for books, articles, and websites relevant to that topic. It contains new material on key technology topics such as open source, outsourcing, offshoring, and handhelds, plus updated coverage of e-commerce, remote access, intranets, and LAN/WAN management. A completely updated and expanded second edition that provides practical, easily accessible management advice written specifically for new IT managers: · Brings you up to speed on those business practices most critical to effective IT operations: recruiting, budgeting, resource planning, managing personnel, and working with vendors. · Includes expanded coverage on such critical IT management topics as security, disaster recovery, storage, government/regulatory compliance, and project management. · Organizes information modularly so you can delve directly into only the topics that you need. · Provides a unique management perspective on those specific technical issues with the most significant business ramifications. · Includes new material on key technology topics such as open source, wireless, handhelds, outsourcing, offshoring, and operations, as well as updated coverage of e-commerce, remote access, intranets, and LAN/WAN management.

Implementing Service and Support Management Processes

Implementing Service and Support Management Processes PDF Author: HDI
Publisher: The Stationery Office
ISBN: 9077212434
Category : Business & Economics
Languages : en
Pages : 446

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Book Description
The purpose of this book is to provide practical process guide for technical support centres. It is based on the ITAL processes covered in 'Service Support' (ISBN 011330952X) and 'Service Delivery' (ISBN 0113309503) but also includes additional processes as well as a Balanced Scorecard Service Model. Processes covered in the book are: Financial and Operations Management; Knowledge Management; Configuration Management; Change Management; Release Management; Incident Management; Problem Management; Service Level Management; Capacity and Workforce Management; Availability Management; IT Service Continuity Management; and Customer Satisfaction Measurement.

IAIC Transactions on Sustainable Digital Innovation (ITSDI) The 1st Edition Vol. 1 No. 1 October 2019

IAIC Transactions on Sustainable Digital Innovation (ITSDI) The 1st Edition Vol. 1 No. 1 October 2019 PDF Author: IAIC Transactions on Sustainable Digital Innovation (ITSDI)
Publisher: IAIC BANGUN BANGSA
ISBN:
Category : Computers
Languages : en
Pages :

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Book Description
ITSDI (IAIC Transactions on Sustainable Digital Innovation) is a scientific journal organized by Pandawan & Aptikom Publisher and supported by IAIC (Indonesian Association on Informatics and Computing). ITSDI is published twice a year, every April and October

The Complete Guide to Customer Support

The Complete Guide to Customer Support PDF Author: Joe Fleischer
Publisher: CRC Press
ISBN: 1482280760
Category : Computers
Languages : en
Pages : 272

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Book Description
Today's support operations face greater responsibilities than the help desks of the 1990s. That's because customers expect 24x7 assistance on whatever channel they choose - no matter what type of products and/or services they buy. The Complete Guide t

The Practical Guide To World-Class IT Service Management

The Practical Guide To World-Class IT Service Management PDF Author: Kevin J. Smith
Publisher: Outskirts Press
ISBN: 057818897X
Category : Business & Economics
Languages : en
Pages : 459

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Book Description
This guide contains 6 Core and 12 World-Class processes each of which is described in chapters that provide a logical view of the element itself and why it is important to the organization, along with a flexible process model that can be adapted to most businesses and how the process works in practice—plus proven and practical models and Tips for Success from high-performing organizations on implementing the process. The technical content takes a mid-level view to be useful to a broader group of readers and is complemented by other relevant chapters, including: •A Brief History of IT Service Management •Understanding ITIL, COBIT, and ISO •The Consumerization of IT •Making Sense of Cloud and On-Premise •Enterprise Service Management •A Culture of Excellence •An Approach to Leverage Technology •The Exploration of Service Automation The Practical Guide to World-Class IT Service Management also examines the future of IT service management and where this exciting journey is likely to lead.

World Class IT

World Class IT PDF Author: Peter A. High
Publisher: John Wiley & Sons
ISBN: 0470450185
Category : Business & Economics
Languages : en
Pages : 161

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Book Description
World Class IT Why Businesses Succeed When IT Triumphs Peter A. High Foreword by John Boushy, former CIO of Harrah's Entertainment and former CEO of Ameristar Casinos Praise for World Class IT "Technology and business leaders alike must understand how to use IT to their advantage. Today, all businesses are technology companies powered by people; it is simply a question of degree. Failure to understand this and to harness technology to a company's advantage will result in one's company being a follower in an industry as opposed to a shaper of it. In World Class IT, Peter High distills the key principles for business and IT leaders to follow to ensure that your company is a leader rather than a laggard." ?Robert Willett, CEO, Best Buy International "World Class IT taps the experience and advice of the world's greatest thinkers in corporate technology and marries it with a simple, yet powerful working framework. Peter's access to the best-of-the-best CIOs and his ability to boil their learnings down to the essentials is invaluable." ?Gregor Bailar, former chief information officer, Capital One, and former chief information officer, NASDAQ "Peter High has made a valuable, highly practical, and rigorous contribution to principles-based IT resource management. Peter has observed accomplished CIOs transforming IT management in their organizations from narrow 'spectator support' for their senior management teams to a 'participative sport' resulting in a strategic IT asset. This is an important read for CIOs and their IT management teams." ?Richard Nolan, the Philip M. Condit Endowed Chair in Business Administration at the University of Washington, Foster School of Business, and the William Barclay Harding Professor of Business Administration at the Harvard Business School (emeritus) "Peter High has uncovered and illuminated important principles that are relevant to any IT executive. We find that many of our most successful IT strategies are reflected in his framework, and I certainly learned from his research, as well." ?Randy Spratt, executive vice president, chief information officer, and chief technology officer, McKesson "Following the principles and subprinciples of World Class IT offers invaluable insights and will improve performance no matter the company." ?Tim Harvey, former executive vice president of shared services and chief information officer, Hilton Hotels Corporation

Innovations Through Information Technology

Innovations Through Information Technology PDF Author: Information Resources Management Association. International Conference
Publisher: IGI Global
ISBN: 9781591402619
Category : Business & Economics
Languages : en
Pages : 1458

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Book Description
Innovations Through Information Technology aims to provide a collection of unique perspectives on the issues surrounding the management of information technology in organizations around the world and the ways in which these issues are addressed. This valuable book is a compilation of features including the latest research in the area of IT utilization and management, in addition to being a valuable source in support of teaching and research agendas.

IT Production Services

IT Production Services PDF Author: Harris Kern
Publisher: Pearson Education
ISBN: 0132712962
Category : Business & Economics
Languages : en
Pages : 208

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Book Description
"...describes in practical terms one of the most important functions of an IT infrastructure: that of deploying a well-designed development system into a well-running production system." --Kenneth Moskowitz, CIO, Thomson Financial "The Production Acceptance assessment worksheets are extremely valuable in evaluating the quality of an IT infrastructure..." --Brian Shield, EVP, CIO, The Weather Channel "The Ten Commandments for establishing an ideal IT environment. Should be followed religiously." -- Joe Feiu, VP, NeoDimensions "...presents the critical technical aspects of world-class infrastructure in a very business-like manner." -- Mark Egan, CIO, Symantec Corporation "Hundreds of books describe how to design and develop world-class applications, but few ever describe how to successfully deploy these systems. Until now." -- Rachel Pong, COO, Exonomy Limited, A subsidiary of Standard Chartered Bank "...clearly addresses how to effectively deploy and support world-class applications." --Bill Parker, CIO, Agway The best enterprise IT organizations have discovered the secret to high-performance infrastructure management: build a true Production Services function and realistic Production Acceptance processes. By doing so, they've achieved outstanding reliability, availability, and serviceability... transforming themselves from overpriced support centers into world-class service providers. IT Production Services shows you how to do it, too. Drawing on data compiled from 200+ enterprise IT assessments, it's your start-to-finish guide for effective IT infrastructure management in business-critical environments. Presents "Ten Commandments" for designing cost-effective, efficient IT organizations Covers all three key ingredients: people, processes, and technology Shows why transitioning systems straight from development to operations is a recipe for failure Includes case studies from the authors’ experience consulting with Fortune 500 and Global 2000 companies Answers today's most frequently asked questions about managing IT infrastructure Shows how to infuse accountability throughout your IT organization Endorsed by CIOs and senior executives at Symantec, Thomson Financial, The Weather Channel, Agway, and many other leading firms Whether you're a CxO, IT director, manager, or architect, IT Production Services will help you optimize your IT organization -- hands-on.