Implementing Service and Support Management Processes
Implementing Service and Support Management Processes

Author: Carrie Higday-Kalmanowitz

Publisher: The Stationery Office

Published: 2005-03-11

Total Pages: 444

ISBN-13: 9077212434

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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.

Customer Surveying
Customer Surveying

Author: Frederick C. Van Bennekom

Publisher: Customer Service Press

Published: 2002

Total Pages: 260

ISBN-13: 9780971340602

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Provides the information needed to manage and conduct a customer survey program. The book walks the reader through the various stages of a survey with particular emphasis on the design of a survey questionnaire, the administration of that questionnaire, and the analysis of data using spread sheet tools. Questions a novice surveyor might have are answered. The book also dedicates a chapter to electronic surveying tools.

Identifying and Managing Project Risk
Identifying and Managing Project Risk

Author: Tom Kendrick

Publisher: AMACOM

Published: 2009-02-27

Total Pages: 370

ISBN-13: 0814413412

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Winner of the Project Management Institute’s David I. Cleland Project Management Literature Award 2010 It’s no wonder that project managers spend so much time focusing their attention on risk identification. Important projects tend to be time constrained, pose huge technical challenges, and suffer from a lack of adequate resources. Identifying and Managing Project Risk, now updated and consistent with the very latest Project Management Body of Knowledge (PMBOK)® Guide, takes readers through every phase of a project, showing them how to consider the possible risks involved at every point in the process. Drawing on real-world situations and hundreds of examples, the book outlines proven methods, demonstrating key ideas for project risk planning and showing how to use high-level risk assessment tools. Analyzing aspects such as available resources, project scope, and scheduling, this new edition also explores the growing area of Enterprise Risk Management. Comprehensive and completely up-to-date, this book helps readers determine risk factors thoroughly and decisively...before a project gets derailed.

Service And Operations Management
Service And Operations Management

Author: Cengiz Haksever

Publisher: World Scientific Publishing Company

Published: 2017-12-26

Total Pages: 691

ISBN-13: 9813209461

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The purpose of this book is to provide cutting-edge information on service management such as the role services play in an economy, service strategy, ethical issues in services and service supply chains. It also covers basic topics of operations management including linear and goal programming, project management, inventory management and forecasting.This book takes a multidisciplinary approach to services and operational management challenges; it draws upon the theory and practice in many fields of study such as economics, management science, statistics, psychology, sociology, ethics and technology, to name a few. It contains chapters most textbooks do not include, such as ethics, management of public and non-profit service organizations, productivity and measurement of performance, routing and scheduling of service vehicles.An Instructor's Solutions Manual is available upon request for all instructors who adopt this book as a course text. Please send your request to [email protected].

Deployment Guide for InfoSphere Guardium
Deployment Guide for InfoSphere Guardium

Author: Whei-Jen Chen

Publisher: IBM Redbooks

Published: 2015-04-14

Total Pages: 472

ISBN-13: 0738439355

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IBM® InfoSphere® Guardium® provides the simplest, most robust solution for data security and data privacy by assuring the integrity of trusted information in your data center. InfoSphere Guardium helps you reduce support costs by automating the entire compliance auditing process across heterogeneous environments. InfoSphere Guardium offers a flexible and scalable solution to support varying customer architecture requirements. This IBM Redbooks® publication provides a guide for deploying the Guardium solutions. This book also provides a roadmap process for implementing an InfoSphere Guardium solution that is based on years of experience and best practices that were collected from various Guardium experts. We describe planning, installation, configuration, monitoring, and administrating an InfoSphere Guardium environment. We also describe use cases and how InfoSphere Guardium integrates with other IBM products. The guidance can help you successfully deploy and manage an IBM InfoSphere Guardium system. This book is intended for the system administrators and support staff who are responsible for deploying or supporting an InfoSphere Guardium environment.

Converging Technologies for Improving Human Performance
Converging Technologies for Improving Human Performance

Author: Mihail C. Roco

Publisher: Springer Science & Business Media

Published: 2013-04-17

Total Pages: 477

ISBN-13: 9401703590

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M. C. Roco and W.S. Bainbridge In the early decades of the 21st century, concentrated efforts can unify science based on the unity of nature, thereby advancing the combination of nanotechnology, biotechnology, information technology, and new technologies based in cognitive science. With proper attention to ethical issues and societal needs, converging in human abilities, societal technologies could achieve a tremendous improvement outcomes, the nation's productivity, and the quality of life. This is a broad, cross cutting, emerging and timely opportunity of interest to individuals, society and humanity in the long term. The phrase "convergent technologies" refers to the synergistic combination of four major "NBIC" (nano-bio-info-cogno) provinces of science and technology, each of which is currently progressing at a rapid rate: (a) nanoscience and nanotechnology; (b) biotechnology and biomedicine, including genetic engineering; (c) information technology, including advanced computing and communications; (d) cognitive science, including cognitive neuroscience. Timely and Broad Opportunity. Convergence of diverse technologies is based on material unity at the nanoscale and on technology integration from that scale.