Knowledge Management is NOT an Add-on

Has a CRM or incident management vendor ever told you how wonderful their knowledge management “module” is? If so, beware: knowledge management must be the core of any successful CRM deployment, not an add-on module. Knowledge is power—but only when it is deeply integrated into the customer experience, the agent experience, and the enabling technology. A vendor with a knowledgebase modul…

Service and Support: Made to Measure

Management 101 tells us that success in business starts with setting goals and measuring progress toward them. Service and support leaders are metrics masters: from electronic status boards to thick monthly reports, filled with charts and tables, leaders manage by the numbers. Traditionally, measuring support operations has been straightforward. Shorter hold times are better; higher abandonmen…

The Invisible Threat: Interference and Wireless LANs

I nterference is a fact of life in the unlicensed bands used by wireless LANs (WLANs), and is an increasing challenge in all WLAN environments – the enterprise, outdoors (including metro-scale Wi-Fi meshes), and in the residence. As the number of unli- censed devices grows and as ever more mission-critical applications are deployed on WLANs, interference represents a challenge that must be ad…

Monitoring and Managing Distributed Retail Locations

According to Gartner Research, "The retail sector has a long-standing reputation for conservative technology adoption… However, much is changing in the retail sector, which is increasingly concerned with the capabilities of the 'big-box' retailers led by Wal-Mart. Retailers of all sizes are now realizing that operational efficiency is not enough to compete. Effective IT solutions, or the lack…

Achieving configuration compliance in a regulatory framework

Companies have devoted significant time and resources to achieve compliance with many pieces of legislation, such as HIPAA, Sarbanes-Oxley, and Gramm-Leach-Bliley. An important element of compliance with specific regulations is achieving a compliance framework internally. Compliance with external mandates can be more easily met by first ensuring that the network is compliant with the internal s…

The Credibility Revolution in Empirical Economics: How Better Research Design…

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The Credibility Revolution in Empirical Economics: How Better Research Design Is Taking the Con out of Econometrics

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Managing IT Performance and Availability from an End-User Perspective

As companies mature their IT operations, they know more about the performance of their networks, applications, servers, databases, and mainframe systems. However, reliable information about end-user experience remains elusive. This information is vital to gauge how well IT is adding value to the business. Obtaining reliable information about the end-user experience is just the first ste…

Connecting Business and IT Goals With Closed Loop Client Management

Client Management is the IT discipline of managing the lifecycle of end user systems (including desktops, lap- tops, and handhelds) from initial deployment, through provisioning, upgrade, and patch, to deprovisioning and decommissioning. This entails conflicting requirements from IT – which requires tight control and detailed planning – and the business – which requires flexibility and fa…

The ideal security patch process

Imagine.that.you’ve.been.tasked.with.improving.the.corporate.patch.management.process..Would.you.know. what.the.ideal.patch.process.looks.like?.This.white.paper.breaks.down.the.patch.process.into.its.basic.pieces,. and.recommends.a.simple-to-use,.best.practice.approach. After.talking.with.many.IT.organizations.and.surveying.the.state-of-the-art.in.Change.Management.approaches,. we.documented…

How to Design & Manage a Strategic Outsourcing Program and Avoid Common Mistakes

Independent Software Vendors and Application Service Providers have become increasingly pressured by external market conditions in developing an offshore sourcing strategy, yet few succeed in designing a strategic, not just tactical cost-savings approach.

VMware Cookbook

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978-0-596-15725-8

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Visual Studio Tools for Office 2007

The first part of this book introduces the Office object models and the Office primary interop assemblies (PIAs). You also learn how to use Visual Studio to build automation executables, add-ins, and code behind the document by using features of Visual Studio 2008 Tools for Office 2007 (VSTO 3.0). • Chapter 1, “An Introduction to Office Programming,” introduces the Office object models a…

Virtualization: A Manager’s Guide

Virtualization is a way to abstract applications and their underlying components away from the hardware supporting them and present a logical or virtual view of these re- sources. This logical view may be strikingly different from the physical view. The goal of virtualization is usually one of the following: higher levels of performance, scalability, reliability/availability, agility, or to cre…

Statistics in Business, Finance, Management & Information Technology

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tenth edition

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Statistics in Business, Finance, Management & Information Technology

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Information Technology Project Management

Many people and organizations today have a new—or renewed—interest in project management. Until the 1980s, project management primarily focused on providing schedule and resource data to top management in the military, computer, and construction industries. Today’s project management involves much more, and people in every industry and every country manage projects. Project management…

INFORMATION TECHNOLOGY PROJECT MANAGEMENT

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INFORMATION TECHNOLOGY PROJECT MANAGEMENT

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7th Edition

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INFORMATION TECHNOLOGY PROJECT MANAGEMENT. revised 6th edition

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6th Edition

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978-1-111-22175-1

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INFORMATION TECHNOLOGY PROJECT MANAGEMENT

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INFORMATION TECHNOLOGY PROJECT MANAGEMENT

The future of many organizations depends on their ability to harness the power of information technology, and good project managers continue to be in high demand. Colleges have responded to this need by establishing courses in project management and making them part of the information technology, management, engineering, and other curriculum. Corporations are investing in continuing education t…

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Information Management Technology

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UML 2.0 in a Nutshell

System developers have used modeling languages for decades to specify, visualize, construct, and document systems. The Unified Modeling Language (UML) is one of those languages. UML makes it possible for team members to collaborate by providing a common language that applies to a multitude of different systems. Essentially, it enables you to communicate solutions in a consistent, tool-supported…

TOUCHING THE FUTURE TECHNOLOGY FOR AUTISM?

There is growing international interest in the use of assistive and ambient technology to support people with a range of impairments, whether developmental, acquired or age- related, in being able to function independently in the modern world. A particular focus has been on the potential for mobile technology to act as a technical adjunct to compensate for a range of cognitive limitations. Sinc…

Tomcat

Because Tomcat is written in Java, some people assume that you have to be a Java guru to use it. That is not so! Although you need to know Java to modify the inter- nals of Tomcat or to write your own servlet programs, you do not need to know any Java to use Tomcat or to write or maintain many JavaServer Pages (JSPs). You can have JSPs that use “JavaBeans” or “JSP Custom Tags”; in both …

TO THE CLOUD

The Internet had been around for a while when on July 5, 1993, the New Yorker magazine featured a cartoon that, in the minds of some, marked its real arrival. “On the Internet,” says the dog at the computer screen to his canine friend, “nobody knows you’re a dog.” I knew it was time to write this book when I woke up one morning, downloaded my digital edition of the October 8, 2012, Ne…

THE COMMON LAW OF INTELLECTUAL PROPERTY

THE CHAPTERS IN this collection, written in honour of David Vaver by friends, colleagues and former students, all relate to intel- lectual property and the common law. The idea of the ‘common law’ is understood primarily to refer to the family of legal systems of the so-called ‘common law countries’—including, Australia, Hong Kong, India, the Republic of Ireland, Israel, Malaysia, New…

The myths of innovation

The goal is to use myths about innovation to understand how innovations happen. Each chapter discusses one myth, explores why it’s popular, and then uses the history of innovations—recent and ancient—to explain the truth. Although debunking and demys- tifying does take place, the intent is to clarify how innovation hap- pens so that you’ll better understand the world around you and can …

The InfoSec Handbook

This book explains information security concepts in lay terms. The target audience is beginning users. At the same time, we also describe some of the concepts in detail in order for the content to be of interest to people in the information security field. With the increasingly connected world revolving around the revolution of internet and new technologies like mobiles, smartphones, and tablet…