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ITIL® 4 is the latest evolution of the leading best-practice framework for ITSM (IT service management). It has been significantly updated from ITIL v3 and addresses new ITSM challenges, includes new technologies and incorporates new ways of working.ITIL® Foundation Essentials ITIL 4 Edition is the ultimate revision guide for candidates preparing for the ITIL 4 Foundation exam. It is fully aligned with the Foundation course syllabus and gives a clear and concise overview of the facts. Whether you are taking an ITIL 4 Foundation training course or are a self-study candidate, new to the framework or looking to upgrade your ITIL 2011 certification, this guide is the essential companion. It: Provides definitions of the key terms and concepts used in ITIL 4; Presents detailed information in clear, user-friendly and easy-to-follow ways through tables, bullet points and diagrams; and Explains the key figures and diagrams in the ITIL syllabus.This second edition has been updated to align with amendments to the ITIL® 4 Foundation syllabus, including: Replacing 'change control' with 'change enablement' throughout; The removal of 'IT' from the definition of a change; and Updating definitions for customer, sponsor and user.Start preparing for your ITIL Foundation exam - order your copy today.ITIL® is a registered trade mark of AXELOS Limited. All rights reserved. This book is an official AXELOS licensed product.

ITIL(R) 4 Drive Stakeholder Value (DSV)If you've achieved your ITIL 4 Foundation certificate, you're probably planning the next stage in your ITIL journey and deciding which qualification to work towards. ITIL 4 DSV provides essential knowledge and capabilities for service management professionals, focusing on the engagements between a service provider and its customers, users, suppliers and partners, and how demand is converted into value via IT-enabled services.DSV is one of the ITIL 4 advanced level modules that leads to the MP (Managing Professional) certification. The module is aimed at managers and aspiring managers at all levels, providing them with the practical skills to build effective relationships across the SVS.An excellent supplement to any ITIL 4 DSV training courseThe majority of this book is based on the official AXELOSITIL Drive Stakeholder Valuepublication and the associated Drive Stakeholder Value Managing Professional syllabus. It provides students with the information they need to pass the DSV exam, and help them become a successful practitioner.This book is suitable for ITIL v3 Experts, ITIL 4 MP students, ITSM (IT service management) practitioners who are adopting ITIL 4, approved training organisations, IT service managers, IT managers and those in IT support roles.The guide focuses on:The customer journey;Fostering stakeholder relationships;How to: shape demand and define service offerings, and align expectations and agree service details;Onboarding and offboarding;Continual value co-creation;Realising and validating service value; andExam preparation.A useful tool throughout your careerIn addition to being an essential study aid, the author - a seasoned ITSM professional - also provides additional guidance throughout the book, which you can lean on once your training and exam are over. The book includes her own practical experience, from which she gives advice, and points to think about along the way, so that you can refer back to this book for years to come - long after you've passed your exam.

ITIL(R) 4 Create, Deliver and SupportIf you've achieved your ITIL Foundation certificate, you're probably planning the next stage in your ITIL journey and which qualification to work towards. ITIL 4 Create, Deliver and Support (CDS) provides essential knowledge and capabilities for service management professionals, focusing on a value stream based approach to IT-enabled products and services - a must-have skillset practitioners should seek beyond Foundation level.The majority of this book is based on the official AXELOSITIL: Create, Deliver and Supportpublication and the associated Create, Deliver and Support Managing Professional syllabus. It provides students with the information they need to pass the Create, Deliver and Support exam, and help them become a successful practitioner.Suitable for existing ITIL v3 experts, ITIL 4 Managing Professional (MP) students, ITSM (IT service management) practitioners who are adopting ITIL 4, approved training organisations, IT service managers, IT managers and those in IT support roles.The guide focuses on:Service value system key concepts and challenges;Using a shift-left approach;Planning and managing resources in the service value system;The use and value of technology across the service value system;ITIL practices and value streams for new services and user support;How to create, deliver and support services; andExam preparation.A useful tool throughout your careerIn addition to being an essential study aid, the author - a seasoned ITSM professional - also provides additional guidance throughout the book which you can lean on once your training and exam are over. The book includes her own practical experience from which she gives advice and points to think about along the way so that you can refer back to this book for years to come - long after you've passed your exam.The essential link between your ITIL qualification and the real world - buy this book today!ITIL is a registered trade mark of AXELOS Limited. All rights reserved. This book is an official AXELOS licensed product.Part of Claire Agutter's ITIL 4 Series. For more information about the other books in the series, visit:www.itgovernancepublishing.co.uk/author/claire-agutter

ITIL(R) 4 High-velocity ITIf you've achieved your ITIL Foundation certificate, you're probably planning the next stage in your ITIL journey and which qualification to work towards. ITIL 4 High-velocity IT (HVIT) provides essential knowledge and capabilities for service management professionals, supporting those involved in the delivery of digital products and services and anyone working on digital transformation programs.High-velocity IT is one of the ITIL 4 advanced level modules that leads to the MP (Managing Professional) certification. The module is aimed at professionals who are working in fast-paced environments, including adapting service management to work with Lean, Agile and DevOps.The majority of this book is based on the official AXELOSITIL: High-velocity ITpublication and the associated High-velocity IT Managing Professional syllabus. It provides students with the information they need to pass the High-velocity IT exam, and help them become a successful practitioner.Suitable for existing ITIL v3 experts, ITIL 4 MP students, ITSM (IT service management) practitioners who are adopting ITIL 4, approved training organisations, IT service managers, IT managers and those in IT support roles.The guide focuses on:Digital product lifecycle and the ITIL operating model;High-velocity key behaviours;Principles, models and concepts;Ensuring:Valuable investments;Fast development;Resilient operations;Assured conformance; andExam preparation.A useful tool throughout your careerIn addition to being an essential study aid, the author - a seasoned ITSM professional - also provides additional guidance throughout the book which you can lean on once your training and exam are over. The book includes her own practical experience from which she gives advice and points to think about along the way so that you can refer back to this book for years to come - long after you've passed your exam.The essential link between your ITIL qualification and the real world - buy this book today!ITILis a registered trade mark of AXELOS Limited. All rights reserved. This book is an official AXELOS licensed product.Part of Claire Agutter's ITIL 4 Series. For more information about the other books in the series, visit:www.itgovernancepublishing.co.uk/author/claire-agutter.

ITIL(R) 4 Direct, Plan and ImproveIf you've achieved your ITIL Foundation certificate, you're probably planning the next stage in your ITIL journey and which qualification to work towards. DPI provides essential knowledge and capabilities for service management professionals, supporting those involved in directing or planning based on strategy and continual improvement - a must-have skillset practitioners should seek beyond Foundation level.DPI is the only one of the ITIL 4 advanced level courses that leads to both Managing Professional (MP) and Strategic Leader (SL) status. The module is aimed at managers and aspiring managers at all levels, providing them with the practical skills needed to improve themselves and their organisation by way of effective strategic direction and delivering continual improvement.An excellent supplement to any training courseITIL Direct, Plan and Improve (DPI) - Your companion to the ITIL 4 Managing Professional and Strategic Leader DPI certificationis a study guide designed to help students pass the ITIL Direct, Plan and Improve module.The majority of this book is based on the AXELOSITIL: Direct, Plan and Improve publication and the associated DPI Strategist syllabus. It provides students with the information they need to pass the DPI exam, and help them become a successful practitioner.Suitable for existing ITIL v3 experts, ITIL 4 Managing Professional (MP) students, ITIL 4 Strategic Leader (SL) students, ITSM (IT service management) practitioners who are adopting ITIL 4, approved training organisations, IT service managers, IT managers and those in IT support roles, the book covers:Key concepts;Scope, key principles and methods;The role of governance, risk and compliance;Continual improvement;Organisational change management;Measurement and reporting;Value streams and practices; andExam preparation.A useful tool throughout your careerIn addition to being an essential study aid, the author - a seasoned ITSM professional - also provides additional guidance throughout the book which you can lean on once your training and exam are over. The book includes her own practical experience from which she gives advice and points to think about along the way so that you can refer back to this book for years to come - long after you've passed your exam.The essential link between your ITIL qualification and the real world - buy this book today!ITIL is a registered trade mark of AXELOS Limited. All rights reserved. This book is an official AXELOS licensed product.About the authorClaire Agutter is a service management trainer, consultant and author. In 2020, she was one of Computer Weekly's Top 50 Most Influential Women in Tech. In 2018 and 2019 she was recognised as an HDI Top 25 Thought Leader and was part of the team that won itSMF UK's 2017 Thought Leadership Award.Claire provides regular, free content to the ITSM community as the host of the popular ITSM Crowd hangouts, and is the chief architect for VeriSM the service management approach for the digital age. She is the director of ITSM Zone, which provides online ITSM training, and Scopism, a content and consulting organisation and the publisher of the SIAM Body of Knowledge.

This book provides clear guidance on the SIAM process, answering questions on what service integration is, when SIAM is applicable, and what approach should be taken when sourcing ITSM services in a multi-sourced environment.

A must-have resource for anyone looking to establish, implement and maintain an ISMS.Ideal for information security managers, auditors, consultants and organisations preparing for ISO 27001 certification, this book will help readers understand the requirements of an ISMS (information security management system) based on ISO 27001. Similarly, for anyone involved in internal or external audits, the book includes the definitive requirements that auditors must address when certifying organisations to ISO 27001.The book covers:Implementation guidance -what needs to beconsidered to fuli lthe requirements of thecontrols from ISO/IEC27001, Annex A. This guidance is aligned with ISO/IEC27002, which gives advice on implementing the controls;Auditing guidance -whatshouldbechecked, and how,whenexaminingthe ISO/IEC27001controls to ensure that the implementation coversthe ISMS control requirements.The implementation guidance gives clear descriptions covering what needs to be considered to achieve compliance against the requirements, with examples given throughout. The auditing guidance covers what evidence an auditor should look for in order to satisfy themselves that the requirement has been met. Useful for internal auditors and consultants, the auditing guidance will also be useful for information security managers and lead implementers as a means of confirming that their implementation and evidence to support it will be sufficient to pass an audit.This guide is intended to be used by those involved in:Designing, implementing and/or maintaining an ISMS;Preparing for ISMS audits and assessments; orUndertaking both internal and third-party ISMS audits and assessmentsAbout the authorBridget Kenyon (CISSP) is global CISO for Thales eSecurity. Her experience in information security started in 2000 with a role in network vulnerabilities at DERA, following which she has been a PCI Qualified Security Assessor, information security officer for Warwick University and head of information security for UCL, and has held a variety of roles in consultancy and academia.Bridget has been contributing to international standards since 2006, when she first joined BSI Panel 1, coordinating development of information security management system standards; she is currently editor for ISO/IEC 27014. Bridget has also co-authored three textbooks on information security. She strongly believes that "e;information security is fundamental to reliable business operations, not a nice-to-have"e;. In 2018, she was named one of the top 25 women in tech by UK publication PCR.

Used by the UK government and extensively throughout the world, PRINCE2(R) uses seven principles, seven themes and seven processes, which the author believes can be tailored to any project, in any environment, at any time and with anyone - be it work-related or not.This step-by-step guide:Explains the principles of PRINCE2 in straightforward, manageable chunks;Emphasises how to apply PRINCE2 in practice, using real-life examples;Is written by an experienced PRINCE2 practitioner and trainer, so you can be sure that the information is based upon approaches that work;Gives clear explanations and practical illustrations in each section;Explains how to effectively apply PRINCE2's principles, themes and processes to your projects and other real-world scenarios; andHas been updated for PRINCE2 2017.A guide to effective project managementThis book will guide you through each step of your project, clearly defining the underlying principles that should be applied to every project, regardless of what is going on inside or outside the project environment. They are sound, proven rules, which can be used as markers on the way to project success.PRINCE2 is principle-based rather than prescriptive. The principles are:Universal in that they apply to every project;Self-validating in that they have been proven in practice over many years; andEmpowering because they give practitioners greater confidence and the ability to influence and shape how a project will be managed.Susan Tuttle has 20 years' experience in project management, programme management and change management, producing exceptional results across diverse industries. She is an accredited trainer in PRINCE2. Her training style is influenced by her strong commitment to human development. She uses learner-centred theories and principles in her training and writing to help explain and communicate difficult topics.

Taking you through the ITIL Foundation exam and beyond. ITIL is the best practice methodology for IT Service Management, developed by the UK government and globally adopted in both the public and private sectors. An official ITIL-Licensed product, ITIL Lifecycle Essentials covers all of the vital material required for the entry-level ITIL Foundation Certificate, and gives candidates a solid grounding in the key elements, concepts and terminology used in the ITIL service lifecycle.The book includes:An introduction to ITIL and why it is considered to be best practice for IT Service Management.An overview of the key components of a service management capability, including; processes, functions and generic roles.Specific chapters then cover the purpose, objectives, scope and value of the five phases of the service lifecycle that form the ITIL core; from strategy and design, through to transition, operation and continual service improvement (CSI).A summary of the ITIL qualification scheme and the Foundation level, together with some guidance on preparing for the exam.The essential link between your ITIL qualification and the real-world. This book doesn't just cover the information required to pass the foundation exam, but goes beyond this in providing practical guidance for when newly qualified practitioners enter the real-world. By addressing processes and concepts not covered in the syllabus, this book guides practitioners as they go beyond Foundation level. It features practical tips on using service management and, for each process, the author adds to the theory with lessons from her own real-world experience.The book is ideal for self-study candidates, training delegates and itSMF/BCS members, and V2 Foundation Certificate holders who have not yet taken the upgraded exam. Project managers looking to broaden their qualifications will find it a helpful companion to their studies and a practical aid for their professional development. Contractors or consultants with limited study time will also find this book essential to their part-time education.The Vital ITIL title - before, during and after your ITIL training.This product is accredited by AXELOS, the licensors of official ITIL products.ITIL is a Registered Trade Mark of AXELOS Limited.

Prepare for the ITIL Foundation examITIL is best practice for IT Service Management, developed by the UK government and globally adopted in both the public and private sectors. ITIL is not prescriptive, but rather it is a framework that organisations can adopt and adapt.The Foundation Certificate is the entry-level ITIL qualification, which offers candidates a general awareness of the key elements, concepts and terminology used in the ITIL service lifecycle.These fundamental ITIL ideas have been condensed into this pocket guide to provide candidates with the essential facts they need in order to pass the ITIL Foundation exam.All you need to knowto achieveITIL Foundation CertificationAn official ITIL Licensed product, ITIL Foundation Essentials is a distillation of critical information - no waffle or padding - just exactly what you need to understand how to pass the ITIL Foundation exam. Written forself-study candidates, ITIL community training delegates, itSMF/BCS members and V2 Foundation Certificate holders, who have yet to take an upgraded exam, this pocket guide is fully aligned with the ITIL 2011 core volumes.Project managers, who are looking to expand their qualifications, and IT contractors or consultants, who don't want to take time out from their day jobs to attend a course, will also find this pocket guide an essential companion to their studies and education.The complete ITIL Foundation syllabusTHE essential companion for those studying the ITIL Foundation syllabus, the pocket guide covers key areas including:A basic introduction to ITIL and a description of service classifications (core, enabling, enhancing) and an outline of internal and external services.A point-by-point summary of the purpose, objectives, scope and value of the five stages of the service lifecycle that form the ITIL core; from strategy and design, through to transition, operation and continual service improvement (CSI).Separate sections in the guide are dedicated to describing ITIL key concepts and terminology (including "e;stakeholders"e; and "e;processes, functions and roles"e;) and throughout the pocket guide the wide range of 3, 4 and 5 letter ITIL acronyms (including PBA, FMITS, BRM, SLM, OLA, SLR, VBF, ITSCM, SACM, RADM) are expanded and explained.A brief summary of the ITIL qualification scheme and the Foundation exam.The ideal revision guide for the ITIL Foundation examinationThis product is accredited by AXELOS, the licensors of official ITIL products.ITIL is a Registered Trade Mark of AXELOS Limited.

Succeed as a PRINCE2(R) practitioner with this concise overview. This guide explains the fundamental principles of PRINCE2 2017, enabling you to review essential themes before taking your PRINCE2 Foundation exam. Following accreditation, it serves as a reference guide to help you manage ongoing PRINCE2 projects within your organisation.

PRINCE2 Agile: An Implementation Pocket Guide is an official AXELOS-licensed guide that explains the PRINCE2 Agile framework in clear business language with practical guidance on how to implement this framework for any project in your organisation.

This book provides information security and risk management teams with detailed, practical guidance on how to develop and implement a risk assessment in line with the requirements of ISO27001. Drawing on international best practice including ISO/IEC 27005 and BS7799-3, the book explains in detail how to do an information security risk assessment.

It'll never happen to us ...Or will it? There are no guarantees. Disasters happen. Can you be sure they won't happen to your organisation? And are you prepared if they do?No two businesses are the same. They all have different objectives, different values and different ways of working. Crucially, no two people are the same either, and that can be significant. External factors always have an effect - good or bad - and the impact is different for every company. In times of crisis, the effectiveness of 'one-size-fits-all' plans and checklists is, therefore, limited.Change your thinking on resilience managementResilient Thinking discusses the importance of thinking laterally about potential impacts on your organisation and examines a 'thinking' approach to resilience management. As you read this book, you will learn how to:optimise profitability by thinking about how to make the right decisions for your organisation in the current business climaterecognise potential risks and threats to your organisation and minimise impact, should the worst happenunderstand the drawbacks of 'silo' operations and obtain the buy-in of all employees and departments to your resilience planningimprove your efficiency and profitability, as you critically assess your organisation's strengths and weaknessesput plans in place which are cost-effective, relevant, workable and reality-based, and which will enable a return to 'business as usual' as quickly as possible after an incidentprotect your organisation's assets and key stakeholder relationshipsmaintain your competitive edge, as you draw on knowledge gained through your experience and that of your competitors.Resilient Thinking will revolutionise your approach to risk analysis and crisis management. Even if the worst does happen, you will be fully equipped to handle it.Be equipped. Be prepared. Be ready with thisvital guide to organisational survival.

Agile Project Management, Assurance and Auditing - A practical guide for auditors, reviewers and project teamsAdopting the Agile methodology helps organisations develop the flexibility and adaptability necessary in such fast-paced environments.The use of Agile for non-IT projects - such as introducing new products, refurbishing retail outlets, and even planning and running audits - means that general auditors and other reviewers, as well as IT specialist auditors, need to understand Agile practices.This guide provides an overview of Agile for auditors, reviewers and project teamsThis guide covers:Agile project management audit objectives;The risks covered by each objective;What controls to expect and how these can be audited;Case studies illustrating Agile project initiation and high-level requirements; andHints and tips for performing an audit review.For experienced auditors and project management teams, this guide demonstrates how they can adapt and reuse audit skills that they may have gained during traditional waterfall, CRAMM (CCTA Risk Analysis and Management Method), or PRINCE2implementation/audits. For those less experienced, it will encourage them to consider these good practices and their application to Agile audits.An ideal introduction to Agile project management for auditors, project managers, Agile teams and students

Why do projects fail?The people who plan and execute major projects are often highly skilled and highly regarded. They are not obviously incompetent. Where a project uses external suppliers or contractors as a significant support to project delivery, the risk of a fundamental failure seems to escalate. Is this a failure of project management? A failure of procurement? A failure of both? Or are there other factors at play?This book aims to be a self-help manual. It will enable you to improve your personal and corporate performance. It will also help you ensure that the sub-system elements of a project, where there are 'interfaces' between systems that need to 'talk' to each other, will be effectively managed - with no nasty surprises.Buying and integrating advanced technologyRight First Time - Buying and integrating advanced technology for project success does not pretend to hold the key to a 'nirvana' of project delivery. Rather, it gets straight to the point about buying - and integrating - advanced technology. It recognises that integrating sub-systems is fertile ground for failure and that effective procurement is increasingly important in project delivery.The failure of one sub-system can undermine an entire project, and the integration of sub-components is all too often assumed to be a technical problem that 'technical people' will overcome. Few projects make integration a defined subset of the overall project plan, yet most will benefit from doing so.A project management playbookA management book rather than a technical book, Right First Time - Buying and integrating advanced technology for project success focuses on the difficult issue of sub-system integration in the context of third-party (supply) relationships. If you are responsible for project management and practical delivery, at senior or junior level, it provides lots of practical questions to help you work through the issues, acting as a catalyst for supplementary questions and lines of investigation, focusing on potential problem areas relevant to your own context.Powerful learning outcomes and self-reflective questions at the end of each chapter enable you to create key action points and assess your organisation's approach to improve project management governance and ensure you get it right first time.Project managers, procurement managers, business change managers, commercial managers, mobilisation/transition managers, product managers and contract managers will all find value in this comprehensive guide to managing sub-system integration for project success."e;Overall, this was excellent; I enjoyed reading it. It is obvious that the author has a vast wealth of experience which they have articulated very well into a comprehensive and strong flowing manual."e;- Chris Achillea

What is resilience?Resilience is the ability to cope with setbacks and find solutions to problems. It is the ability to bounce back from adversity and hardships, learn from experiences and move on. Being resilient means having the strength and conviction to confront life's challenges and adapt positively to difficult circumstances.A Gartner surveyrevealed that 74% of CFOs and finance leaders planned to keep their previously on-site workforce working remotely post COVID-19.Even before the pandemic, the work environment had become one of constant change. People could no longer expect job stability, working time had become increasingly fluid and sophistication of technology meant that businesses were no longer limited to specific geographical locations to manage their workforce.The impact of the COVID-19 pandemic, from the uncertainty and stress it created to the realisation that the world of work will need to change to deal with economic uncertainties and modified ways of working, means that resilience is now more important than ever.Why is resilience important?We need to build our resilience to cope effectively with ambiguity and change, and to bounce back in the face of adversity. This is particularly important if we manage and lead others at work.Well-being in the Workplace - A guide to resilience for individuals and teamsis aimed at managers who need to build resilience in both themselves and their team and improve their own and others' well-being. Remote working makes it even harder for managers to identify if team members are struggling, and employees may lack the support network to help them cope with stress in their work and home environments.Recognise the warning signs and take positive actionA practical guide, this book will equip managers with the skills and confidence to effectively build their own and others' resilience and support their team's well-being. It covers:An introduction to what resilience is and why we need it;The challenges for managers of building resilience in themselves and others;How to assess your own levels of resilience;Tips for physical, emotional, mental and social well-being;How to build resilience in team members; andThe benefits of building resilience and how to make habits stick.Managers, team leaders, those in HR roles, and employees looking to adapt to new ways of working will find this book invaluable.Understand the benefits of building resilience and how you can support your team's well-being - buy this book today!

Digital Earth - Cyber threats, privacy and ethics in an age of paranoiaWhether it's the next big ransomware attack or cyber terrorism, digital threats have evolved drastically in recent years. Issues surrounding phishing, misinformation, cyber terrorism, physical security, and privacy continue to arise for both individual users and large enterprises.With technology an intrinsic part of our everyday lives, we need to be aware of digital threats, and be able to identify other threats such as phishing, ransomware, and spyware before they can wreak havoc in our professional or personal lives.This book discusses the most prevalent technological threats that we face today. It is an accessible guide that highlights the most common cyber attacks, and explores data ethics and privacy in an age where we hold so much of our PII (personally identifiable information) online.It covers cyber threats such as phishing, disinformation versus misinformation in a post-COVID-19 world, cyber terrorism, and the power of social media, and analyzes ever-evolving privacy concerns in response to technological advances. For example, does the use of drones by law enforcement offer us complete security or raise questions around the privacy of citizens?The book focuses on:The spike in phishing amid the COVID-19 pandemicCyber terrorismThe risks associated with social mediaWhether drones are a search-and-rescue solution or the all-seeing eye in the sky

The PRINCE2 Agile® Practical Implementation Guide - Step-by-step advice for every project type, Second edition This guide explains how the structured, management-driven PRINCE2 project governance framework can work cohesively with team-driven, quality-focused, responsive Agile methods.This guide provides an overview of PRINCE2® and Agile before detailing the combined PRINCE2 Agile governance and project management framework. It also provides expert guidance on how to implement the PRINCE2 Agile framework in your organization, whether you have existing PRINCE2, Agile or waterfall structures in place, or you are implementing PRINCE2 Agile with no pre-existing frameworks.The key to successfully implementing PRINCE2 Agile is understanding how it brings together PRINCE2 and Agile best practices into a cohesive framework, and how to adapt that framework to meet your organization's specific needs. This guide is structured to provide you with the core information that you need to understand how PRINCE2 Agile works, and implementation guidelines aligned to the needs of your organization and your projects.Ideal for PRINCE2 Agile students, project managers, IT managers, senior managers, PRINCE2 users and Agile users, this guide will help you to successfully deliver high business value outcomes within the PRINCE2 Agile framework.PRINCE2 Agile® is a registered trade mark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

An IT service desk is the first point of contact between users and an IT organisation. A service desk is a one-stop destination for enquiries, requests and reporting issues, ensuring continuing use of IT services without disruption. They have become intrinsic in modern organisations.A service desk makes prioritising and responding to customer enquiries much more efficient, saving time and money. More and more organisations are understanding that customer satisfaction is key to developing their business.The Service Desk Handbook - A guide to service desk implementation, management and support provides operational guidance for implementing, managing and supporting service desks in the enterprise. It will help service desk teams in adopting ITIL to accomplish their tasks while making the necessary adaptations as per their organisation's needs.Suitable for service desk agents, supervisors and managers, as well as project managers and senior management looking to revise processes, this book will help readers get a service desk unit off the ground and act as a key reference guide once the service desk has been implemented.Topics covered include: Planning for a service desk; Telephony and tooling; The service desk team; Documentation; Performance measures; and Technology considerations - artificial intelligence and platforms and tools.

A clear, concise primer on the CMMC (Cybersecurity Maturity Model Certification), this pocket guide:Summarizes the CMMC and proposes useful tips for implementationDiscusses why the scheme has been createdCovers who it applies toHighlights the requirements for achieving and maintaining compliance

Adaptable Project Management - A combination of Agile and Project Management for All (PM4A)Project management skills continue to be desired by employers, and those with qualifications can often demand a higher salary. Project managers are valued for their flexibility, agility and, increasingly, ability to align with the strategic goals of the business as project management moves from being a specialist discipline in software environments to a general business skill.Adaptable Project Management - A combination of Agile and Project Management for All (PM4A)dispels the myth that Agile approaches to project management can only be used for software development. It also recognises that there are both benefits and drawbacks to all project management methodologies. Following detailed analysis of Agile practices and the traditional waterfall approach, author Colin Bentley proposes a new method of project management using principles that focus on PM4A (project management for all).Adaptable Project Management:Enables readers to understand how to approach projects where the full requirements are not known at the outset;Gives advice on how to combine the benefits of Agile and waterfall project management methodologies for successful project implementation;Helps readers take a thorough approach to risk management; andProvides a universal approach to project management, making sure that it is accessible for multiple industries and not wedded to software development practices.Project managers, IT managers, consultants and other senior managers trying to develop a project management approach suitable for their organisation, or those employees expected to take on project management or 'client/product owner' roles without any briefing or other support will find this book extremely valuable. It will also benefit any readers doing a project assurance review for the first time, as well as Agile users who want to know how to fill the gaps in their current method, such as quality and risk management.Buy this book today for a universal and successful approach to project management!