Technical Support Books - Page 3

PC Help Desk in a Book: The Do-it-Yourself Guide to PC Troubleshooting and Repair

Mark Edward Soper

Amazon Price: $29.99 List Price: $29.99 In stock soon. Order now to get in line. First come, first served. By: Que Amazon Marketplace: 27 new & used starting at $11.35

Buy at Amazon.com

Browse similar items by category:
Subjects -> Computers & Internet -> Business & Culture -> Technical Support
Subjects -> Computers & Internet -> Hardware -> Maintenance, Repair & Upgrading
Subjects -> Computers & Internet -> Hardware -> PCs

Customer Reviews:
Total reviews: 8 Average rating: 5.0 of 5

A great help 5 out of 5 stars.
13 of 14 people found this review helpful.

I had looked at this book for a long time, but delayed buying it. I finally bought it as a supplement to other, more technical books I have. It gives me the information I need without numbing my mind in geek-speak. During the first 24 hours after buying it, this book got me out of several difficult problems quickly and effortlessly. Surprisingly, it is not the diagnostic flow charts I have found most helpful, but the book's running text located by way of index entries has been the most helpful to me in solving the problems I had, one of which was the Blue Screen of Death related to the recognition of a hard drive on an OS installation.

Editorial Review:

Each year, thousands of harmless PCs suffer the pain and humiliation of buggy Windows installations, bad cable connections, mismanaged system resources, viruses, and slow Internet connections. All too often, these downtrodden PCs end up being scrapped before their time by owners who just can't care for them any longer. The real travesty is that with a little love, these wounded PCs could become useful members of society. That's where PC HelpDesk in a Book comes in. Using a unique, medical dictionary approach, this book walks users through the symptoms to diagnose and treat the problem. End-users will be armed to perform cost-effective upgrades, repair fouled Windows installations, and squeeze out a little more performance from a slow Internet connection in lieu of purchasing a new computer.

The Compleat Guide to Day Trading Stocks

Jake Bernstein

Amazon Price: $26.37 List Price: $39.95 Usually ships in 24 hours By: McGraw-Hill Amazon Marketplace: 33 new & used starting at $19.31

Buy at Amazon.com

Browse similar items by category:
Subjects -> Business & Investing -> Industries & Professions -> Accounting -> General
Subjects -> Business & Investing -> Industries & Professions -> Accounting -> General AAS
Subjects -> Business & Investing -> Investing -> Futures

Customer Reviews:
Total reviews: 12 Average rating: 4.0 of 5

Editorial Review:

Day trading is Wall Street’s hottest trend and, in The Compleat Guide to Day Trading Stocks, famed futures trader and author Jake Bernstein turns his attention, knowledge, and experience to the exciting world of stock trading. Bernstein covers timing systems, trend following systems, breakout systems, and more—all illustrated with chart examples based on intra-day time frames, and supported by results from his meticulous, historically accurate back testing.

Basic enough for novice traders—yet with enough detail for the most demanding market veterans—Bernstein’s book gives day traders the tools they need to succeed in this fast-paced, relentless market. Special attention is given to:
• Day trading the technology sector
• Risk management and diversification
• Little-known nuances of order placement Jake Bernstein (Northbrook, IL) publishes MBH Weekly, a newsletter covering the commodities and futures markets. Author of The Compleat Day Trader and Strategies for the Electronic Futures Trader, Bernstein is a popular speaker at trading seminars and regularly appears on radio and television.

Mission Critical: Realizing the Promise of Enterprise Systems

Thomas H. Davenport

Amazon Price: $21.86 List Price: $29.95 Usually ships in 24 hours By: Harvard Business School Press Amazon Marketplace: 63 new & used starting at $0.29

Buy at Amazon.com

Browse similar items by category:
Subjects -> Business & Investing -> Industries & Professions -> MIS
Subjects -> Business & Investing -> Management & Leadership -> Management
Subjects -> Business & Investing -> Management & Leadership -> Strategy & Competition

Customer Reviews:
Total reviews: 12 Average rating: 4.0 of 5

Editorial Review:

A No-Nonsense Guide to the Benefits and Pitfalls of Enterprise-Wide Information Systems

How many organizations would doubt the promise of an integrated enterprise system (ES)? Not many, judging by a $15 billion industry. The combination of an ES as a platform for organizational information and Internet technology for gaining access to it adds up to the ideal solution for company-wide data sharing in real time. Not surprisingly, small and large companies worldwide are either considering an ES, in the process of implementing one, or living with the results. Yet, says Tom Davenport, unless managers view ES adoption and implementation as a business decision rather than a technology decision, they may be risking disappointment

Mission Critical presents an authoritative and no-nonsense view of the ES opportunities and challenges. Suggesting ESs are not the right choice for every company, the author provides a set of guidelines to help managers evaluate the benefits and risks for their organizations. To be successful, argues Davenport, an organization must make simultaneous changes in its information systems, its business processes, and its business strategy. Such changes are described in detail with extensive examples from real organizations. Bolstering his contention that ESs should be viewed as business vs. technology projects, Davenport spells out the specific business change objectives that should be formulated in advance of ES adoption and monitored throughout its implementation.

The first strategic guide to the ES decision, Mission Critical will be indispensable to general managers and information technology specialists at all stages of the implementation process.

Decision Support Systems and Intelligent Systems (7th Edition)

Efraim Turban, Jay E. Aronson, Ting-Peng Liang

Amazon Price: $133.33 List Price: $166.67 Usually ships in 24 hours By: Prentice Hall Amazon Marketplace: 26 new & used starting at $7.10

Buy at Amazon.com

Browse similar items by category:
Subjects -> Business & Investing -> Industries & Professions -> MIS
Subjects -> Business & Investing -> Management & Leadership -> Decision-Making & Problem Solving
Subjects -> Business & Investing -> General

Customer Reviews:
Total reviews: 20 Average rating: 2.5 of 5

Editorial Review:

Widely hailed for its contemporary, cutting-edge perspective, this comprehensive, reader-friendly text covers the latest decision support theories and practices used by managers and organizations. Current examples and cases are drawn from actual organizations and firms. Decision Making, Systems, Modeling, and Support. Data Warehousing, Access, Analysis, Mining, and Visualization. Modeling and Analysis. Decision Support System Development. Collaborative Computing Technologies: Group Support Systems. Enterprise Decision Support Systems. Knowledge Management. Artificial Intelligence and Expert Systems. Knowledge Acquisition and Validation. Knowledge Representation. Inference Techniques. Intelligent Systems Development. Neural Computing Applications, and Advanced Artificial Intelligent Systems and Applications. Intelligent Software Agents and Creativity. Implementing and Integrating Management Support Systems. Organizational and Societal Impacts of Management Support Systems. For managers interested in Decision Support Systems, Computerized Decision Making, and Management Support Systems.

Help Desk Practitioner's Handbook

Barbara Czegel

Amazon Price: $40.81 List Price: $60.00 Usually ships in 24 hours By: Wiley Amazon Marketplace: 33 new & used starting at $8.99

Buy at Amazon.com

Browse similar items by category:
Subjects -> Business & Investing -> Economics -> General AAS
Subjects -> Business & Investing -> Industries & Professions -> Customer Service
Subjects -> Business & Investing -> Industries & Professions -> Human Resources & Personnel Management

Customer Reviews:
Total reviews: 3 Average rating: 4.5 of 5

Editorial Review:

Your complete guide to surviving and thriving as a Help Desk practitioner
Help Desk Practitioner's Handbook
The only book to address the unique concerns of the huge and growing number of Help Desk analysts, this is your complete guide to becoming a more effective communicator and problem-solver and deriving greater satisfaction from your job. Barbara Czegel, North America's most well-known expert on Help Desk support services and training, uses dozens of fascinating scenarios and real-world examples to illustrate the right (and wrong) ways to handle virtually every situation you can encounter. She arms you with an arsenal of proven tools of the trade, including:
* Eleven effective listening habits that improve your ability to solve problems
* Techniques for increasing the speed and accuracy of problem resolution
* Early warning systems and layered strategies for problem control
* Tools for reducing calls and eliminating problems before they occur
* A simple, step-by-step process for doing cost justifications
* Methods for turning Help Desk interactions into marketing opportunities
Visit our Web site at www.wiley.com/compbooks/

Support Vector Machines (Information Science and Statistics)

Ingo Steinwart, Andreas Christmann

Amazon Price: $67.96 List Price: $84.95 Usually ships in 24 hours By: Springer Amazon Marketplace: 28 new & used starting at $55.00

Buy at Amazon.com

Browse similar items by category:
Subjects -> Computers & Internet -> Business & Culture -> Technical Support
Subjects -> Computers & Internet -> Computer Science -> Artificial Intelligence -> Machine Learning
Subjects -> Computers & Internet -> Computer Science -> Artificial Intelligence -> Theory of Computing

Editorial Review:

This book explains the principles that make support vector machines (SVMs) a successful modelling and prediction tool for a variety of applications. The authors present the basic ideas of SVMs together with the latest developments and current research questions in a unified style. They identify three reasons for the success of SVMs: their ability to learn well with only a very small number of free parameters, their robustness against several types of model violations and outliers, and their computational efficiency compared to several other methods.

Since their appearance in the early nineties, support vector machines and related kernel-based methods have been successfully applied in diverse fields of application such as bioinformatics, fraud detection, construction of insurance tariffs, direct marketing, and data and text mining. As a consequence, SVMs now play an important role in statistical machine learning and are used not only by statisticians, mathematicians, and computer scientists, but also by engineers and data analysts.

The book provides a unique in-depth treatment of both fundamental and recent material on SVMs that so far has been scattered in the literature. The book can thus serve as both a basis for graduate courses and an introduction for statisticians, mathematicians, and computer scientists. It further provides a valuable reference for researchers working in the field.

The book covers all important topics concerning support vector machines such as: loss functions and their role in the learning process; reproducing kernel Hilbert spaces and their properties; a thorough statistical analysis that uses both traditional uniform bounds and more advanced localized techniques based on Rademacher averages and Talagrand's inequality; a detailed treatment of classification and regression; a detailed robustness analysis; and a description of some of the most recent implementation techniques. To make the book self-contained, an extensive appendix is added which provides the reader with the necessary background from statistics, probability theory, functional analysis, convex analysis, and topology.

The Help Desk Audit: Blueprint for Success

Julie L. Mohr

Amazon Price: $49.99 List Price: $49.99 Usually ships in 24 hours By: BlueprintAudits.com Amazon Marketplace: 1 new & used starting at $49.99

Buy at Amazon.com

Browse similar items by category:
Subjects -> Business & Investing -> Management & Leadership -> Management
Subjects -> Computers & Internet -> Business & Culture -> Manager's Guides to Computing
Subjects -> Computers & Internet -> Business & Culture -> Technical Support

Customer Reviews:
Total reviews: 6 Average rating: 4.5 of 5

Editorial Review:

In the current economy, IT managers must find creative approaches to improve IT services with reduced funding and fewer resources. In an effort to assist IT managers, The Help Desk Audit: Blueprint for Success identifies critical areas of weakness within the support environment and provides practical, step-by-step improvement strategies. Developed originally as a workshop, this book contains audits in all critical areas of the support organization including: Help Desk Foundation, People, Process, Tools and Customer Relationship Management. Each audit rates the maturity of the support organization: Advanced, Mature, Emergent or Immature. This do-it-yourself audit and improvement process provides the framework and guidance to enhance the support organization's ability to ensure customer success. Focus is placed upon cross-functional improvement teams, senior management buy-in, and the development of critical success factors and measurements. Each audit has five steps: assess, compare, plan, implement and assess. The assessment process begins with an audit of each functional area of a support organization and compares your responses to best practices to provide an organizational maturity rating. If a need for improvement is identified, the planning stage provides detailed information on how to launch an improvement project. This is followed by implementation and the measurement of the established success criteria. The book was written by Julie Mohr, a well-known industry speaker on the topic of support service improvement. Her workshops at the Help Desk Institute and Support Services conferences are full of enthusiasm and always well-attended. Ms. Mohr has 14 years of IT experience with 8 years of progressive management responsibility. Ms. Mohr is a managing consultant for Alternative Resources Corporation and is responsible for developing client-specific deliverables for IT service improvement strategy. She is a graduate of The Ohio State University with a degree in

Introduction to Help Desk Concepts and Skills

Susan Sanderson, Susan Sanderson

Amazon Price: $84.37 Usually ships in 24 hours By: Career Education Amazon Marketplace: 31 new & used starting at $29.45

Buy at Amazon.com

Browse similar items by category:
Subjects -> Business & Investing -> Management & Leadership -> Operations Research
Subjects -> Computers & Internet -> Business & Culture -> Technical Support
Subjects -> Computers & Internet -> Certification Central -> General

Customer Reviews:
Total reviews: 5 Average rating: 4.5 of 5

If you run a helpdesk then you need this for your employees. 5 out of 5 stars.
7 of 7 people found this review helpful.

One of the hardest things to learn in the IT industry is how to deal with customers. Learning good skills is often an ongoing process. Learning how to communicate ideas and concepts can often be very difficult.

Having run 2 help desks I know that good agents are hard to find. Susan Sanderson has put together one of the few book on help desk that take it from the beginning and give you information that will help in everyday life. I have already found several things in here that I can use in the classes I teach as well as the customers I visit.

There are 10 chapters and each one builds on each other. You have practice labs and even review questions. This book can be used as a self paced course or in the formal classroom setting.

One of the things I liked best was the cd that is included; this cd has Help Desk Software included for practice. The big plus of the cd is the sample recording of actual calls so that you can hear what the customers is saying and learn several techniques for communicating and listening.

Overall this book is very helpful and seems to have just about everything included.

Editorial Review:

"Introduction to Help Desk Skills and Concepts" is designed to teach students: the importance and benefits of measuring the delivery of customer support; how to create positive interactions with customers; how to identify customer needs; how to meet customer expectations; how to deal effectively with a variety of customer situations; how to work with unrealistic or angry customers; how to gain satisfied customers through better listening; and how to use basic tools and technologies used in the customer support industry.

A Guide to Help Desk Technology, Tools and Techniques

Dione McBride

Amazon Price: $73.45 List Price: $74.95 Usually ships in 24 hours By: Course Technology Amazon Marketplace: 26 new & used starting at $1.95

Buy at Amazon.com

Browse similar items by category:
Subjects -> Business & Investing -> Management & Leadership -> Quality Control
Subjects -> Computers & Internet -> Business & Culture -> Technical Support
Subjects -> Computers & Internet -> Programming -> Languages & Tools -> General

Customer Reviews:
Total reviews: 1 Average rating: 5.0 of 5

A complete compendium of what's available 5 out of 5 stars.
15 of 15 people found this review helpful.

I like this unique book because it is a survey of the tools and technologies that support help desk operations. What makes it unique is it is, as far as I know, the only book that solely addresses this aspect of the help desk.

Prior to reading this book I depended on the internet and vendor literature to research appropriate tools to solve problems or make operations more efficient. Often I have a vague idea where to look, but no exact starting point. This book helps to do more focused searches that return accurate and meaningful results. Why do I still searches? Because some of the tools described are in a state of flux as are any product. Therefore, some of the information in the book may be obsolete, but the real value is that it points me in the right direction, and allows me to go to the vendor sites and get the most up-to-date information. The grouping of tools also allows me to extend my research into competitive comparisons. Equally important is this book also clearly explains the underlying technologies and how they can be employed and integrated into the help desk suite of tools. Another strong point is the author has grouped the tools into classes that fit a particular need, such as event management (under the heading of alerts and notification tools), call management software, etc. This is a great help.

The classes of tools were interesting and complete. I was happy to find asset management tools, and more than pleased to find tools for tier-2 and -3 support. These support layers are often ignored in more books that deal with any aspect of help desk operations, and the inclusion of them here was an expected bonus.

While the book focuses on tools and technologies, it also has some chapters that cover processes and space planning. This information is a bit out of synch with the general theme, but does provide a context for how the tools and technologies are used.

This book is invaluable to any consultant who deals with service delivery or help desk implementations because it is like a catalog of available tools and technologies that can be applied to many different aspects of help desk operations. It will also prove valuable to companies that are evaluating available technologies in preparation for launching a help desk operation, or are in the process of selecting tools or technologies with which to improve existing help desks.

Editorial Review:

This book focuses on the technology, tools and techniques involved in running an effective help desk. A Guide to Help Desk Technology, Tools & Technology takes a look at the many software options available for tracking and managing the massive influx of data that come into a help desk daily.This title also details the types of tools specific to staff, management and customers alike.

Measuring Up: The Business Case for GIS

Christopher Thomas, Milton Ospina

Amazon Price: $19.46 List Price: $24.95 Usually ships in 24 hours By: Esri Press Amazon Marketplace: 39 new & used starting at $3.55

Buy at Amazon.com

Browse similar items by category:
Subjects -> Business & Investing -> Industries & Professions -> High-Tech
Subjects -> Business & Investing -> Industries & Professions -> MIS
Subjects -> Business & Investing -> Management & Leadership -> Management

Customer Reviews:
Total reviews: 3 Average rating: 5.0 of 5

Managers, The best book on how to use GIS now! 5 out of 5 stars.
5 of 6 people found this review helpful.

This is an outstanding resource for increasing the return on your GIS investment as well as to get new comers up to speed in understanding the benefits to GIS. As a GIS veteran who has trained new users as well as managers new to GIS in the public, private and non-profit sectors, this is the best book that I have come across to expose them to the importance of GIS and how it has specifically reduced costs, streamlined and improved service as well as perform analysis not feasible in the past. I gave five books to a world class City Planning, Info Tech, Neighborhood Services & Law Enforcement department managers (and kept one for me).

What I specifically enjoyed is that this is a "non-technical" book that focuses on several real world examples of how GIS technology has been used by real people, in the real world, in modern times and budgets and how they benefited as well as how much "$" it saved them. Full of color images and very easy to read. By seeing case studies of what others have done, I am now implementing some of the same uses. So even a GIS dinosaur like myself has been able to steal some wonderful ideas that make my bosses look great. Making them happy keeps me happy. A lifesaver for the new GIS person (especially management) and a resource for the GIS Veteran. Well done & highly recommended.

Editorial Review:

Featuring 75 case studies representing six industries and 22 sectors in business, this analysis measures the benefits of implementing geographic information systems (GIS). Thirteen ways that implementing GIS increases productivity and efficiency are outlined, including saving time and money, generating revenue, automating workflow, and increasing accuracy, communication, and collaboration. How to visualize and track the benefits of GIS is also addressed.