Informatyka
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The Service Desk Handbook. A guide to service desk implementation, management and support
IT Governance Publishing, Sanjay Nair
This book provides practical insights into service desk management, focusing on building and optimizing a service desk to meet organizational needs. It starts with an understanding of the service desk's role, mission, and vision, laying the foundation for effective operations. It covers strategic planning for a well-structured service desk, focusing on staffing, SLAs, and using knowledge bases and self-service portals.The book discusses essential tools and technologies like telephony systems and ITSM tools, and how to configure them for efficiency. It emphasizes developing high-performance teams focused on respect, integrity, and teamwork, highlighting the importance of clear documentation, such as standard operating procedures and incident management, to ensure consistency in service delivery.Performance measurement is emphasized with strategies for tracking success using CSFs, KPIs, and customer satisfaction metrics. It explores both qualitative and quantitative evaluations to improve service desk performance.Finally, it examines emerging trends such as AI and chatbots, and their integration into service desk operations. The last chapters offer professional tips, techniques for root cause analysis, and provide a roadmap to optimize service desk operations for future success.
Rebecca Terpstra, Dana Hoffman
Design professionals often find it hard to help their clients visualize their unique concepts and visions. Luckily, SketchUp bridges this communication gap with a powerful set of tools for visualizing and presenting your design ideas. This book teaches the approach perfected by two successful interior designers who have mastered SketchUp Pro/Studio to generate a workflow that produces fascinating designs and enables you to communicate them through vivid illustrations.Starting with a review of the basics of creating 3D models, this book introduces Becca’s Hierarchy of Modeling—a ten-step process that establishes a rhythmic pattern in your workflow. As you progress, you’ll build on your SketchUp Pro knowledge by constructing architectural elements of a commercial building and furnishing a residential room with your own furniture, fixtures, and equipment (FFE) from scratch. From infusing photorealism into models to crafting appealing client presentations using SketchUp LayOut, this book has you covered. Each chapter provides step-by-step explanations of essential concepts and practical examples to reinforce learning.By the end of this book, you’ll have an advanced understanding of SketchUp Pro’s capabilities, ensuring you enjoy working on conceptual or full design projects from start to finish and showing off your design prowess.
Craig M Jamieson
Smart businesses are taking advantage of new technologies to overcome the challenges and secure the opportunities arising from recent shifts to buyer behaviour. The single biggest challenge for businesses today is to retain the loyalty of your existing customers and to find a way of extending your reach to find new ones. Social CRM allows you to do precisely that, offering a platform from which you can manage your current customer base while building and extending it.Craig Jamieson, an expert in social sales, wants to unlock the power of Social CRM for your business. With this book he takes you through the process of integrating Social CRM within your business strategy. He explores how to evaluate your needs, and discusses choosing the right Social CRM system for your business, before looking closely at how to successfully implement the system with best practices to bring increased revenues.
Frank Solomon , Rakesh Kumar Pandey, Shubham...
Many software applications are backed by powerful relational database systems, meaning that the skills to be able to maintain a SQL database and reliably retrieve data are in high demand. With its simple syntax and effective data manipulation capabilities, SQL enables you to manage relational databases with ease. The SQL Workshop will help you progress from basic to advanced-level SQL queries in order to create and manage databases successfully.This Workshop begins with an introduction to basic CRUD commands and gives you an overview of the different data types in SQL. You'll use commands for narrowing down the search results within a database and learn about data retrieval from single and multiple tables in a single query. As you advance, you'll use aggregate functions to perform calculations on a set of values, and implement process automation using stored procedures, functions, and triggers. Finally, you'll secure your database against potential threats and use access control to keep your data safe.Throughout this Workshop, you'll use your skills on a realistic database for an online shop, preparing you for solving data problems in the real world.By the end of this book, you'll have built the knowledge, skills and confidence to creatively solve real-world data problems with SQL.
Ezequiel Lanza, Eduardo Spotti
Unlock the power of artificial intelligence to transform Linux infrastructure and operations.The Ultimate AI Guide for Linux Engineers is a practical, hands-on handbook for applying AI to real-world Linux systems. You will demystify AI, machine learning, and large language models (LLMs) in practice, prepare AI-ready Linux environments for CPU and GPU workloads, and work with containers and essential open-source frameworks such as PyTorch, Hugging Face Transformers, LangChain, and OpenVINO.Moving into real operational use cases, you will build AI agents and agentic workflows to automate system administration, integrate LLMs into monitoring and troubleshooting pipelines, and apply Retrieval-Augmented Generation (RAG) to query logs, documentation, and internal knowledge bases. You will also enhance observability and incident response with intelligent automation.Finally, you will learn how to deploy and scale AI services using Docker, Kubernetes, and cloud-native architectures, implement security and privacy guardrails, and design reliable AI-driven workflows for enterprise Linux environments.By the end, you will have a practical framework to integrate AI into Linux workflows securely and at scale.
Dr. Gabriel N. Schenker
Containers have become the foundation of modern software platforms, transforming how applications are built, shipped, secured, and operated. However, as systems grow more distributed and regulated, using containers effectively requires more than basic commands; it requires architectural understanding, security awareness, and operational discipline.The Ultimate Docker Container Book, Fourth Edition, takes you from container fundamentals to running production-grade platforms. Starting from first principles, the book explains how containers reduce friction in the software supply chain and progressively introduces images, networking, state management, testing, and debugging. You will learn how to design and operate distributed applications, manage multi-service systems, and apply orchestration using Kubernetes. This fourth edition places a stronger emphasis on security, governance, and compliance, reflecting real-world enterprise requirements. It also explores AI and automation in DevOps, showing how modern teams can enhance delivery and operations responsibly.Whether you are a developer, DevOps engineer, platform engineer, or software architect, this book equips you with the skills and understanding needed to build secure, scalable, and future-ready container platforms.
Glen D. Singh
Build practical ethical hacking skills through realistic attack scenarios that reflect how security assessments are performed in real organizations. This book helps you move beyond theory by showing how vulnerabilities are discovered, exploited responsibly, and reported clearly.Written by Glen D. Singh, a cybersecurity instructor and author with deep experience in offensive security, networking, and security operations, this book emphasizes practical skill development and responsible testing practices. You begin by setting up a safe lab and learning ethical hacking principles, methodologies, and legal considerations. Then you progress through reconnaissance, scanning, and enumeration to understand how attackers gather intelligence and how defenders reduce exposure. You’ll continue with vulnerability assessment, system hacking, malware basics, and network attacks using structured labs.As environments grow more complex, you explore wireless attacks, IoT and OT threats, and gain awareness of SIEM and EDR detection. The final chapters focus on professional reporting and career development, showing how to present findings clearly and ethically.By the end of this book, you will be able to perform ethical hacking engagements from reconnaissance to reporting with confidence.
Patrick Haggerty
From data ingestion and storage, through data processing and data analytics, to application hosting and even machine learning, whatever your IT infrastructural need, there's a good chance that Google Cloud has a service that can help. But instant, self-serve access to a virtually limitless pool of IT resources has its drawbacks. More and more organizations are running into cost overruns, security problems, and simple why is this not working? headaches.This book has been written by one of Google’s top trainers as a tutorial on how to create your infrastructural foundation in Google Cloud the right way. By following Google’s ten-step checklist and Google’s security blueprint, you will learn how to set up your initial identity provider and create an organization. Further on, you will configure your users and groups, enable administrative access, and set up billing. Next, you will create a resource hierarchy, configure and control access, and enable a cloud network. Later chapters will guide you through configuring monitoring and logging, adding additional security measures, and enabling a support plan with Google.By the end of this book, you will have an understanding of what it takes to leverage Terraform for properly building a Google Cloud foundational layer that engenders security, flexibility, and extensibility from the ground up.