Verleger: K-i-s-publishing
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.
David Cohen, Christian Sturm
Developers are always looking to raise their game to the next level, yet most are completely lost when it comes to the Linux command line.This book is the bridge that will take you to the next level in your software development career. Most of the skills in the book can be immediately put to work to make you a more efficient developer. It’s written specifically for software engineers, not Linux system administrators, so each chapter will equip you with just enough theory to understand what you’re doing before diving into practical commands that you can use in your day-to-day work as a software developer.As you work through the book, you’ll quickly absorb the basics of how Linux works while you get comfortable moving around the command line. Once you’ve got the core skills, you’ll see how to apply them in different contexts that you’ll come across as a software developer: building and working with Docker images, automating boring build tasks with shell scripts, and troubleshooting issues in production environments.By the end of the book, you’ll be able to use Linux and the command line comfortably and apply your newfound skills in your day-to-day work to save time, troubleshoot issues, and be the command-line wizard that your team turns to.
Frank Solomon, Prashanth Jayaram, Awni Al Saqqa
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.
Peter Farrell, Alvaro Fuentes, Ajinkya Sudhir Kolhe,...
Are you looking to start developing artificial intelligence applications? Do you need a refresher on key mathematical concepts? Full of engaging practical exercises, The Statistics and Calculus with Python Workshop will show you how to apply your understanding of advanced mathematics in the context of Python.The book begins by giving you a high-level overview of the libraries you'll use while performing statistics with Python. As you progress, you'll perform various mathematical tasks using the Python programming language, such as solving algebraic functions with Python starting with basic functions, and then working through transformations and solving equations. Later chapters in the book will cover statistics and calculus concepts and how to use them to solve problems and gain useful insights. Finally, you'll study differential equations with an emphasis on numerical methods and learn about algorithms that directly calculate values of functions.By the end of this book, you’ll have learned how to apply essential statistics and calculus concepts to develop robust Python applications that solve business challenges.
Liu Peng
The Statistics and Machine Learning with R Workshop is a comprehensive resource packed with insights into statistics and machine learning, along with a deep dive into R libraries. The learning experience is further enhanced by practical examples and hands-on exercises that provide explanations of key concepts.Starting with the fundamentals, you’ll explore the complete model development process, covering everything from data pre-processing to model development. In addition to machine learning, you’ll also delve into R's statistical capabilities, learning to manipulate various data types and tackle complex mathematical challenges from algebra and calculus to probability and Bayesian statistics. You’ll discover linear regression techniques and more advanced statistical methodologies to hone your skills and advance your career.By the end of this book, you'll have a robust foundational understanding of statistics and machine learning. You’ll also be proficient in using R's extensive libraries for tasks such as data processing and model training and be well-equipped to leverage the full potential of R in your future projects.
The Successful Software Manager. The definitive guide to growing from developer to manager
Herman Fung
The Successful Software Manager is a comprehensive and practical guide to managing software developers, software customers, and the process of deciding what software needs to be built. It explains in detail how to develop a management mindset, lead a high-performing developer team, and meet all the expectations of a good manager.The book will help you whether you’ve chosen to pursue a career in management or have been asked to act up as a manager. Whether you’re a Development Manager, Product Manager, Team Leader, Solution Architect, or IT Director, this is your indispensable guide to all aspects of running your team and working within an organization and dealing with colleagues, customers, potential customers, and technologists, to ensure you build the product your organization needs.This book is the must-have authoritative guide to managing projects, managing people, and preparing yourself to be an effective manager. The intuitive real-life examples will act as a desk companion for any day-to-day challenge, and beyond that, Herman will show you how to prepare for the next stages and how to achieve career success.