Inside Cyber Warfare by Jeffery Carr was an interesting analysis into the current threat that the government and businesses face from the rise in using cyberspace as the new grounds for warfare. I would say though that this book is probably the most detailed and best written book on the topic that I have came across. So I would, and have, recommended the book to several others that are more interested in cyber-terrorism and how the governments of today are using worms and Denial of Service attacks as their weapons.
After several months of this book sitting on my “To Read” queue, I finally took the time to read some of the essays within the O’Reilly compilation book, “Beautiful Testing.” The essays are grouped into one of three categories, “Testers”, “Process”, or “Tools. I found the group of essays around Testers to be the most interesting as the essays focused more on the testing and Software Quality Assurance community as a whole rather than actually the implementation of testing processes and tools.
I found this video to be a must-have resource for anyone that works with the user interface of application development. While this video does not go into details on how to build these interfaces, it does arm the viewer with enough information to go out and build better designed web interfaces. This video has also given me a few ideas on how to re-organize and design the blogs I manage as well as the IT Service Management software I’ve been working on in Adobe Flex. I highly recommend you take time out to watch this 4 hour course on web design patterns. I’m sure you will emerge with a more keen sense for good design principles.
One of your employees has just tried to print something and he/she gets a printer error. The error says, “Out of paper.” Well the employee knows that the printer is not out of paper and it does not have a paper jam. What to do? Well the traditional answer is to call technical support. But wait. Hasn’t someone else in the office seen this error before? Can it be corrected faster with the help of a co-worker? In this article we will review 7 ways a Knowledge Base program can improve overall office communication.
The IT Infrastructure Library, or ITIL, is a framework for organizations to implement to make sure that their IT services can be delivered effectively and efficiently. It was developed in the 1980s by an agency of the British government, now called the called the Office of Government Commerce (OGC), to help the government better manage its IT infrastructure and save money in the process.
If there’s one thing that’s true in IT, as in all business, it’s that change is unavoidable. It’s how you deal with that change that will make or break your business. One of the keys to managing change is creating a Change Advisory Board, or CAB, which will help a business balance the need for the changes with any inherent risks. The members of this board will give the change management team the input necessary to help you make the best decisions for your company.
If you want your business to be successful it’s imperative to install the best IT service management software, or help desk ticketing software, for your needs so you can keep your website running smoothly, manage your inventory and manage/track customer problems from start to finish.
The official ITIL (IT Infrastructure Library) definition of Service Level Agreement, more commonly referred to as an SLA, is a formally negotiated agreement between an IT Service Provider and a Customer. The SLA describes the IT Service, documents Service Level Targets, and specifies the responsibilities of the IT Service Provider and the Customer. A single SLA may cover multiple IT Services or multiple Customers.
Webster’s dictionary defines the word, “expectation” as the act or state of looking forward or anticipating the degree of probability that something will occur. Setting a Service Level Objective with your Customer sets their expectation.