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Service Desk and Incident Manager: Careers in IT service management

by Peter Wheatcroft

The role of a service desk manager is to provide the single point of contact between an IT organisation and its users. Responsibilities include developing, implementing, monitoring and improving processes and...


Cleaning Pakistan's Air: Policy Options to Address the Cost of Outdoor Air Pollution

by Ernesto Sanchez-Triana & Santiago Enriquez

The extent of urban air pollution in Pakistan-South Asia's most urbanized country-is among the world's most severe, significantly damaging human health, quality of life, and the economy and environment of Pakistan....


Trade and Transport Corridor Management Toolkit

by Charles Kunaka & Robin Carruthers

Trade and transport corridors-major routes that facilitate the movement of people and goods between regions and between countries-have existed for millennia. They enable regions and countries to offer high-capacity...


Service Offerings and Agreements: A Guide for Itil(r) Exam Candidates

by Richard Griffiths

By implementing good practice in service offerings and agreements, IT departments can achieve customer satisfaction. Providing clarification and expansion of the core ITIL® texts, this new edition reflects...


Operational Support and Analysis: A Guide for Itil(r) Exam Candidates

by John Sansbury

This user-friendly book aims to assist candidates pass the ITIL® OSA Intermediate examination. It references material from the core ITIL texts and gives practical guidance. This new edition includes the latest...


Rebuilding Construction (Routledge Revivals): Economic Change in the British Construction Industry

by Michael Ball

First published in 1988, this book analyses the changes that took place in the economic organisation of the British construction industry throughout the 1970s and early 1980s, in particular considering its social...


Business-Focused It and Service Excellence

by David Miller

A revolutionary, new service excellence model that creates more accurate alignment between service providers and business customers. IT remains crucial to the ongoing success of most businesses, and David Miller's...


It Service Management Foundation Practice Questions: For Itil Foundation Exam Candidates

by Tony Gannon & Steve Mann

The most authoritative guide to preparing for the ITIL® Foundation Certificate in IT Service Management. This new edition is compatible with the 2011 update to ITIL®. It includes an extensive range of practice...


Regulatory Frameworks for Dam Safety: A Comparative Study

by Daniel D. Bradlow & Alessandro Palmieri

'Regulatory Frameworks for Dam Safety' was conceived and prepared in response to growing concern over the safety of dams. Given the large number of dams around the world, the safe operation of dams has significant...


The Future of Local Economic Develo

by Ines Newman

This book looks at the future role of local economic development. Once New Labour came to power in 1997, they sought a third way between the new right agenda of Thatcherism with its attempts to reduce the role...


Technology Infrastructure - Antonel

by Cristiano Antonelli, Albert N. Link & Stan Metcalfe

Technology infrastructure supports the design, deployment and use of both individual technology-based components and the systems of such components that form the knowledge-based economy. As such, it plays a...


The Year Without Pants: WordPress.com and the Future of Work

by Scott Berkun

A behind-the-scenes look at the firm behind WordPress.com and the unique work culture that contributes to its phenomenal success

50 million websites, or twenty percent of the entire web, use WordPress software....


Investing in Infrastructure: Harnessing its Potential for Growth in Sri Lanka

by Dan Biller & Ijaz Nabi

Sri Lanka achieved middle-income-country status in January 2010, on the strenght of of the economic growth fueled by the liberalization policy introduced in the late 1970s and pursued albeit unevenly in the...


Uncovering the Drivers of Utility Performance: Lessons from Latin America and the Caribbean on the Role of the Private Sector, Regulation, and Governa

by Luis A. Andrés & Jordan Schwartz

This book provides insights into infrastructure sector performance by focusing on the links between key indicators for utilities, and changes in ownership, regulatory agency governance, and corporate governance,...


Fools Rush In

by Nina Munk

Every era has its merger; every era has its story. For the New Media age it was an even bigger disaster: the AOL-Time Warner deal.

At the time AOL and Time Warner were considered a matchless combination of old...


The Risk in Risk Management: Financial Organizations & the Problem of Conformity

by Gregory B Vit

This book posits that banks, by conforming to the actions and standards of other banks, actually run high risks. It presents a framework that uses four packages of constructs and organizational logic to...


Quantitative Analysis of Road Transport Agreements - QuARTA

by Charles Kunaka & Virginia Tanase

Road freight transport plays an indispensable role in international economic cooperation and foreign trade. For short and medium distances in particular, road freight transport constitutes a predominant share...


Principal Emergency Response and Preparedness: Requirements and Guidance

by Occupational Safety and Health Adminis

Anticipating and planning your organization's response to an emergency situation isn't just a good idea: it's a federal requirement. Since 1989, OSHA has issued numerous standards that explicitly require employers...


IT-Driven Business Models: Global Case Studies in Transformation

by Henning Kagermann, Hubert Osterle & John M. Jordan

A look at business model innovation's crucial role in today's global business environment .

Showing organizations how business model innovation should be a key focus area in today's global economy, this book...


Public-Private Partnerships in the USA: Lessons to Be Learned for the United Kingdom

by Tony Wall

Broadly, a Public-Private Partnership (or PPP) is any collaboration between the public and private sector, but research in the UK has tended to focus on those that have been used for major infrastructure projects,...