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Posted: January 31st, 2009, 12:51pm CET by nazya

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Peter T. Köhler, “Prince 2: Das Projektmanagement-Framework”
Springer | 2006-06-22 | ISBN: 3540291814 | 281 pages | PDF | 16,8 MB

Das innovative IT-Projektmanagement-Framework PRINCE 2 (PRrojects IN Controlled Environments) geht davon aus, dass ein erfolgreiches Projektmanagement aus den Komponenten Organisation, Planung und Controlling besteht, wobei einschlägige Rollen definiert werden, die je nach Projektstand für einzelne Prozesse verantwortlich sind.

Das Buch erläutert die einzelnen Prozesse in PRINCE 2: SU (Vorbereiten eines Projektes), IP (Initiieren des Projekts), CS (Steuern einer Projektphase), MP (Managen der Produktlieferung), SB (Managen von Projektphasenübergängen), CP (Abschließen eines Projekts), DP (Lenken eines Projekts, sowie PL (Planen), mit denen alle Kernaufgaben eines Projekts abgedeckt werden.
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Posted: January 31st, 2009, 12:15pm CET by nazya

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Media Technology and Society: A History: From the Telegraph to the Internet
Routledge | 392 pages | 1998 | ISBN: 0415142296 | PDF | 1.2 mb

How are media born? How do they change? And how do they change us?

Media Technology and Society offers a comprehensive account of the history of communications technologies, from the printing press to the internet.

Brian Winston argues that the development of new media, from the telegraph and the telephone to computers, satellite and virtual reality, is the product of a constant play-off between social necessity and suppression: the unwritten law by which new technologies are introduced into society only insofar as their disruptive potential is limited. Winston’s fascinating account examines the role played by individuals such as Alexander Graham Bell, Gugliemo Marconi, John Logie Baird, Boris Rozing and Charles Babbage, and challenges the popular myth of the present-day “information revolution.”
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Posted: January 31st, 2009, 11:02am CET by nazya

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Gary Walker - It Problem Management (Harris Kern’s Enterprise Computing Institute)
Pages:260 | PDF | Prentice Hall (März 2001) | ISBN 013030770X | 1,6 MB

Whether you manage in-house or outsourced IT operations, your problem resolution processes may be the #1 factor that will determine your ultimate success or failure. What’s more, help desks are increasingly called upon to “move up the food chain,” becoming true service centers capable of delivering complex, strategic solutions. Finally, there’s a single source for all the information you need to build world-class problem management processes — and deliver the value today’s enterprises are demanding.

Drawing upon extensive real-world consulting experience, Gary Walker presents specific process improvements IT organizations and outsourcers can make to achieve breakthrough results in their help desks and service centers. Walker reviews every key element of the problem management process, including problem identification, customer validation, problem logging, service delivery, knowledge capture and sharing, and finally, management review and oversight. Walker introduces the Immediate Response Model, which gives IT managers a formal way to account for request variability, complexity, and volume; shows how to use metrics to measure your progress; and offers guidance on creating and using service level agreements. The book includes a detailed chapter on tools for communications with customers, service delivery, and proactive monitoring, as well as opportunities to use the Internet and Integrated Voice Response (IVR) systems to empower customers. Finally, Walker addresses the human side of help desks and service centers, offering practical guidance on motivation.


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