You already know how competitive IT service management can be.
- VMware Cookbook by Ryan Troy and Matthew Helmke,
Perfect for VMware administrators, this book includes real-world examples of some of the most common VMware issues encountered on the job and also provides code for your documentation. It gives coding insight and direction in an easy-to-read format that includes tips, tricks, walkthroughs and more. Bottom line: this book can help you get the job done.
- Help Desk Manager’s Crash Course by Phil Gerbyshak and Jeffrey
M. Brooks, 2009
This easy read provides step-by-step guidance to new help desk managers and serves as an invaluable reference for seasoned veterans. From hiring and performance appraisals to motivation and understanding what makes for an effective team, this book should be on every IT service manager’s desk. Bottom line: your customers will thank you for being cognizant of what matters most to them and your business.
- Management Strategies for the Cloud Revolution: How Cloud
Computing Is Transforming Business and Why You Can’t Afford to Be Left
Behind by Charles Babcock, 2010
Whether you’re an IT or business professional, you’ll see why the book calls cloud computing the biggest game-changer since the creation of the Internet itself. The author, who is also an editor-at-large for InformationWeek, describes the confluence of technologies referred to as the cloud and how it will not only affect service management, but also business in general.
- Exceptional Service, Exceptional Profit: The Secrets of Building a
Five-Star Customer Service Organization by Leonardo Inghilleri, Micah
Solomon and Horst Schulze, 2010
A must-read for service managers, the book reveals real-world, behind-the-scenes examples of exceptional service that practically guarantees customer loyalty and share of wallet. CEO Refresher.com called it one of the Best Business Book of The Year. It has a number of other awards under its belt for its clever insight into the mind of the customer and the people interacting with them.
- Real Business of IT: How CIOs Create and Communicate Value by
Richard Hunter and George Westerman, 2009
Written for CIOs with insights from leading CIOs, this is a must-read book if you want to transform the way your organization thinks of IT. More importantly, you’ll see real-world examples of how you can transform your organization’s IT mindset from cost center to valued resource.
- Foundation of Green IT: Consolidation, Virtualization, Efficiency,
and ROI in the Data Center by Marty Poniatowski, 2009
If you’re an IT professional who’s juggling data center efficiencies and carbon footprint reductions, this book is for you. It includes real-world examples and ROI from current and emerging technologies that can help you reduce energy consumption and operate more efficiently.