Bøger af Brian Johnson

A universal service desk (USD) is the central point of contact between a service provider and users for everyday activities, and within an organisation for all requests for and enquiries about the services provided to customers, both internal and external.The USD is a concept of service delivery and resolution through different channels (Internet, post, intranet, phone, email, physical counter). It also covers account management and its focus on customer relationships at different levels in the organisation.The Universal Service Desk (USD) - Implementing, controlling and improving service delivery defines what a USD is, why it is valuable to an organisation and how to build and implement one. This practical guide gives advice about: The use of software tools; Service sites; Self-service; Call centre functionality; Account management; Processes between the USD and back office; Quality management; Competence management; Capabilities; and The service catalogue.It also discusses the evolution of the USD as part of integrated workplace management.This book is ideal for those working in service management and the service desk industry, from managers to employees, and can also be used by students to understand all the components that relate to a USD.Understand the essentials of any USD - buy this book today!

First full-length investigation into Canadian literary medievalism as a discrete phenomenon.

This children's book transforms traditional nursery rhymes into clever sports nursery rhymes with fun illustrations for the entire family to enjoy. You will discover "Twinkle, Twinkle, Little Star" as "Homerun, Homerun, Baseball Star", "Mary Had A Little Lamb" as "Mary Kicked the Soccer Ball", "I'm A Little Teapot as "I'm A Little Hockey Puck" and many more. Homerun, Homerun, Baseball Star(Twinkle, Twinkle, Little Star) Homerun, homerun, baseball star,you hit the ball oh so far.Over the moon in the sky,watch that little baseball fly.Homerun, homerun baseball star,you hit the ball oh so far! This book contains over a dozen sports nursery rhymes which cover 10 different sports. Each sports rhyme has the same number of syllables as the original rhyme so they flow naturally as you read them. You can enjoy these rhymes all day long and before bedtime.

The complete guide to understanding and eliminating anxiety, stress, worry, fear, and panic. This guide will help you eliminate and deal with your Worry, Stress, & Anxiety. - Stop Worrying - Stop Stress - Stop Anxiety - Natural Methods - No Medication - Sleep Better - Be Healthier - Be Happier - Live a Better Life --> Scroll to the top of the page and click add to cart to purchase instantly

Learn how to integrate well-known concepts, methods and processes from ITIL(R) and COBIT(R), combining the best from each approach. IT4B is not about reinventing your favourite method, but putting it into the context of improvement and identifying any potential gaps.

Collaborative business service design (CBSD) is a methodology to help business and IT cooperate more effectively to create IT-driven business services that fully support business requirements.

Only by understanding IT-driven business services and anchoring them in a service design statement (SDS) can enterprises translate business needs into IT-intensive business services.In Collaborative Business Design - Improving and innovating the design of IT-driven business services, Brian Johnson and Léon-Paul de Rouw comprehensively explain how to use business service design (BSD) to formulate an effective SDS that will help business and IT cooperate to create robust, efficient services that support business requirements.Product overviewCollaborative Business Design delves into the inner workings of services, with the aim of making sure that each side - business and IT - understands the other's needs and drivers so that services can deliver what is required, expected and promised throughout their lifecycle. It: Examines the gap in understanding between IT and business. Introduces BSD - an analytic approach to understanding the characteristics of IT-driven business services. Provides an overview of the components and characteristics of IT-driven business services. Considers the different parts of the BSD and SDS. Offers insight into the design of IT-driven business services using BSD. Discusses practical consequences for business transformation to continuously define, develop and improve services that customers want to use.Full of useful diagrams and examples (and quotations from an unusual range of sources including Star Trek, Mick Jagger and Oscar Wilde), Collaborative Business Design explains how to guide the development, building, programme management, and maintenance of IT-driven business services.Introducing business service design (BSD)BSD is a simple approach to designing the overarching architecture of any IT-driven business service.It merges the pragmatism and logic of the UK Government Gateway method with service blueprinting and the stakeholder approach to gaining consensus.BSD is not an architecture for software development or for technology support - it complements existing frameworks such as TOGAF, IT4IT, BiSL® Next and ITIL® by focusing on business architecture, a subject rarely discussed before designing an IT-intensive, complex business service.Who should read this bookThis book is intended for anyone responsible for designing and implementing IT-driven services, or who is involved in their operation. This includes everyone on both sides of supply and demand, including: Internal and external service providers, such as service managers, contract managers, bid managers, lead architects, requirement analysts Business, financial, sales, marketing and operations managers who are responsible for output and outcome Sales and product managers who need to present and improve service offerings Developers who need to develop new and improved services Contract managers and those responsible for purchasing Consultants, strategists, business managers, business process owners, business architects, business information managers, chief information officers, information systems owners and information architectsAbout the authorsBrian Johnson has published more than 30 books, including over a dozen official titles in the IT Infrastructure Library (ITIL), many of which are used worldwide. He designed and led the programme for ITIL version 2. Léon-Paul de Rouw studied technical management and organisation sociology. He worked for several years as a consultant and researcher in the private sector.

This book describes the framework of the next generation of Business Information Services Library, BiSL(R). BiSL Next is a public domain standard for business information management with guiding principles, good practices and practical templates. It offers guidance for digitally engaged business leaders and those who collaborate with them, with the ultimate goal to improve business performance through better use of information and technology.Twelve elements - four drivers, four domains and four perspectives - are the basis of the guidance in BiSL Next. Target audience of this book are business managers, business information managers, business analysts, CIO's and IT managers, as well as consultants in this field.While describing the twelve elements, the book offers them insight in the best way to manage, execute and profit from business information management in their enterprise. The book is also the official literature for the BiSL(R) Next Foundation exam.

This practical guide recognises that every organisation functions differently, has different goals, and faces different challenges. It will give you the tools you need to understand the factors influencing your organisation, to identify how your business must respond, and to implement the necessary changes.

The Cold War began almost immediately after the end of World War II and the defeat of the Nazis in Europe. As images of the Nazis' atrocities became part of American culture's common store, the evil of their old enemy, beyond the Nazis as a wartime opponent, became increasingly important. As America tried to describe the danger represented by the spread of Communism, it fell back on descriptions of Nazism to make the threat plain through comparison. At the heart of the tensions of that era lay the inconsistency of using one kind of evil to describe another. The book addresses this tension in regards to McCarthyism, campaigns to educate the public about Communism, attempts to raise support for wars in Asia, and the rhetoric of civil rights. Each of these political arenas is examined through their use of Nazi analogies in popular, political, and literary culture. The Nazi Card is an invaluable look at the way comparisons to Nazis are used in American culture, the history of those comparisons, and the repercussions of establishing a political definition of evil.

The Corbetts (Scotland's 2500-2999ft mountains) are every bit as interesting as the Munros (3000ft and over), often clear when the Munros are in cloud, walkable on short winter days, free of the peak-bagging crowds of their taller neighbours. Volume 1 of this two-volume Cicerone guide covers the Corbetts to the south of the Great Glen, which runs from Fort William to Inverness enclosing Loch Ness, probably Scotland's best-known loch. Choosing the best, rather than the quickest, routes up each summit the author covers 112 peaks in 95 routes, divided into 11 areas, each of which could be covered in a fortnight's holiday. South of Glasgow and Edinburgh are the moorland hills of the Southern Uplands, where seven peaks rise to Corbett status. In the Southern Highlands plenty of interesting Corbetts provide spectacular views of the Munros with easy access from Edinburgh and Glasgow. The Corbetts of the Eastern Highlands and the Monadhliath Mountains sit in sprawling heather plateaus, ideal for those seeking solitude. The South-West Highlands are known for their rocky peaks in places like Glen Coe and the highlights of Volume 1 are probably Arran and Jura, with their similarly rocky and isolated summits.

The Corbetts (Scotland's 2500-2999ft mountains) are every bit as interesting as the Munros (3000ft and over), often clear when the Munros are in cloud, walkable on short winter days, free of the peak-bagging crowds of their taller neighbours. Volume 2 of this 2-part Cicerone guide covers the Corbetts to the north of the Great Glen, which runs from Fort William to Inverness enclosing Loch Ness, probably Scotland's best-known loch. Choosing the best, rather than the quickest, routes up each summit the author covers 109 peaks in 90 routes, divided into 10 areas. South of the Great Glen it is the Munros which attract most attention, but along the western seaboard and in the far north it is the Corbetts that dominate the landscape with isolated rocky peaks rising steeply above the sea and inland lochs, in a wilderness of heather and bog dotted with sparkling lochs and lochans. There are spectacular Corbetts all the way from Ardgour to Cape Wrath including those in Ardgour, Knoydart, Applecross, Torridon and Fisherfield. The far north-west provides some of the most magnificent mountain scenery in the world and it is difficult to beat the magical islands of Mull, Rum, Skye and Harris.

By night, Brian Johnson sings in the biggest rock 'n' roll band on the planet.But by day, AC/DC's charismatic, flat-capped frontman gets to indulge his passion for all things automotive.Cars and rock 'n'roll, they were made for each other.Car racer, car collector and all-round car enthusiast, Johnson is an incurable, certifiable petrolhead who can't remember a time when four wheels didn't feature as large in his life as music.Starting, as a young boy growing up in Tyneside, with an old steering wheel and his imagination, a lifelong passion took root early.And through cramped teenage fumbles in an old mini and clapped-out, hygienically challenged tour vans, to chauffeur-driven, leather-trimmed limos and a sideline as a successful racing driver, it's been there ever since.By turns, surprising, joyful, poignant and usually laugh-out-loud funny, Rockers and Rollers is the story of man with an insatiable appetite for life and a glimpse into the extraordinary world of AC/DC, set soon to overtake the Beatles as the biggest selling-band in history.Packed with hair-raising anecdotes and revealing a God-given talent for comic writing on every page, Brian Johnson has written the most unique, entertaining autobiography of the year.And essential reading for car nuts and rock fans.Well that'll be most of us then ...