To purchase any of
our range of books and publications, please select a category below
Knowledge-Cafe Briefing: If only we knew what we know.
Initially thought by many to be another short-lived management fad, the
current interest in Knowledge Management has now been on the corporate agenda
for over a decade. It is increasingly understood that those who can mobilise and focus their corporate knowledge have a
distinct competitive advantage. Despite the acceptance of this idea the
amount that has been achieved by Knowledge Management is highly variable as
it is now clear that implementing Knowledge Management is not a trivial
matter. Time and again we hear that Knowledge is still stuck in well
protected corporate silos and sometime corporate executive are heard saying, If
only we knew what we know!
Time 32 minutes
David Gurteen and Dan Remenyi
How To Manage The IT Helpdesk - A guide for user
support and call centre managers (2nd edition).
Author: Noel Bruton (Pages - 347) Butterworth Heinemann, 2002, ISBN
0-7506-4901-1 The second edition of this popular book brings updates to
several of the author's ideas, strategies and techniques with new material
on: Customer relationship management - definition and the role of the
helpdesk. E-support and the Internet. Contrasting the call centre and the
helpdesk. First, second and third line support. Operational level agreements.
Strategies for backlog management. Telephone technologies in user support. In
addition there is: A new template for a service level agreement. An improved
cost justification model for the internal helpdesk and a new cost
justification model for the external helpdesk.
Managing in the Email Office.
Authors: Monica Seeley, Gerard
Hargreaves (Pages - 234) Butterworth Heinmann, 2003, ISBN 0-7506-5698-0 This book is for all
people who feel email is taking over their lives. It provides practical help
and guidance on how to manage both your own volume of email as well as your
organizations. It will enable you to develop winning ways with email and to
reclaim some of those valuable resources which email consumes. The authors
offer solutions to managing email that will help you save time and use email
to communicate effectively and send the right message, right first time.
Searching for the Quantum Organisation
- The IT Circle
Author: Rene Pellissier (Pages - 252) Published by Juta
Press, 2001 This book looks at the development of the quantum organisation and how information technology impacts on
the organisation. A revolutionary change model
forms the structure for the discussion. Each module is introduced by an
excerpt from Plato's dialogue on the PerfectState
and represents a stage in the process of change: Setting the Scene, Facing
the Reality, Awakening, Envisioning, re-architecting, and Leadership.
Reinventing the IT Department.
Author: Terry White (Pages
- 356, hardback) Published by Butterworth Heinemann, 2001 Taking a fresh look
at the challenges and problems faced by management in the information
technology domain, Terry White suggests some novel approaches to ensuring
that organisations get the most from their IT
departments. In this book Terry White advises both IT Managers and General
Managers to rethink the foundations of how IT operates in their organisation, and suggests that a reinvention of the IT
department is needed.