It breaks down the 5 stages of the service lifecycle into digestible chunks, helping you to ensure that customers receive the best possible IT experience. Whether readers need to identify their customers' needs, design and implement a new IT service, or monitor and improve an existing service, this official guide provides a support framework for IT-related activities and the interactions of IT technical personnel with business customers and users.Understanding how ITIL can help you Getting to grips with ITIL processes and the service lifecycle Implementing ITIL into your day to day work Learn key skills in planning and carrying out design and implementation projects

    The cases in the 15th edition are excerpted and edited by the authors. The syntax is not altered, therefore retains the language of the courts. As in recent previous editions, the 15th edition includes a mix of actual AND hypothetical cases. This text is our most research-based Business Law text.

    By revealing how top investors and traders think and act Steven Sears shows the stock market to be an undulating ocean of money, with seasoned investors reading the waves others cannot.Teaching readers to think about the market in radically different ways, "The Indomitable Investor" shows how to improve returns--and, just as importantly, avoid losses--with disciplines deployed by people who almost always do exactly the opposite of what Wall Street says to do.Laying bare great fallacies, the book explains that non-professional investors wrongly think the stock market is a place to make money, which is what Wall Street wants them to try to do. "The Indomitable Investor" says otherwise and shows how Wall Street's best investors have a completely different focus.Explains the critical ideas and insights of top traders and investors in language anyone can understand and implementPacked with material rarely shared off Wall Street that is used every day by professional investorsIntroduces the 17 most important words on Wall StreetTeaches critical skills, including: How to increase returns by focusing on risk, not potential profits; how to use the stock market's historical patterns to optimize investment decisions; understanding key relationships between stocks and the economy that predict what will happen to stocks and the broader market; how to increase mutual fund returns with an easy adjustment that redirects the bulk of profits to you--not mutual fund companies, and how to analyze information like seasoned investors to move beyond "statement of the obvious" news reports that turn ordinary investors into Dumb MoneyAccessible to readers of all backgrounds, including those with a limited understanding of investing, "The Indomitable Investor" will change how investors view the stock market, Wall Street, and themselves.

    Anthony Bolton, the UK s most successful stock market investor, tells the story of his contrarian approach to managing money. He provides invaluable lessons on the factors that really matter in picking a stock: the need to identify good managers, how to run a portfolio, the importance of value investing, reading charts and how to trade successfully.It s not easy to continually buy low and sell high. This book gives clear directions for doing well in the stock market, and doing well consistently. Investing Against the Tide shows you how to make the right decisions at the right time.Anthony Bolton is considered the UK s most successful stock market investor and fund manager. Over twenty five years he delivered a market-beating return of 20% in his Fidelity Special Situations Fund. How did he do it, and what can you learn from him?In Investing Against the Tide, Anthony Bolton tells the story of his contrarian approach to managing money. He provides invaluable lessons on the factors that really matter when investing: how to pick a stock, the need to identify good managers, how to run a portfolio, the importance of value investing, reading charts and how to trade successfully.In this account of financial accomplishment, Bolton reveals the secrets of his success. It s not easy constantly to buy low and sell high and this book gives clear directions for doing well in the stock market, and doing well consistently. Chapter by chapter Investing Against the Tide shows you how to make the right decisions at the right time and featured key lessons show you how you really can learn from a life running money.Investing Against the Tideis an authoritative guide for investment professionals, offering them a rare insight into what it really takes to run money in a top-performing fund, as well as providing amateur investors the chance to learn the stock-picking strategies from a leading money-manager. About the authorAnthony Bolton left Cambridge University with a degree in engineering to begin a career in the City. He started as a graduate trainee working for Keyser Ullmann in 1971 before taking up a full time position as an assistant in their investment department. In 1976 he moved to Schlesingers where he became, for the first time, an investment manager. In 1979, aged 29, he was recruited by Fidelity, the international fund management group, as one of its first London-based investment managers, a move that proved to be the launch of a long and successful career. In surveys of professional investors, he is regularly voted the fund manager most respected by his peers. He retired from full-time investment management at the end of 2007, but continues to work at Fidelity as a mentor of the analysts and younger fund managers as well as being involved in overseeing Fidelity s investment process. His hobby is composing classical music. Anthony Bolton is married with three children and lives in West Sussex."

    Throughout all the chaos, you need a mentor that has seen a business through the ins and outs and can offer guidance that will exponentially tip the odds in your favor to succeed.Robert Rosenberg took over as CEO of Dunkin’ Donuts in 1963, 13 years after the first restaurant was founded by his father William. In his remarkable 35-year run, he grew the company from $10 million in sales to over $2 billion with more than 3,000 outlets. Through his tenure, Robert learned important lessons on running and scaling a family business.Rosenberg shares his insider perspective on all the dramatic highs and lows that are part of the Dunkin’ Donuts story to guide you to your own success story.In Around the Corner to Around the World, Rosenberg helps you as he:Distills the characteristics of a successful company through all phases of growth.Provides a new perspective on the dramatic story behind the rise of one of the world’s most iconic brands.Tells the first-hand account and essential lessons learned from the tenure of one of the most successful CEO runs in modern business history.Reveals some of the dramatic and surprising plot turns in the story of Dunkin’s rise to global prominence.Around the Corner to Around the World tells a compelling story of lessons gleaned over a 35-year career building a small business into the iconic Dunkin' brand it has become.The harrowing twists and turns and sometimes existential threats to the business will enlighten anyone starting or running a business.

    Second only to the sewing machine.'So writes entrepreneur David Hieatt who has based his entire marketing strategy around a simple email newsletter. And it's worked. His company has grown into a creative global jeans business with a fiercely loyal community. Now, David shares his insight, strategy and methodology so you can do the same. In Do Open you will discover:Why giving is your secret to successHow to get people's attention when time is your biggest competitorWhy creating beats sharingHow a small team can winBuild community. Build your brand. Build long-term growth. Discover why the humble newsletter is pure and utter gold.

    They face monumental decisions in unpredictable times; their actions have implications far beyond their own organizations; and they are judged mercilessly and incessantly by both their constituents and the media. Professionals, then, would do well to study the leadership traits that made Kennedy one of the most respected, beloved, and influential world leaders in modern history. John F. Kennedy on Leadership analyzes what made Kennedy, both before and during his Presidency, a unique and dominant force who would serve as the standard by which future leaders would be judged. Readers will learn the value of: * Planning and decision making: Consult widely, then act. * Crisis management: Don’t let events manage you. * Building a team: Find your own "Bobby." * Independence: Don’t follow the crowd. * Mistakes: Learn from them and move on. This timely (and timeless) book will be of interest to anyone involved in leadership.