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

    This popular Blueprints book has been refined and updated while keeping the concise, organized style and clinical high-yield content of previous editions. Features include USMLE-style questions and answers with full explanations; Key Points in every section; and a color-enhanced design that increases the usefulness of figures and tables.This edition's completely revised art program includes many additional illustrations. Each chapter in this edition ends with evidence-based references (journals) for students to do additional reading/research.

    This book provides professors and their graduate teaching assistants--those at the front line of interactions with students--with techniques and approaches they can use in class to help at-risk students raise their skills so that they can successfully complete their studies.

    Designed primarily for undergraduates, this self-help manual offers straightforward solutions to common problems and an overview of the diversity of writing tasks faced by professional biologists.

    This guide to stage management, aimed at aspiring stage managers, features all they need to know when staging a production, including methods which employ computer technology.

    Well-known scholars in the field explore the important qualities and functions of English studies' constituent disciplines--Ellen Barton on linguistics and discourse analysis, Janice Lauer on rhetoric and composition, Katharine Haake on creative writing, Richard Taylor on literature and literary criticism, Amy Elias on critical theory and cultural studies, and Robert Yagelski on English education--and the productive differences and similarities among them that define English studies' continuing importance.Faculty and students in both undergraduate and graduate courses will find the volume an invaluable overview of an increasingly fragmented field, as will department administrators who are responsible for evaluating the contributions of diverse faculty members but whose academic training may be specific to one discipline.Each chapter of English Studies is an argument for the value--the right to equal status--of each individual discipline among all English studies disciplines, yet the book is also an argument for disciplinary integration.

    A third revised edition of this study of the art and theories behind negotiation, which explores the psychology of bargaining, and the interpersonal conflicts and resolutions which occur during the process.

    With this essential guide in hand, any writer can learn to communicate with the clarity and professionalism for which the Associated Press is famous. Fully revised and updated, this edition contains over 5,000 A to Z entries--including more than 50 new ones--laying out the AP's rules on grammar, spelling, punctuation, capitalization, abbreviation, and word and numeral usage. Comprehensive and easy to use, The AP Stylebook provides the facts and references necessary to write accurately about the world today: correct names of countries and organizations, Internet language and search techniques, language to avoid, common trademarks, and the unique guidelines for business and sports reporting. The final word on media law, The AP Stylebook also includes an invaluable section dedicated to crucial advice on how writers can guard against libel and copyright infringement. The veritable "journalist's bible," this is the one reference that working writers cannot afford to be without.With more than 50 new entries plus updates of more than 100 others, The AP Stylebook includes such features as: An A to Z listing of guides to capitalization, abbreviation, spelling, numerals, and usage* Internet guidelines* Sports guidelines and style* Business guidelines and style* A guide to punctuation* Supreme Court decisions regarding libel law* Summary of First Amendment rules* The right of privacy* Copyright guidelines* Proofreaders' marks

    It combines a thorough argument text on critical thinking, reading, writing, and research with an extensive reader on both current and timeless controversial issues. Elements of Argument presents everything students need to analyze, research, and write arguments.The clearest writing and research coverage of any argument textbook has been re-invigorated to make it even more accessible. And it now has an array of provocative new topics — all to help students stake their claim in argument.

    A major section provides background and information on neurons and the brain. This text is directed primarily toward undergraduate students at junior and senior level.

    This text is user-focused and has been highly updated including topics, pictures and examples. The Williams text contains less theory and more application to engage students who might be more familiar with technology. Continually published and updated for over 15 years, Using Information Technology was the first text to foresee and define the impact of digital convergence--the fusion of computers and communications. It was also the first text to acknowledge the new priorities imposed by the Internet and World Wide Web and bring discussion of them from late in the course to the beginning. Today, it is directed toward the "Always On" generation that is at ease with digital technology--comfortable with iPhones, MySpace, Facebook, Twitter, Wikipedia, and the blogosphere--but not always savvy about its processes, possibilities, and liabilities. This 8th edition continues to address the two most significant challenges that instructors face in teaching this course: -Trying to make the course interesting and challenging, and -Trying to teach to students with a variety of computer backgrounds. In addition, this text correlates with Simnet Online for full integration of resources within the Computing Concepts course.

    This third edition includes the most current information and expands the understanding of pervasive developmental disorders, bipolar disorder, disorders of childhood, schizophrenia spectrum disorders, and eating disorders. In addition, the book expands on the sections that deal with the treatment of depression, borderline personality disorder, and more. This important resource also includes new information on assessment, the treatment of dual diagnosis, the spectrum concept of mental disorders, suicide risk factors, and new approaches to treatment.

    Useful for both practicing public executives and those who teach them, this book explicates some of the richest of several hundred cases used at Harvard's Kennedy School of Government and illuminates their broader lessons for government managers. Moore addresses four questions that have long bedeviled public administration: What should citizens and their representatives expect and demand from public executives? What sources can public managers consult to learn what is valuable for them to produce? How should public managers cope with inconsistent and fickle political mandates? How can public managers find room to innovate?Moore's answers respond to the well-understood difficulties of managing public enterprises in modern society by recommending specific, concrete changes in the practices of individual public managers: how they envision what is valuable to produce, how they engage their political overseers, and how they deliver services and fulfill obligations to clients. Following Moore's cases, we witness dilemmas faced by a cross section of public managers--William Ruckelshaus and the Environmental Protection Agency, Jerome Miller and the Department of Youth Services, Miles Mahoney and the Park Plaza Redevelopment Project, David Sencer and the swine flu scare, Lee Brown and the Houston Police Department, Harry Spence and the Boston Housing Authority. Their work, together with Moore's analysis, reveals how public managers can achieve their true goal of producing public value.

    A Race Too Far is the story of how the race unfolded, and how it became a tragedy for many involved.Of the nine sailors who started the race, four realised the madness of the undertaking and pulled out within weeks. The remaining five each have their own remarkable story. Chay Blyth, fresh from rowing the Atlantic with John Ridgway, had no sailing experience but managed to sail round the Cape of Good Hope before retiring. Nigel Tetley sank whilst in the lead with 1,100 nautical miles to go, surviving but dying in tragic circumstances two years later. Donald Crowhurst began showing signs of mental illness and tried to fake a round the world voyage. His boat was discovered adrift in an apparent suicide, but his body was never found. Bernard Moitessier abandoned the race whilst in a strong position and carried on to Tahiti, where he settled and fathered a child by a local woman despite having a wife and family in Paris. Robin Knox-Johnston was the only one to complete the race.It has undoubtedly become the most legendary of modern stories of men pitting themselves against the sea. Forty years on, Chris Eakin recreates the drama of the epic race, talking to all those touched by the tragedies surrounding the Golden Globe: the survivors, the widows and the children of those who died. It is a book that both evokes the primary wonder of the adventure itself and reflects on what it has come to mean to both those involved and the rest of us in the forty years since.

    But with 101 prewritten disciplinary write-ups at a manager's fingertips, there is a way to escape the headaches, anxiety, and potential legal trouble of performance review or counseling sessions. Completely updated and covering the latest developments in employment law, the second edition of "101 Sample Write-Ups for Documenting Employee Performance Problems" explains the disciplinary process from beginning to end and provides ready-to-use model documents in print and on disk that eliminate the stress and second-guessing about what to do and say. Expertly written, the write-ups cover every kind of problem substandard work quality, absenteeism, insubordination, e-mail misuse, sexual harassment, drug or alcohol abuse, and more. Readers will also find new information on laying the ground work for a tidy dismissal; tying progressive discipline to annual performance reviews; formally addressing intermittent FMLA abuse; ways to avoid drafting documentation that could later be used against their company; and much more. There is perhaps no more dreaded managerial task than communicating with an employee about a disciplinary problem, but this one-of-a-kind guide helps managers handle any scenario fairly, constructively, and, most importantly legally.