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

    But it's not easy to do. Delegating Work quickly walks you through the fundamentals of: Establishing a productive environment Assigning the right work to the right people Conducting an effective hand-off meeting Monitoring without micromanaging Don't have much time? Get up to speed fast on the most essential business skills with HBR's 20-Minute Manager series. Whether you need a crash course or a brief refresher, each book in the series is a concise, practical primer that will help you brush up on a key management topic. Advice you can quickly read and apply, for ambitious professionals and aspiring executives--from the most trusted source in business. Also available as an ebook.

    And it's not just Mary Kay's 800,000 associates worldwide who know it is an outstanding company. From the Harvard Business School to the CIA, organizations around the world are studying and attempting to emulate the incredible success of this powerful marketing machine. More than a Pink Cadillac reveals the leadership and success principles that have made the company a global successand an inspiration to women everywhere. Jim Underwood is the first outside author to have unlimited access to the company's employees and management. Featuring inspirational stories about leaders and associates at Mary Kay, More than a Pink Cadillac imparts nine keys to sustainable success that any leader or independent businessperson can use to inspire others and succeed in business.

    

    Instead, The 12 Week Year avoids the pitfalls and low productivity of annualized thinking. This book redefines your "year" to be 12 weeks long. In 12 weeks, there just isn't enough time to get complacent, and urgency increases and intensifies. The 12 Week Year creates focus and clarity on what matters most and a sense of urgency to do it now. In the end more of the important stuff gets done and the impact on results is profound.Explains how to leverage the power of a 12-week year to drive improved results in any area of your lifeOffers a how-to book for both individuals and organizations seeking to improve their execution effectivenessAuthors are leading experts on execution and implementation Turn your organization's idea of a year on its head, and speed your journey to success.©2013 Brian P. Moran and Michael Lennington (P)2014 Audible Inc.

    

    Written by a prominent social work leader and trainer for social work licensing exams in the U.S., this guide is based on years of time-tested exam prep workshops conducted by the author. It mirrors the ASWB Masters’ "Knowledge, Skills, and Abilities” upon which the exam is based, as well as incorporates information from the DSM-5, which will be included in the exam starting in mid-2015. The guide is comprehensive yet focuses on the material most likely to be included on the exam, so that students can prioritize information as they study. A self-assessment section helps readers identify their strengths and weaknesses before they tackle the material. The author shares her extensive knowledge of the exam by providing useful test-taking strategies and tips for overcoming test anxiety. The 170-question practice test at the end of the guide (with explanations of the correct answers) mirrors the actual exam in both length and structure. Information covered includes human development, diversity, abuse and neglect, assessment and intervention planning, direct and indirect (micro and macro) practice, and professional values and ethics. This book will be a valuable asset for students and aspiring social workers throughout the U.S. and Canada. Key Features: Developed by a highly respected educator of social work licensure candidates Covers all the content areas on the examination, as well as new content added in 2015 Begins with a self-assessment section to help identify areas of strength and weakness Offers a wealth of test-taking tips and strategies to foster exam confidence Includes a practice test (with explanations of the correct answers) that mirrors the exam ASWB is a registered service mark of the Association of Social Work Boards, which neither sponsors nor endorses this product.

    The first type drain intelligence, energy, and capability from the ones around them and always need to be the smartest ones in the room. These are the idea killers, the energy sappers, the diminishers of talent and commitment. On the other side of the spectrum are leaders who use their intelligence to amplify the smarts and capabilities of the people around them. When these leaders walk into a room, lightbulbs go off over people's heads, ideas flow, and problems get solved. These are the leaders who inspire employees to stretch themselves to deliver results that surpass expectations. These are the Multipliers. And the world needs more of them, especially now, when leaders are expected to do more with less. In this engaging and highly practical book, leadership expert Liz Wiseman and management consultant Greg McKeown explore these two leadership styles, persuasively showing how Multipliers can have a resoundingly positive and profitable effect on organizations—getting more done with fewer resources, developing and attracting talent, and cultivating new ideas and energy to drive organizational change and innovation. In analyzing data from more than 150 leaders, Wiseman and McKeown have identified five disciplines that distinguish Multipliers from Diminishers. These five disciplines are not based on innate talent; indeed, they are skills and practices that everyone can learn to use, even lifelong and recalcitrant Diminishers. Lively, real-world case studies and practical tips and techniques bring to life each of these principles, showing you how to become a Multiplier too, whether you are a new or an experienced manager. Just imagine what you could accomplish if you could harness all the energy and intelligence around you. Multipliers will show you how.

    This book hopes to change that. While hospices care for persons in their final days, hospice is not about death. It’s all about LIFE—real, nitty-gritty, poignant, funny, challenging, and bittersweet life in all its beauty and imperfection. Those who have experienced hospice usually speak in reverential tones of this service and find themselves fearing death less because they have seen all the incredible life that happens until the final moment. But those unfamiliar with hospice often misunderstand and fear it, and the end of life. Through first-hand accounts that range from humorous to heart-wrenchingly honest, Carla shares the stories that continue to teach her the lessons of what it means to be truly present with ourselves and each other in this perfectly imperfect experience called life.

    Thankfully, Green does—and in this incredibly helpful book, she tackles the tough discussions you may need to have during your career. You’ll learn what to say when• coworkers push their work on you—then take credit for it• you accidentally trash-talk someone in an email then hit “reply all”• you’re being micromanaged—or not being managed at all• you catch a colleague in a lie• your boss seems unhappy with your work• your cubemate’s loud speakerphone is making you homicidal• you got drunk at the holiday party

    The situations, characters and plant politics will ring true with many readers.In a cool, readable style, Andy & Me follows Tom's relationship with Andy Saito, a reclusive, retired Toyota guru whom Tom persuades to help save his plant through the teaching of the legendary Toyota Production System (TPS).On this journey, the reader learns that TPS is more than just a collection of tools; it entails a new way of thinking and behaving. Though Tom finds success -- both in his plant and in his personal life -- he learns from Andy that successful improvement is "endless and eternal."

    Incorporating data from surveys performed by the prestigious Saratoga Institute of more than 19,000 employees, this critical book examines in depth:* How the employee and the employer travel a two-way street of expectation and reality; What are the warning signs of unmet expectations, and how can you best act on them?* How incomplete talent strategies lead to employee-job mismatches; why a passion for matching must become a core competency in your organization.* The ultimate cost of insufficient or ineffectual feedback; a five-step coaching process that builds strong and durable working relationships.* How growth and advancement opportunities are not keeping pace with new career expectations; how to create opportunities and help your employees create their own.* Best pay practices, rewards programs, and other initiatives for valuing and recognizing employees; understanding the emotional impact of compensation and recognition programs.* The real toll that stress and overwork take on your employees--and on your bottom line; a look at how the best places to work in America got that way, even without high-profile or "newfangled" perks or benefits.* How leadership and employees can (and must) build an environment of mutual trust and confidence; the three universal questions every employee needs answered, and how a disengaged workforce is the direct result of detached leadershipThe key to becoming an Employer of Choice -- a workplace where top talent are knocking down the doors to get in -- is to develop the attitudes and implement the programs that address each of the above areas. The 7 Hidden Reasons Employees Leave presents 54 Best Practices that will serve as the building blocks for a proactive approach to employee satisfaction, growth, and retention."

    A necessary addition to your reading." --David Maister, author of Managing the Professional Service Firm"Professional Services Marketing will certainly become the bible of the field in short order! Without a doubt, the most useful compendium of marketing insight for the practicing professional services firm executive...BRAVO!" --Leonard A. Schlesinger, President, Babson College, and coauthor of The Service Profit Chain"It's no longer sufficient to be a good 'expert for hire'--you need a brand and a powerful marketing engine behind you. Professional Services Marketing is a gold mine of research based strategies, best practices, and specific techniques that will help you consistently win in the client marketplace and outshine your competition. It's thoughtful, funny, and filled with the how-to so often missing in business books." --Andrew Sobel, coauthor of Clients for Life"Schultz and Doerr offer tactics and information in an easy-to-read, concise, and enjoyable format. Professional Services Marketing should be a required resource in every professional marketer's tool box!" --R. Granville Loar, Executive Director, Association for Accounting Marketing"This book is an excellent resource for anyone involved in professional services. It is especially timely in our current challenging economic conditions, and the ideas and guidance are relevant for the better times to come as well." --Josh Lee, Partner, Monitor Group"Smart. Practical. Comprehensive. This is the one book that won't collect dust on my shelf." --Kevin McMurdo, Chief Marketing Officer, Perkins Coie"Professional Services Marketing is the first book to directly address the challenges of the professional services marketer. This book is filled with practical wisdom and research on best practices and processes specifically for this industry. A must-read for anyone in a professional services firm!" --Paul Dunay, Global Director of Integrated Marketing, BearingPoint

    

    Accessible and concise, this on-the-job companion offers expert guidance on all types of ""people"" issues, enabling managers and human resources professionals to:* Save time, money, and trouble* Increase employee productivity, satisfaction, and retention* Attract and hire the best candidates while avoiding the inferior ones** Handle tough issues like sexual harassment, Internet and e-mail usage, performance problems, and more -- fairly, sensitively, and legally.The HR Answer Book is an easy-to-use problem solver that can be read cover-to-cover or as a quick reference in specific situations. An appendix of tools, templates, and lists of additional resources completes this excellent and valuable guide."