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 beloved author and speaker has shared his wisdom, his sorrows, his humor, and his faith with millions who are the better for it.Zig continues his life's mission with a new book designed to encourage and build hope, whatever your life circumstances are. Life Lifters offers vignettes on various topics such as attitude, love, inspiration, relationships, goal setting, and motivation that will help you become “excited about your country, your family, and your future” and will provide you a lift in your attitude and enjoyment of life.

    Angelia was fourteen when she and a friend scrawled “Vote for Michael Jackson” on five stop signs. Charged with vandalism and defacing public property, Angelia was sent by Ciavarella to PA Child Care without her epilepsy medication and suffered a grand mal seizure her second night. Fifteen-year-old Charlie, arrested for unknowingly purchasing a stolen motorbike, was convicted of a felony and sent to PA Child Care for six weeks.Matthew, Angelia, and Charlie are just three children among the thousands who appeared in Ciavarella’s courtroom between 2003 and 2008 and were sent away—often with no attorney present and after only cursory hearings—to a detention facility in which, it later came to light, Ciavarella had a personal financial stake. As Kids for Cash reveals, this miscarriage of justice underscores a multitude of problems with our juvenile justice system, which too often criminalizes standard adolescent behavior, treats adolescents more harshly than if they were adults, and denies them their most fundamental constitutional rights.William Ecenbarger, a Pulitzer Prize and George Polk Award–winning investigative journalist who covered the case for the Philadelphia Inquirer, now gives us the first book-length account of this shocking story. In the tradition of true-crime legal thrillers from The Executioner’s Song to A Civil Action, Ecenbarger exposes a deeply corrupt and broken system that ruined the lives of many children and ultimately led to the judge’s conviction on charges of racketeering, fraud, tax violations, money laundering, extortion, and bribery. Fastidiously researched and utterly propulsive, Kids for Cash takes us deep inside a profoundly flawed legal system, revealing the twisted and haunting realities of America’s juvenile justice system.

    He built a national reputation representing people whose lives had been shattered by corporate recklessness and grievous medical negligence. In landmark cases, Edwards helped people from all walks of life stand up for themselves against tremendous odds. Four Trials provides an electrifying account of four of his cases as it tells the story of the courageous and unmistakably decent people Edwards was privileged to represent in times of tragedy, great loss, and often great joy. And in a deeply moving account, Four Trials also speaks of the tragedies and joys that Senator Edwards has known in his own life -- and how today life and justice are more precious to him than ever.

    The weird turns that followed in this already sensational take are truly astonishing--the Hearst family tried to secure Patty's release by feeding the people of Oakland and San Francisco for free; bank security cameras captured "Tania" wielding a machine gun during a roberry; the LAPD engaged in the largest police shoot-out in American history; the first breaking news event was broadcast live on telelvision stations across the country; and then there was Patty's circuslike trial, filled with theatrical courtroom confrontations and a dramatic last-minute reversal, after which the term "Stockholm syndrome" entered the lexicon. Ultimately, the saga highlighted a decade in which America seemed to be suffering a collective nervous breakdown.

    Styling for Instagram will help you achieve both. Author Leela Cyd has an eye for photography and keen sense of digital media—and she has the Instagram following to prove it. Full of gorgeous, full-color inspiration images, Instastyling is full of her expert advice on how to make the most of Instagram. From tips on arranging the perfect composition and styling your shots to using natural lighting and telling story with your work, the book will help you capture the attention of the Instagram community.

    WordPress expert Lisa Sabin-Wilson makes it easy for anyone with a basic knowledge of the WordPress software to create a custom site using complimentary technologies including CSS, HTML, and PHP. This easy-to-follow, full-color guide helps you identify the tools and technologies you need to create the site you envision, build a user-friendly navigation system, select colors and layouts, work with existing WordPress themes, and even develop your own theme to personalize your site.WordPress offers a versatile tool for building customized Web sites; this full-color book walks you through the process, explains the complimentary technologies involved, and shows you how to select colors, fonts, and themes Case studies illustrate the process and the effects that can be achieved Shows how to incorporate WordPress templates, graphic design principles, HTML, CSS, and PHP to build a truly one-of-a-kind Web site If you know how to use WordPress software to create a blog, WordPress Web Design For Dummies will enable you to quickly and easily construct a unique Web site for your business, organization, or personal use.

    Beyond the Pale chronicles Ken Grossman's journey from hobbyist homebrewer to owner of Sierra Nevada Brewing Co., one of the most successful craft breweries in the United States. From youthful adventures to pioneering craft brewer, Ken Grossman shares the trials and tribulations of building a brewery that produces more than 800,000 barrels of beer a year while maintaining its commitment to using the finest ingredients available. Since Grossman founded Sierra Nevada in 1980, part of a growing beer revolution in America, critics have proclaimed his beer to be among the best brewed anywhere in the world.Beyond the Pale describes Grossman's unique approach to making and distributing one of America's best-loved brands of beer, while focusing on people, the planet and the product Explores the Sierra Nevada way, as exemplified by founder Ken Grossman, which includes an emphasis on sustainability, nonconformity, following one's passion, and doing things the right way Details Grossman's start, home-brewing five-gallon batches of beer on his own, becoming a proficient home brewer, and later, building a small brewery in the town of Chico, California Beyond the Pale shows how with hard work, dedication, and focus, you can be successful following your dream.

    Economics has things to say about AC/DC and Arthur Boyd, dating and dieting, Grange and Geelong, murder and poverty. Incentives matter, often in surprising ways, and seemingly simple everyday activities can have unexpected outcomes. Insights from behavioural economics can also help us make better decisions.If you like fresh facts and provocative ideas, this is great train and weekend reading. You'll soon see the world and the people around you in a new light.'Essential reading for the 21st century' - Karl Kruszelnicki'Economics isn't the only thing, but Andrew Leigh reminds us that it can explain almost everything.' - George Megalogenis'What do you get when you cross a politician with an economist? A captivating, charming, and nicely-written book. Who knew?' - Annabel CrabbAndrew Leigh is the federal member for Fraser, ACT. He has a PhD from Harvard, was a Professor of Economics at the Australian National University, appears regularly in the media, and is author of several books, including Battlers and Billionaires.

    But it wasn't enough. He worked by the clock, and yearned to be his own boss. With a small amount of savings, he acquired his first rental property. Two years later, he was making more from his rentals than he was working 9 to 5, so he quit his day job to oversee his real estate investments. Today, he enjoys a multi-million-dollar collection of income-producing properties--and he's ready to share his money-making strategies so you can begin your own journey to career and financial independence. Two Years to a Million in Real Estateshows you everything you need to know, including how to Invest small amounts early-on while working a full-time job Avoid real estate â��bubbleâ�� risks Get others to pay your mortgage for you Pick a hot property (and spot others that will become hot) Simplify the ins-and-outs of financing Negotiate like a pro Screen for reliable tenants Understand how local tenant laws work Hire good people to manage your properties Know when to sell (20061208)

    Maxwell's latest book will enhance the lives of leaders, professionals, and anyone who wants to achieve success and personal growth.We often treat the word capacity as if it were a natural law of limitation. Unfortunately, most of us are much more comfortable defining what we perceive as off limits rather than what's really possible. Could it be that many of us have failed to expand our potential because we have allowed what we perceive as capacity to define us? What if our limits are not really our limits? In his newest book, John Maxwell identifies 17 core capacities. Some of these are abilities we all already possess, such as energy, creativity and leadership. Others are aspects of our lives controlled by our choices, like our attitudes, character, and intentionality. Maxwell examines each of these capacities, and provides clear and actionable advice on how you can increase your potential in each. He will guide you on how to identify, grow, and apply your critical capacities. Once you've blown the "cap" off your capacities, you'll find yourself more successful -- and fulfilled -- in your daily life.

    Why? Because your words are powerful and the words you speak about yourself are even more powerful. Discover what to say from God’s Word about your freedom, faith, finances, family, fitness, and your future dreams and goals. Use the sample declarations, including Terri’s personal daily pep talk, to unlock your potential and rise to new levels. Program your mind for success through positive declarations and become happier, healthier, and more productive today!

    That's why you're prepared to protect yourself and your loved ones. Now arm yourself for the legal battle that happens after an attack. The first fight is for your life – the second for your liberty. FREE BONUS: Download our FREE REPORT "Top 10 Self-Defense Legal Blunders" (lawofselfdefense.com/freereport) FREE VIDEO BONUS: Watch the weekly "Law of Self Defense LIVE Show" every Wednesday, 2PM Eastern (lawofselfdefense.com/show) Andrew F. Branca, the renowned expert in self-defense law, teaches you how to make quick, effective, legally appropriate decisions in life-and-death situations. His easy-to-understand analysis thoroughly covers the laws of all fifty states. Key legal principles are illustrated with interesting, sometimes heart-wrenching, true life examples of people defending themselves, and how their decisions helped, hurt, or even destroyed their case. This thoroughly updated third edition includes an all new chapter on interacting with the police, including what to say (or not say!) to 911, first responders, and detectives. Don't be a victim. Stay safe from both the physical attack and the legal aftermath. This book, with a foreword by legendary use-of-force expert Massad Ayoob, will teach you the powerful legal truth that protects your life, wealth, and freedom.

    It’s about the greatest pirate in history, the most powerful executive in the music business, a revolutionary invention and an illegal website four times the size of the iTunes Music Store. Journalist Stephen Witt traces the secret history of digital music piracy, from the German audio engineers who invented the mp3, to a North Carolina compact-disc manufacturing plant where factory worker Dell Glover leaked nearly two thousand albums over the course of a decade, to the high-rises of midtown Manhattan where music executive Doug Morris cornered the global market on rap, and, finally, into the darkest recesses of the Internet.Through these interwoven narratives, Witt has written a thrilling book that depicts the moment in history when ordinary life became forever entwined with the world online — when, suddenly, all the music ever recorded was available for free. In the page-turning tradition of writers like Michael Lewis and Lawrence Wright, Witt’s deeply-reported first book introduces the unforgettable characters—inventors, executives, factory workers, and smugglers—who revolutionized an entire artform, and reveals for the first time the secret underworld of media pirates that transformed our digital lives.An irresistible never-before-told story of greed, cunning, genius, and deceit, How Music Got Free isn’t just a story of the music industry—it’s a must-read history of the Internet itself.

    She’d grown accustomed to shopping at outlet malls, discount stores like T.J. Maxx, and cheap but trendy retailers like Forever 21, Target, and H&M. She was buying a new item of clothing almost every week (the national average is sixty-four per year) but all she had to show for it was a closet and countless storage bins packed full of low-quality fads she barely wore—including the same sailor-stripe tops and fleece hoodies as a million other shoppers. When she found herself lugging home seven pairs of identical canvas flats from Kmart (a steal at $7 per pair, marked down from $15!), she realized that something was deeply wrong. Cheap fashion has fundamentally changed the way most Americans dress. Stores ranging from discounters like Target to traditional chains like JCPenney now offer the newest trends at unprecedentedly low prices. Retailers are pro­ducing clothes at enormous volumes in order to drive prices down and profits up, and they’ve turned clothing into a disposable good. After all, we have little reason to keep wearing and repairing the clothes we already own when styles change so fast and it’s cheaper to just buy more. But what are we doing with all these cheap clothes? And more important, what are they doing to us, our society, our environment, and our economic well-being? In Overdressed, Cline sets out to uncover the true nature of the cheap fashion juggernaut, tracing the rise of budget clothing chains, the death of middle-market and independent retail­ers, and the roots of our obsession with deals and steals. She travels to cheap-chic factories in China, follows the fashion industry as it chases even lower costs into Bangladesh, and looks at the impact (both here and abroad) of America’s drastic increase in imports. She even explores how cheap fashion harms the charity thrift shops and textile recyclers where our masses of cloth­ing castoffs end up. Sewing, once a life skill for American women and a pathway from poverty to the middle class for workers, is now a dead-end sweatshop job. The pressures of cheap have forced retailers to drastically reduce detail and craftsmanship, making the clothes we wear more and more uniform, basic, and low quality. Creative inde­pendent designers struggle to produce good and sustainable clothes at affordable prices. Cline shows how consumers can break the buy-and-toss cycle by supporting innovative and stylish sustainable designers and retailers, refash­ioning clothes throughout their lifetimes, and mending and even making clothes themselves. Overdressed will inspire you to vote with your dollars and find a path back to being well dressed and feeling good about what you wear.