Claire Engle eBooks

The ITIL® (Information Technology Infrastructure Library) Foundation Complete Certification Kit is the most complete guide for anyone involved in IT Service Management and who are aiming to take the ITIL® >>

Your primary responsibility as a Help Desk Analyst is to provide top-notch first-level support, which will require troubleshooting technical issues, supporting complex software and computer technology >>

Boost your career with this book and the accompanying instant-on certification program and community for sharing Help Desk Technician answers, ideas and solutions. A typical Help Desk Technician provides >>

The Service Level Manager is responsible for maintaining the service level agreement structure, including SLAs, OLAs and underpinning contracts. The SLM designs, maintains and reviews a structure for the >>

The first edition of this book and its accompanying eLearning course is regarded as a classic in its field. Now, in an expanded and updated version of The Art of Service's book, the authors once again >>

Comprehensive walk-though of the 5 Critical Lifecycle Steps, core principles, best practices & support materials for adoption and implementation of the ITIL V3 IT Service Framework.