Knowledge Management is NOT an Add-on

Has a CRM or incident management vendor ever told you how wonderful their knowledge management “module” is? If so, beware: knowledge management must be the core of any successful CRM deployment, not an add-on module. Knowledge is power—but only when it is deeply integrated into the customer experience, the agent experience, and the enabling technology. A vendor with a knowledgebase modul…

Service and Support: Made to Measure

Management 101 tells us that success in business starts with setting goals and measuring progress toward them. Service and support leaders are metrics masters: from electronic status boards to thick monthly reports, filled with charts and tables, leaders manage by the numbers. Traditionally, measuring support operations has been straightforward. Shorter hold times are better; higher abandonmen…

The Invisible Threat: Interference and Wireless LANs

I nterference is a fact of life in the unlicensed bands used by wireless LANs (WLANs), and is an increasing challenge in all WLAN environments – the enterprise, outdoors (including metro-scale Wi-Fi meshes), and in the residence. As the number of unli- censed devices grows and as ever more mission-critical applications are deployed on WLANs, interference represents a challenge that must be ad…

Monitoring and Managing Distributed Retail Locations

According to Gartner Research, "The retail sector has a long-standing reputation for conservative technology adoption… However, much is changing in the retail sector, which is increasingly concerned with the capabilities of the 'big-box' retailers led by Wal-Mart. Retailers of all sizes are now realizing that operational efficiency is not enough to compete. Effective IT solutions, or the lack…

Achieving configuration compliance in a regulatory framework

Companies have devoted significant time and resources to achieve compliance with many pieces of legislation, such as HIPAA, Sarbanes-Oxley, and Gramm-Leach-Bliley. An important element of compliance with specific regulations is achieving a compliance framework internally. Compliance with external mandates can be more easily met by first ensuring that the network is compliant with the internal s…

The Credibility Revolution in Empirical Economics: How Better Research Design…

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The ideal security patch process

Imagine.that.you’ve.been.tasked.with.improving.the.corporate.patch.management.process..Would.you.know. what.the.ideal.patch.process.looks.like?.This.white.paper.breaks.down.the.patch.process.into.its.basic.pieces,. and.recommends.a.simple-to-use,.best.practice.approach. After.talking.with.many.IT.organizations.and.surveying.the.state-of-the-art.in.Change.Management.approaches,. we.documented…

Measuring Performance in Small and Medium Enterprises in the Information & Co…

Small and medium-sized enterprises (SMEs) in the information and communication technology (ICT) industries play a crucial role in the new economy. Most SMEs operate in a fiercely competitive environment; as such, it is important to optimize business practices. It is believed that performance measurement (PM) tools can help to identify weaknesses, clarify objectives and strategies, and improve…

Visual Studio Tools for Office 2007

The first part of this book introduces the Office object models and the Office primary interop assemblies (PIAs). You also learn how to use Visual Studio to build automation executables, add-ins, and code behind the document by using features of Visual Studio 2008 Tools for Office 2007 (VSTO 3.0). • Chapter 1, “An Introduction to Office Programming,” introduces the Office object models a…

Statistics in Business, Finance, Management & Information Technology

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Introduction to Information & Communication Technology

The equipment you will be using is a personal computer or PC. Computers have transformed the way we live, as they allow us to conduct so many different activities more efficiently than before. Using one is very straight forward. Computers allow us to work with numbers and information in a way few of us could ever conceive of even 20 years ago. Computers allow us to organize al types of informa…

VEHICULAR AD HOC NETWORK SECURITY AND PRIVACY

Impaired driving, traffic congestion, and treacherous driving conditions have caused numerous accidents every year all over the world, leading to great suffering of people in different ways such as great anguish, fatal injuries, and horrendous loss of human lives. There were nearly 6,420,000 auto accidents in the United States in 2005, where 2.9 million people were injured and 42,636 people kil…

Understanding IT Decoding Technology and Business

This work is intended for the enjoyment and education of individuals that are just entering the world of Information Technology. It is intended to give a brief, high-level overview of the technologies in use today, their history, and their use in the world of business. As a result of trying to cover a very large and diverse topic in under two hundred pages, as well as the author’s attempt t…

Information Management Technology

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UML 2.0 in a Nutshell

System developers have used modeling languages for decades to specify, visualize, construct, and document systems. The Unified Modeling Language (UML) is one of those languages. UML makes it possible for team members to collaborate by providing a common language that applies to a multitude of different systems. Essentially, it enables you to communicate solutions in a consistent, tool-supported…

Ubuntu: Up and Running

Some people say South African entrepreneur Mark Shuttleworth is a very lucky man. Others say he’s an astute businessman and talented software engineer. But whichever way you look at it, there’s no denying that he has twice helped steer the course of technological development throughout the world. In 1995, he founded Thawte, the first company outside the United States to produce a fully encr…

TOUCHING THE FUTURE TECHNOLOGY FOR AUTISM?

There is growing international interest in the use of assistive and ambient technology to support people with a range of impairments, whether developmental, acquired or age- related, in being able to function independently in the modern world. A particular focus has been on the potential for mobile technology to act as a technical adjunct to compensate for a range of cognitive limitations. Sinc…

Tomcat

Because Tomcat is written in Java, some people assume that you have to be a Java guru to use it. That is not so! Although you need to know Java to modify the inter- nals of Tomcat or to write your own servlet programs, you do not need to know any Java to use Tomcat or to write or maintain many JavaServer Pages (JSPs). You can have JSPs that use “JavaBeans” or “JSP Custom Tags”; in both …

TO THE CLOUD

The Internet had been around for a while when on July 5, 1993, the New Yorker magazine featured a cartoon that, in the minds of some, marked its real arrival. “On the Internet,” says the dog at the computer screen to his canine friend, “nobody knows you’re a dog.” I knew it was time to write this book when I woke up one morning, downloaded my digital edition of the October 8, 2012, Ne…

THE COMMON LAW OF INTELLECTUAL PROPERTY

THE CHAPTERS IN this collection, written in honour of David Vaver by friends, colleagues and former students, all relate to intel- lectual property and the common law. The idea of the ‘common law’ is understood primarily to refer to the family of legal systems of the so-called ‘common law countries’—including, Australia, Hong Kong, India, the Republic of Ireland, Israel, Malaysia, New…

The ThoughtWorks Anthology 2

I love anthologies. When I was a lad, I was a huge fan of science fiction. I was lucky to have access to a rich ecosystem of sci-fi magazines. Every year, each magazine would take its very best stories and anthologize them, presenting the cream of the crop. I whiled away many hours reading those best-of collections. I loved those anthologies because each story had a different author; the chang…

The Secret to Information Security Social Media Marketing Success

There is definitely a lot of hype regarding online marketing in today's Digital Mobile Age. In fact, the hype is so thick that you can cut it with a machete. Many online marketers and social media marketing firms throw a lot of jargon and buzzwords around. Still, at the end of the day, you don't really know what they are talking about. It seems they are simply throwing lots of complex-sounding …

The Hardware Startup

If you’re reading this book, it’s likely because you’ve decided to start, or are thinking about starting, a hardware company. Congratula- tions! Launching a hardware startup is an exciting and challenging under- taking. There’s a saying: “Hardware is hard.” You have to navigate the complexities of prototyping and manufacturing, the daunting optimiza- tion problems of pricing and log…

The facebook marketing book

Originally a network for select college students, Facebook first expanded into high schools, then larger  networks, collecting students and colleagues across the country and, eventually, the world. Now you  can not only identify your romantic partner and growing circle of friends, but also your parents and…

The Business of iOS App Development

This book is to help developers with every aspect of the App Store. Oftentimes, we see amazing apps go unnoticed. There are many factors that can cause this, but often it is because we developers have trouble thinking with a business mindset. David and I wrote this book to provide you with every single thing you will need to make your apps succeed in the every crowded app marketplace. You will …

The Business of Android Apps Development

The mobile application business model is essentially the new get-rich-quick scheme. There are many who put out their app on smartphone platforms, and begin to start receiving profits from users, advertisers, and shops within their applications. There is, of course, a lot of work involved before the developer can simply sit back and watch the money roll in. This was certainly the case for iOS du…

The BRIDGE

problems underscore the shortfall in our understanding of many issues related to large-scale IT systems and their applications. They suggest that achieving the promise of IT will require new research efforts. Drawing upon a recent report from the National Research Council (NRC) Computer Science and Telecommunications Board on the future of IT research (2000), this article argues for an expans…

The Architecture of Privacy

You have decided to build a new technology that processes data about people. Where do you start? In Part I, we walk you through the initial steps that lay the foundation upon which your privacy-protective framework will be built. Chapter 1 defines the concept of privacy and the critical role of the engineer in shaping that concept through technology. We then raise some preliminary questions reg…

Test-Driven Infrastructure with Chef

“When deploying and administering large infrastructures, it is still common to think in terms of individual machines rather than view an entire infrastructure as a combined whole. This standard practice creates many problems, including labor-intensive admin- istration, high cost of ownership, and limited generally available knowledge or code usa- ble for administering large infrastructures.�…

Technology and Economics

The papers published in this volume commemorate Ralph Landau's many years of service to the National Academy of Engineering. Over almost two decades, Ralph Landau served the NAE as member of the council, officer of the Academy, and in a variety of capacities as a vigorous intellectual contributor to the Academy's program. Ralph Landau is an innovator who combines the characteristics of a person…