Believe it or not! A parent-child relationship has nothing to do with Freud, a jump and run has nothing to do with COPS, a hot swap has nothing to do with reality TV and a hub is not a member of your family. Take it from this guru common ordinary words mean something completely different to us techies. The Help Desk Dictionary has captured nearly 1000 eclectic terms from the technical to generally accepted slang. If it has something to do with help desks, we define it and re-define it in The Help Desk Dictionary. The Help Desk Dictionary is an indispensable resource for help desk managers, technical analysts and IT managers who need a definitive source of industry service and support terms. The book defines key metrics, support models, certifications, industry organizations, service management methodologies, and technical terms from the desktop through the network all the way out to the WWW. Standardize the IT lingo in your organization with this addition to your information technology library!
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About the Author
Julie is a dynamic, engaging change agent who brings integrity and passion to everything. Through her books, articles, speaking, consulting, and teaching - her purpose is to change the world through thought provoking dialog and interaction. Julie has a B.S. degree in computer science from The Ohio State University, a MaED from the University of Phoenix, and is currently pursuing her PhD in Management and Organizational Leadership in Information Systems & Technology from the University of Phoenix. She also is an ITIL Expert, Certified Help Desk Director, and Certified Governance IT Professional. Julie speaks at conferences worldwide on topics of leadership, business, customer experience management, knowledge management, service management, governance, organization development, process engineering, service level management, and continual improvement.