Tech & Work

  • White Papers // Feb 2015

    Puppet Labs DevOps Salary Report

    The 2014 State of DevOps Report revealed strong correlations between DevOps practices and strong IT performance, and also showed that high-performing IT teams have a beneficial impact on the business performance of the organizations they belong to. Among our questions about tools & practices, location, industry and company size,...

    Sponsored By Puppet Labs

  • White Papers // Apr 2015

    Thriving In Small Places

    In the last 10 years, office cubbicle has shrunk 64% which means than producitty has been affected too. This whitepaper give you useful space hacks to help you be one with a smaller, more open and productive worplace.

    Sponsored By Hewlett-Packard (HP)

  • Book chapters // Jul 2005

    Measure help desk performance more effectively

    This sample chapter, taken from McGraw-Hill's Introduction to Help Desk Concepts and Skills, examines different approaches to measuring help desk performance. Accurately measuring help desk performance is challenging. Statistics that seem impressive at first glance are often misleading when examined more closely. Help desk managers must look beyond an...

    Provided By McGraw-Hill Professional

  • White Papers // Jul 2014

    Compensation Made Simple

    Using market-based salary data to align your organization’s compensation strategy with those in the same recruiting market can enable your organization to stay competitive and improve employee engagement and retention. Read this paper to learn more about: How a business's lifecycle influences employee compensation, Why market-based salary data...

    Provided By IBM

  • Tools & Templates // Jan 2010

    Accomplishments Tracker Template

    Having a structured way to keep track of your noteworthy accomplishments will help you highlight your contributions when review time rolls around. Use this handy template to detail the best (and worst) of your performance throughout the year.

    Provided By TechRepublic

  • Tools & Templates // Aug 2005

    Encourage professional growth with this development plan template

    This simple template can serve as a tool for promoting the professional development of your employees by outlining their developmental objectives and defining specific measures to achieve them. Professional growth involves collaboration between you and your employees. You're responsible for providing training and development opportunities--but they're responsible for taking...

    Provided By TechRepublic

  • Downloads // Jun 2009

    10+ ways to improve your writing by self-editing

    If you want your writing to be polished, professional, and effective, you'll need to develop a system for reviewing your work with a critical eye. Here are some concrete steps you can take to vastly improve the results.This download is also available as an entry in our 10 Things blog.

    Provided By Susan Harkins

  • White Papers // Jun 2014

    Critical Concepts of the 200-120 CCNA Routing and Switching Exam

    In the spring of 2013, Cisco announced major updates to their Cisco Certified Network Associate (CCNA) curricula, including a new version of the CCNA Routing and Switching exam (200-120 CCNA). This paper provides a review of the CCNA Routing and Switching exam's critical concepts, as an aid to students preparing...

    Provided By Global Knowledge

  • Downloads // Feb 2009

    10+ ways to reduce wordiness in your writing

    When you streamline your wording, your message becomes more powerful and clear. Calvin Sun looks at how eliminating just a few superfluous phrases can tighten up your writing and give it more punch. This download is also available as an entry in our 10 Things blog.

    Provided By Calvin Sun

  • Case Studies // Aug 2009

    Rail Operator SJ Uses CRM to Increase Profits and Customer Satisfaction

    This case study looks at how the government-owned Swedish rail operator SJ responded to the competitive threat of pending industry deregulation. Combining its CRM initiative, SJ Prio, with its service excellence has helped SJ significantly increase revenue growth and profitability. Executives in charge of customer experience can use this research...

    Provided By Gartner

  • Case Studies // Apr 2009

    Global 360 Case Study: Major Wireless Carrier

    This major wireless carrier needed a process and document management solution to process correspondence from offshore call centers more efficiently while improving customer response times. The Global 360 solution provided this wireless carrier with an automated correspondence management solution for an offshore call center, automated their customer response process to...

    Provided By Global 360

  • Downloads // Jan 2010

    10 reasons to use Azure for your cloud apps

    Cloud platforms are available from various vendors, including Amazon, IBM, and Google. But Deb Shinder thinks Microsoft Azure might be the best choice.This download is also available as an entry in our 10 Things blog.

    Provided By Deb Shinder

  • Downloads // Mar 2010

    10 ways to deal with setbacks

    Everyone faces failures and disappointments from time to time. The trick is finding a way to bounce back -- and maybe even come out ahead.This download is also available as an entry in our 10 Things blog.

    Provided By Calvin Sun

  • Downloads // Feb 2011

    10 reasons for quitting IT

    There are a lot of upsides to working in IT -- but depending on your situation, you might find yourself considering other career options. Jack Wallen describes a few factors that could be the last straw for some IT pros.This download is also available as an entry in our...

    Provided By Jack Wallen

  • Downloads // Mar 2011

    10 alternative careers for burned-out IT workers

    So you're thinking about leaving IT -- but you're not sure what to do instead. Here are a few alternative fields where you might be able to use your talents in more satisfying ways.This download is also available as an entry in our 10 Things blog.

    Provided By Jack Wallen

  • Downloads // Apr 2011

    10 tips for delivering bad news

    Giving someone bad news is never easy, but there are right ways and wrong ways of going about it. Calvin Sun has some advice on the best methods for sharing unpleasant information.This download is also available as an entry in our 10 Things blog.

    Provided By Calvin Sun

  • Downloads // Feb 2006

    Quickly assess new employees' computer skills with this evaluation form

    Develop the best plan for training and supporting new employees by using this form to gauge their level of computer expertise. When a new employee walks in the door, the IT staff has gained a user to support--possibly someone who has little or no real computer experience. To avoid...

    Provided By TechRepublic

  • Downloads // Jan 2002

    Welcome letter

    Download this welcome letter from the IT department to help when new employees join your company. Distributing the welcome letter will not only help newbies hit the ground running, it will also reduce calls to the help desk.

    Provided By TechRepublic

  • Downloads // Sep 2005

    Prioritize help desk requests with this call-level chart

    Both large and small IT shops can benefit from using a call-level plan to improve staff productivity and user satisfaction. To help you create such a plan, we've developed this sample call level chart, which you can tailor to meet your needs. Prioritizing support calls is a critical process...

    Provided By TechRepublic

  • Downloads // Nov 2005

    10 things you should know about being a great IT manager

    The 10 suggestions outlined in this download can help both new and seasoned managers become great IT managers. IT Managers can easily get caught up in day-to-day operations and activities and lose sight of important management behaviors. Whether you're a new or seasoned manager, the following suggestions can help...

    Provided By TechRepublic

  • Downloads // Dec 2005

    Presentation: 10 things you should know about Microsoft Windows Server Update Services (WSUS)

    This PowerPoint presentation outlines 10 things about Microsoft Windows Server Update Services (WSUS) every network administrator and help desk technician should know. In June 2005, Microsoft released Windows Server Update Services (WSUS), the much-anticipated update to its Software Update Services (SUS). As the successor to SUS, WSUS features...

    Provided By TechRepublic

  • Downloads // May 2005

    Key legal concerns of IT managers

    It's not enough that you keep your IT department running smoothly and effectively, delivering value to your organization and staying responsive to the needs of those you support. You also have to make sure that your staff members don't make any legal missteps and that you don't fall into any...

    Provided By TechRepublic

  • Downloads // Sep 2001

    Tracking accomplishments worksheets

    If you want a pay increase or a promotion, you should download this helpful spreadsheet that help you track your accomplishments on the job. What are you really worth to your company? Put a number on your effectiveness as an IT manager and prove your worth.

    Provided By TechRepublic

  • Downloads // Aug 2002

    Assess staff needs with this spreadsheet

    Determining the number of IT staff needed is not a completely scientific process. But this spreadsheet goes a long way toward helping the IT manager make that determination.

    Provided By TechRepublic

  • Downloads // May 2005

    User satisfaction survey form

    User surveys offer an excellent way to determine the level of satisfaction among employees who rely on IT support services. But to get accurate and useful results, it's important to develop a clear and simple assessment form. This revamped version of our sample survey offers a mix of easily answered...

    Provided By TechRepublic

  • Tools & Templates // May 2002

    A CIO resume template

    If you're dusting off that resume to revamp for a new career goal or just to get it up to date, this new CIO resume template will help guide you on what should be included and how best to present your expertise and skills to potential employers.

    Provided By TechRepublic

  • Downloads // May 2005

    Ten good reasons not to provide free tech support

    As an IT support professional, people routinely ask me to "help" then solve computer problems unrelated to my actual job. I like to help when and where I can, but there are serious pitfalls to accepting such requests. Providing free technical support is often not worth the price you pay,...

    Provided By TechRepublic

  • Downloads // Aug 2005

    Free Chapter Download - IT Manager's Tool Kit, Third Edition

    Download the Strategic IT Planning chapter for grassroots advice on defining the ideal IT organization and recommendations for creating an aligned enterprise. In addition, you'll learn how IT business alignment veers off track and discover methods for preventing such mistakes.

    Provided By TechRepublic

  • Book chapters // Nov 2005

    Deploy Windows application with Visual C# .NET and Visual Studio .NET

    This sample chapter, taken from MCAD Developing and Implementing Windows-based Applications with Microsoft Visual C# .NET and Microsoft Visual Studio .NET Exam Cram 2 (Exam Cram 70-316), discusses how to deploy applications using XCOPY, the Windows Installer, and zero-touch Web-based deployment methods. Learn how to use Visual Studio .NET...

    Provided By Que Publishing

  • White Papers // May 2006

    Customer Experience Management: The Value of "Moments of Truth"

    To manage customer experiences, one must first understand what "Customer experience" means. It's almost as difficult to pin down as "Customer relationship." Customer experiences include every point in which the customer interacts with the business, product or service. Customer Relationship Management (CRM) is a business strategy to acquire, grow and...

    Provided By CustomerThink

  • Downloads // Nov 2007

    10 ways to make meetings more effective

    We've all had to sit through meetings that were unnecessary, poorly conducted, unproductive, and/or excessively long -- but it doesn't have to be that way. Calvin Sun offers a list of pointers to help ensure that meetings are more efficient and worthwhile.This download is also available as an entry...

    Provided By Calvin Sun

  • Downloads // May 2008

    10 ways to make your VoIP rollout easier

    You know VoIP can potentially save your company money and provide your users with convenience features. But making the switch can be a little scary. You depend on your telephone service and may not be able to do business without it, so it's important to get it right. Deb Shinder...

    Provided By Deb Shinder

  • White Papers // Feb 2007

    Measuring the Effectiveness of Security Using ISO 27001

    Whilst the intentions and objectives behind ISO/IEC 27001:2005 (ISO 27001) aren't dramatically different to those in BS 7799- 2:2002, one of the changes with the biggest potential impact to organisations is the requirement to measure the effectiveness of selected controls - or groups of controls - within the new. This...

    Provided By Siemens

  • Downloads // Jun 2008

    The 10 best ways to handle a job interview

    Given the current economy, maintaining contacts with other companies can be critical. Knowing the right people can help you land a better job, one with more pay or perhaps the chance of advancement. But getting that next job often involves an interview. Calvin Sun put together this list of practical...

    Provided By Calvin Sun

  • White Papers // Oct 2007

    The SIP Contact Center: Leveraging the SIP Architecture to Build IP Contact Center Solutions

    The legacy call center has been a staple for enterprises that service customers over the telephone. Whether servicing a major airline or a small local business - providing prompt access to helpful agents is an important part of every business and a constant target for improving performance and efficiency. As...

    Provided By Audiocodes

  • Downloads // Mar 2008

    Which of these IT job roles is right (or wrong) for you?

    Unless you're very lucky, you probably won't find your ideal position in the IT world the first time out. In fact, you may not even know what your ideal position looks like until you've been laboring in the tech trenches long enough to get a sense of the industry and...

    Provided By TechRepublic

  • Downloads // Jul 2008

    Can we call a truce? 10 tips for negotiating workplace conflicts

    Whether two employees are fighting or a disgruntled client is on the verge of leaving, you -- yes, you -- can step in and help solve the problem. Veteran mediator Jeffrey Krivis offers some tricks of the trade.This download is also available as an entry in our 10 Things blog.

    Provided By Jeffrey Krivis

  • Downloads // Jul 2008

    10 ways to improve your client relationships

    One thing is true for all consultants: If we have any work, we have clients. And one of our most important roles is to maintain and enhance our relationship with them. Here are some suggestions to help you foster those important business relationships.This download is also available as an...

    Provided By Kevin Eikenberry Group

  • White Papers // Aug 2008

    Call Center Comparison Guide

    Compare these VoIP call-center vendors to find the best one for your business. So, you know that a VoIP call-center enhances customer service and, in return, helps attract and retain customers. But which VoIP call-center vendor do you choose for your specific needs? This Comparison Guide evaluates major vendors such...

    Provided By VoIP-News

  • Downloads // Sep 2008

    10 ways to survive office politics

    Friction, deceit, gossip, rivalry, power plays -- fine for movies and TV, but potentially disastrous in the workplace. Calvin Sun looks at strategies for steering clear of issues that can unravel company culture and hurt your career.This download is also available as an entry in our 10 Things blog.

    Provided By Calvin Sun