Tabla de Contenidos: “…Social Networking and Agility -- When Social Networking Doesn't Work: The Cannabis Business in America -- The New Rules of Job Search -- How to Find a New Job via Social Media -- Social Networking Drives Adagio Teas' Success -- 5: Blogs: Tapping Millions of Evangelists to Tell Your Story -- Why You Still Need a Blog in the Age of Social Networking -- Blogs, Blogging, and Bloggers -- A Blog (or Not a Blog) -- California Lawyer Blogs to Build Authority and Drive More Business -- Understanding Blogs in the World of the Web -- The Four Uses of Blogs for Marketing and PR -- Monitor Blogs-Your Organization's Reputation Depends on It -- Comment on Blogs to Get Your Viewpoint Out There -- Bloggers Love Interesting Experiences -- How to Reach Bloggers around the World -- Do You Allow Employees to Send Email? …”

Tabla de Contenidos: “…The Four Cardinal Sins that Undermine Good Customer Service -- Summary -- Test Your Understanding -- Suggested Further Readings -- Chapter 5 Ethics, Legislation, and Outsourcing -- Introduction -- Ethics -- The RadioShack Case -- The Tyco Case -- The WorldCom Case -- The Enron Case -- Legislation -- Sarbanes-Oxley Act -- Graham-Leach-Bliley Act -- California Senate Bill 1386 -- Outsourcing -- Summary -- Test Your Understanding -- Suggested Further Readings -- Chapter 6 Comparison to ITIL Processes -- Introduction -- Developments Leading Up To ITIL -- IT Service Management -- The Origins of ITIL -- Quality Approach and Standards -- Criteria to Differentiate Infrastructure Processes -- Comparison of Infrastructure Processes -- Ten Common Myths Concerning the Implementation of ITIL -- Myth #1: You Must Implement All ITIL or No ITIL at All -- Myth #2: ITIL is Based on Infrastructure Management Principles -- Myth #3: ITIL Applies Mostly to Data Center Operations -- Myth #4: Everyone Needs to be Trained on ITIL Fundamentals -- Myth #5: Full Understanding of ITIL Requires Purchase of Library -- Myth #6: ITIL Processes Should be Implemented Only One at a Time -- Myth #7: ITIL Provides Detailed Templates for Implementation -- Myth #8: ITIL Framework Applies Only to Large Shops -- Myth #9: ITIL Recommends Tools to Use for Implementation -- Myth #10: There Is Little Need to Understand ITIL Origins -- Summary -- Test Your Understanding -- Suggested Further Readings -- Chapter 7 Availability -- Introduction -- Definition of Availability -- Differentiating Availability from Uptime -- Differentiating Slow Response from Downtime -- Differentiating Availability from High Availability -- Desired Traits of an Availability Process Owner -- Methods for Measuring Availability -- The Seven Rs of High Availability -- Redundancy -- Reputation -- Reliability -- Repairability…”