Book Description
As the required textbook for NAEMT's worldwide prehospital trauma life support courses, Prehospital Trauma Life Support (PHTLS) is the definitive resource for learning basic and advanced prehospital trauma skills and concepts. Now revised and expanded to cover all aspects of prehospital trauma with new chapters on burns, wilderness trauma, tactical considerations, weapons of mass destruction, triage and disaster management, and environmental trauma the 6th edition is the ultimate trauma text for any prehospital care provider! The 6th edition is also ideal for use as the trauma component of an EMT or paramedic course or as a general reference tool on trauma assessment and management. The Instructor's Resource Manual with CD-ROM is available for certified PHTLS instructors ONLY. It can be ordered through MosbyJems, but customers must first obtain an access code from the National PHTLS office at 1-800-94-PHTLS or 1-601-924-7744. Individuals may also call the above numbers for information on How to Become a PHTLS Instructor.
Customer Reviews:
Excellent book.......2007-08-31
This book is a must for those who are dedicated to the art fo prehospital care. Very good editorial standard, easy to read and understand both the basics as well the advanced aspects related to trauma support. Highly recommended.
Good book for the EMT-B, Excellent Review for a Paramedic.......2007-04-30
I just finished taking the course this weekend and I love this book. I'm an EMT-B and its satisfying to finally have a book that is more in depth with regards to injury kinematics, assessments, conditions, and management. There isn't MUCH new that hasn't been covered in an EMT-B course, however, it explains why certain procedures must be done with regards to the physiology of the trauma injury.
I can understand why Paramedics see it as a refresher, but I guess its good for them to reinforce their foundation of knowledge. My belief is that it is too simplified for nurses and doctors, but I'm sure they take ATLS anyway ( as they should!).
The main focus of the book seems to teach the ability to do a rapid assessment and treatment and then "load and go" instead of "stay and play".
Excellent upgrade from the 5th edition........2007-04-10
PHTLS 6th edition, had numerous upgrades from the last edition. This book was very informative of the new procedures we are seeing in prehospital care. It was written for paramedic level of procedure, but was still written to be understood by an EMT-B. The DVD was excellent example of the hands on procedures, unlike the 5th editions CD. A must read for the emergency care personnel.
Trauma Life Support.......2007-01-09
Nice review of BLS and ALS principles and is a good resource for information on emergent trends like use of tourniquets or hemostatic dressings. As a text for learning ALS skills, though, it is lacking in detail or clear photos or diagrams. Photos of intubation are at a distance that makes it hard to see the fine detail required in the technique; images of the cords would be helpful. Similarly, IV access has no visual aids; tips on catheter insertion would be helpful if this were to be used as a teaching text.
A good course.......2006-03-03
For anyone in prehospital medicine, a good course to take. I found a lot of it to be review from my Paramedic class, though.
Product Description
Key Skills ILX have designed an A3 double sided process model, giving a graphical overview of all major Service Support and Service Delivery Processes. This is an excellent tool to use as part of your preperation for your ITIL examinations.
Customer Reviews:
Great presentation material!.......2007-08-08
Very useful for walking people through ITIL process framework; but only a piece of reference material.
Double sided and Sticky.......2007-04-27
Amazon puts a difficult to remove sticker on the poster for tracking purposes. It takes a while to come off, because you have to work gently to not damage the poster surface. Also this is a 2 sided poster so to see the whole thing you need to get 2 of them. It does present good informationand is useful in understanding the model. It does contain ads for the ILX group.
road map to success.......2007-03-28
A little over a year ago I began working at a web based company. The owner is a programmer / businessman. When the company was starting off he was able to do everything himself. With several programmers now working on 4 continents this simple poster has single handedly saved us countless hours of needless searching when things DO go wrong.
Together with The Visible Ops Handbook: Implementing ITIL in 4 Practical and Auditable Steps book, its an invaluable IT tool.
Helpful.......2007-03-25
The diagram showing consise information about the 10 itil processes is very helpful. The other part is the relationship between document/products and who is accountable for it. It is basically showing all ITIL products/documents and who is accountable, responsible or being informed for it.
However I found the poster very small compared to others like this (example PRINCE2), and the fact that is two sided make it completely impossible to frame it, unless you decide to "loose" the other side of the poster. There are also some minor confusing terms, like "request for work" between Incident and Problem Management. I don't remember such term as part of the standard ITIL terminology.
Overall is an excellen help for understanding basic and consise information about ITIL
ITIL.......2006-06-26
This Model ensured that I implemented and clearly conveyed the importance ITIL. I would recommend it to any IT professional who is interested in understanding ITIL and the cross-functional relationship to each process.
Customer Reviews:
Service Support.......2007-05-15
Ordered for another employee. I really haven't had any feed back on it.
Excellent Book on ITIL Process.......2007-05-03
This book is not so much a business books as it is a business process book. If you are looking for a book highlighting trends in the IT service industry, case studies and witticisms from proliferate CIO's then this is not the book for you. However, if process turns you on, keep reading. I have to admit to personally getting a little excited around process, particularly as it relates to IT, so you will have to excuse my bias as I approach this book review. Having admitted my bias, I will say that this is an amazingly straight-forward approach to IT Service process which has become industry standard. The book presents process in a way which is easy to understand while lacking the bureaucracy of many process documents which often puts readers to sleep.
Despite being a process oriented document, Best Practice for Service Support deals with many topics relevant to current technology management topics. This book is focused on IT but is equally applicable to Technology Operations and Support Services. It provides a high level look at systems integration from the perspective of integrated process for Incident Management and Change Control. This book also deals with Business Intelligence and Key Performance Indicators emphasizing the need to provide information about changes and incidents for users and managers.
Published in 2000, some of the book seems a little out of date. Concerns around the amount of bandwidth needed to handle request information flowing over a network seem antiquated in a world with such large network capacity. Other chapters which extol the benefits of a computerized ticketing system also feel out of place in a world where most service desks would not even consider running without a computerized ticketing system and where Open Source ticket systems are widely available for free. This is further reflected in the discussion of some very simple issues which have been answered by almost all modern ticket systems such as the need for unique identifier.
While some information may be outdated, most of the data is very relevant today. The book consistently provides simple, pragmatic, good advice such. This is reflected in the advice on implementing a new ticket system which I have found true in my own recent experience, "Start simple and expand as the business needs demand it" p. 43. The book provides good basic coverage of customer management and training. The process, specifically as they relate to Change Management clearly comes out of significant experience. The insight into the impact on the frequency of Requests for Change and the way in which this reflects on the business has been clearly demonstrated in my experience with day to day operations.
While ITIL started in Europe it has increasing influence in US and is becoming necessary for US companies looking to expand globally. In fact, the concepts and processes outlined in this book are so relevant that my company is currently looking to implement the Incident Management process outlined in this book. After much work developing a unique Incident Management process, investigation revealed the ITIL based process outlined in this book outlines a much more acceptable and industry standard approach. As outlined in figure 2, my company is implementing a tiered support model. This model will be integrated with the incident process model outlined in this book. Figure 3 shows our new process model derived almost directly from this text. The only issues we have run into are in updating and distributing the process. As it is sold by the United Kingdom government it has some pretty stringent copyright protection around it, only allowing one copy printed and only installation on a few computers making it difficult to modify to fit individual needs.
All-in-all Best Practice for Service Support provides a comprehensive guide to ITIL based support processes, very relevant to today. This is a must read for implementation of ITIL. For those who are working to implement ITIL based processes, this book should be supplemented by additional reading with some more practical implementation advice such as The Visible Ops Handbook: Implementing ITIL in 4 Practical and Auditable Steps. For anyone looking to standardized process across IT or Operations organizations ITIL and Best Practice for Service is the way to go.
This book is essential for ITIL Version 2 Exams --- Especially the Manager's Level Certification.......2007-01-19
I purchased this book and its companion, Service Delivery, to prepare for the Master's level exam administered in April, 2004. I read these books, made outlines, completed a practice exam and found that I was sufficiently prepared to pass the exam on my first try.
I know that some people will sit for the exam using other sources, such as their class notes or materials supplied by their training provider. I have an aversion to getting information too far removed from the primary source. Sometimes there is a reason you do not want to use a primary source. Perhaps the material is too sterile and you need the examples that secondary sources tend to provide. However, that is not the case for these books.
The material is well organized. The concepts within chapters are numbered, and the accompanying charts and graphs help clarify the ideas. The concepts are written in an easy to understand style. There is no reason to avoid reading this primary source of information.
On a cautionary note, you must decide whether you should purchase this version 2 book based on when you plan to sit for the certification exam. As you may have heard, Version 3 is scheduled for release in Spring 2007.
If you are wondering what will be different between the two versions, as well as what changes to expect in certification and examination, you can go straight to the source. I recommend that you read the ITIL Refresh News by Chief Architect Sharon Taylor.
You can find the article at www.itil.co.uk/news.htm. (Scroll down to the November 2006 entry entitled 'ITIL Refresh News, Autumn 2006' and click on the pdf entitled 'ITIL Refresh News 1st Edition.' You can register for ITIL Refresh News and email alerts at www.best-management-practice.com/ITILRefreshRegister.
Good luck and best wishes on the exam.
Official OGC material to prepare your ITIL Foundation Certificate.......2005-06-27
This is the OGC's official documentation, it has several typos but the content is very clear and well documented; very useful to prepare your ITIL Foundation Certificate - it might be wise to wait the new edition of ITIL V3.0 that will cover other ITSM topics
All the best,
Christophe Poizat
(...)
Official guide to 6 key ITIL processes.......2004-07-01
This is the official guide to service support, covering:
(1) Service Desk
(2) Incident Management
(3) Problem Management
(4) Configuration Management
(5) Change Management
(6) Release Management
Recommended if you are pursuing ITIL certification because this is the official guide, or wish to invest in reference material for a shared library when implementing ITIL. The service delivery topic is well covered from theory and practical perspectives, and the interrelationship between and among process areas are clearly depicted.
If you are merely exploring the benefits of the ITIL or want a condensed reference I recommend instead that you look at "IT Service Management: An Introduction" (ISBN 9080671347), which covers the six service support processes in sufficient detail to gain a solid understanding of them and what implementing them entails. Another resource I highly recommend is ITIL Community Forum, which you can reach by pasting the ASIN number B0002FP9PO into the search box on this page, selecting all products and clicking GO. This site has a link to an open source version of the ITIL documentation that is evolving, but contains good descriptions of many of the key process areas.
Book Description
When a company decides to make a major organizational changewhether it's a new emphasis on customer service, quality management, restructuring or downsizingmanagers must get the message through to front-line employees, and enlist their support...or the changes will create more turmoil than progress.
Written for busy managers at all levels, Communicating Change offers specific prescriptions for effecting successful change centered around three guiding principles:
- Conveying the message through supervisors
- Communicating face-to-face
- Making the changes relevant to each work area
In addition, a variety of helpful forms, checklists, sample communications, and surveys help managers to quickly put these principles into action.
Customer Reviews:
common sense communication improvements.......2007-01-18
I work as a Communications Specialist... sounds impressive, but really it is all about listening...and this book gives real world examples and steps for improving how you communicate change in your company. Perhaps I enjoy it because it supports my own theory that a chat or memo from the CEO is nice, but who is the guy/woman? really?...the immediate supervisor is the one I interact with everyday... that person is the key to clear communication and the conduit to change.
This is an easy-to-read book, presenting clear practical solutions.
Packed with Knowledge !.......2005-02-23
Nearly every CEO of a large corporation believes that words directly from his or her mouth will inspire front-line employees. Five decades of research show just the opposite, explain consultants and authors T.J. and Sandar Larkin. Their investigations emphasize the importance of communicating change through low-level supervisors, a group that has more credibility with front-line workers. They maintain that CEOs must go beyond simply telling supervisors what to do; they must also listen to these key employees and empower them by taking their suggestions seriously. The authors provide plenty of real-world examples to bolster their case. We recommend this clearly constructed argument to CEOs and to anyone charged with communicating with large numbers of employees. This engaging treatise, a classic, is ready to persuade its next crop of managers.
Good reference.......2003-11-22
My line of consulting has a lot to do with change management and communicating change so this was a good book to refer to for additional ideas and tools for the toolkit. One of the chapters that sticks out in my mind is the one that talks to how people prefer to hear certain types of messages (e.g. from their direct mananger, through an email, at an all hands meeting etc) The author uses actual data from surveys to back up his ideas which I fpund helpful - not only in helping me recommend certain vehicles for communication but also convincing others. Good resource.
A superb book.......2000-06-11
I'm an academic--a professor of corporate communication--and this is one of the few books I recommend to students in this area. Larkin bases every one of his assertions on applied research in organizational communication--very refreshing from the "I did it in my organization, so it must work in your company" perspective of most business authors. Larkin also completely shatters myths around traditional corporate communication practices (e.g. the executive should communicate directly to employees around major change areas), and bases such assertions on research in the area *plus* his own consulting experience (of which he has a great deal). My students also loved this book. If you buy one book on employee/corporate communication, this is the one.
Breath of fresh air.......1999-12-22
After years of being force-fed communications theories that didn't work, it was a real joy to see reality documented. The solutions presented are too simple to be acceptable to anyone more interested in documenting "quality" than running a business. These "rules" help: they work in practice (when was the last time you heard that about a communications theory?): and they will change your world.
Average customer rating:
- Best Available Software Technical Support Book
- Support from the Ground Up
- Great for Call Centers and Internal IT Tier-2
- Loaded with info but makes a few incorrect assumptions
- This is the Software Support Bible
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The Art of Software Support
Francoise Tourniaire , and
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Similar Items:
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The Complete Guide to Customer Support: How to Turn Technical Assistance into a Profitable Relationship
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Running an Effective Help Desk, 2nd Edition
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The Help Desk Audit: Blueprint for Success
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Help Desk Practitioner's Handbook
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Introduction to Help Desk Concepts and Skills
ASIN: 0135694507 |
Customer Reviews:
Best Available Software Technical Support Book.......2003-03-18
Strong coverage of Escalation, Service Design, Measuring & Metrics, Scheduling, Staffing, Kinds of Support, Surveying Clients, Workflow.
Weak/silent on Phone Skills, Call Monitoring, Time Management, Teamwork, Support Systems.
Support from the Ground Up.......2002-07-31
For all the importance of Call Centers, Help Desks and Support Networks, not much attention is given them in industry literature. It's almost as though these functions are an afterthought, as though the first support call might come in and someone would say, "Oh, yeah. We need someone to answer these, don't we?"
This book is the first I've seen that looks at the building of a Support Center from the ground up, from budgeting to staffing, to training and retention, support software to development and dissemination of updates. It does so logically, step by step, providing sound reasoning and justification on each page, even to the point of including a complex and reasonable metric for determining staffing levels.
I thought Tourniaire and Farrell fell somewhat short of giving the Support field a complete analysis, concentrating as they do on larger call centers rather than giving weight to the whole spectrum of support providers, like Internal Help Desks or smaller tech centers. Their initial thesis, on the Front Line/Back Line vs. One Hand models of support, is sound, but limited, giving no attention to the possible hybrids or any other models of support center. On the other hand, their description of the call completion cycle is thorough and unlike any I've seen. I also like the idea of writing a "Support Agreement" for one's clients, so everyone knows up front what is and is not covered.
Overall, this is a very fine book and I would recommend it to Support professionals, especially to anyone just starting a new Call Center. Better to have all the info to start than to try and switch focus after ramping up.
Great for Call Centers and Internal IT Tier-2.......2001-03-29
This book is aimed at software product support specialists working for software vendors, but is also applicable to internal IT tier-2 support specialists (application support analysts). Some of the information contained in this book will give internal IT help desks ideas on customer satisfaction, support models and help desk management. However, this is not the book's primary audience.
My review is from the viewpoint of an IT service delivery specialist. Product support specialists will have a different, but loosely related, set of requirements.
The theme of this book is achieving customer satisfaction. This surfaces early in the book and recurs throughout. Since customer satisfaction is the foundation of support, regardless of from whom of where it is delivered, I found this to be one of the highlights of the book.
Call management models outlined by the authors were valuable to me, and I found myself writing notes in the margins and highlighting paragraphs. I skimmed call management implementation because it is outside of the scope of my speciality, but did note that this information would be of interest by anyone who is setting up an internal IT help desk. It goes without saying that this material will be of keen interest to product support organizations that are setting up a call center. One nice touch here is the advice on disaster recovery planning - this is too often overlooked by all organizations and showed the attention to detail that the authors gave when writing this book.
The discussions on packaging support programs and product call center support organizations gave me insights into the challenges faced by software vendors. These insights have armed me with information from which to craft an approach to effectively deal with vendors who are typically at tier-3 from an internal IT point of view. Another section that I found particularly useful covered managing software bugs and code fixes. This material is directly applicable to internal IT tier-2 support, regardless of whether they are dealing with internal developers or outside vendors. There are some gaps here, though. For example, I would have liked a discussion on configuration control boards, prioritization of fixes and enhancements, and configuration and change management. These subjects are important to software vendor product support organizations and internal IT tier-2 folks.
This book also provides sound advice on selecting, justifying and implementing call center tools. Some of these tools are specific to product support call centers (and to an extent, internal IT help desks), such as phone systems and knowledge bases. Other tools, such as bug tracking and problem reproduction environments, are useful to IT tier-2 specialists as they are to call centers.
I found some of the appendices to be especially valuable: Appendix C, determining staff levels, and D, creating and justifying a support center budget, were excellent reading that added to my own professional knowledge.
Overall this is a valuable book that has multiple audiences. Aside from the gaps I mentioned above, I think this book needs to be updated to reflect the growing requirement for e-support. While I was tempted to give 4 stars based on the noted shortcomings, this book is so thorough and rich with ideas and advice that it deserves 5 stars. I only hope that the authors update this book with a second edition that addresses current realities of software support.
Loaded with info but makes a few incorrect assumptions.......2000-08-19
Tourniaire and Farrell do an **excellent** job of discussing the various aspects of software support. However, they make many assumptions that every company functions the exact same way. Coming from the support department of a major software vendor, most of what they talk about is geared to that business. Therefore, a great deal of what they say does not apply to internal help desks.
Having both been on the phones and managed software hotlines **and** internal help desks for the past 15 years, I know there is no one way to run a hotline/help desk that applies in every case. You need to take the information they provide and weigh it against your own experiences and the way your company works in order to get the best out of the book. However, the book does address the pros and cons of various approaches which is more than many other books do.
What is missing is a more detailed treatment of call management (the actual work on the phone) and not problem management (the handling of the customer's problem). Therefore, check out Call Center Management on Fast Forward, by Brad Cleveland.
If the book had been more open to the possibility that not all companies are the same, I would have given it the full five stars. However, this is still one of the very best books on the market and I would still recommend this book highly.
This is the Software Support Bible.......1999-06-01
This is not a paid commercial. I do not know or have any affiliation to the authors or publisher. This is the complete book for Software Support. Regardless if you are running a small, medium or large size call centers the fundamental structure and operation is the same. This book is the Software Support Bible. I have read most of the books on support and this one is the best. The authors (Francoise Tourniaire and Richard Farrell) are to the support field, what Yoda is to the force. Ok.. That's the only analogy that comes to mind. Well anyway you get the point. You won't be disappointed. Hats of to the Editor (Eileen Clark).
Book Description
Going above and beyond the new DOT curriculum, this book offers a high level–yet practical–approach to the assessment, diagnosis and treatment of the full range of adult medical emergencies. Each well-illustrated chapter discusses realistic methods that a seasoned EMS practitioner would use–moving from assessment-based procedures with initial management of the threats, to field diagnosis and management of treatable underlying causes. Includes real-world case studies. Assumes a familiarity with anatomy, physiology, and pathophysiology, and an overall understanding of the nature of medical emergencies.
Assessment of the Medical Patient. Airway Management, Ventilation, and Oxygenation Therapy. IV Access and Medication Administration. Hypoperfusion (Shock). Dyspnea. Chest Pain. Altered Mental Status. Acute Abdominal Pain. Gastrointestinal Bleeding. Seizures and Seizure Disorders. Syncope. Headache, Nausea, and Vomiting. Case Studies.
For EMTs, paramedics, nurses, and others involved in emergency medical care.
Book Description
As the required textbook for NAEMT's worldwide prehospital trauma life support courses, Prehospital Trauma Life Support (PHTLS) is the definitive resource for learning basic and advanced prehospital trauma skills and concepts. Now revised and expanded to cover all aspects of military prehospital trauma with twelve new chapters, the Military Edition is the ultimate trauma text for the military! Tailored expressly for the military, this book contains nine military medicine chapters written by the Committee on Tactical Combat Casualty Carethe leading body that oversees trauma care. The Instructor's Resource Manual with CD-ROM is available for certified PHTLS instructors ONLY. It can be ordered through MosbyJems, but customers must first obtain an access code from the National PHTLS office at 1-800-94-PHTLS or 1-601-924-7744. Individuals may also call the above numbers for information on How to Become a PHTLS Instructor.
Book Description
This book contains the most widely used definition of mental retardation in the U.S. and is based on 10 years of use and research by a panel of 11 international experts.
What is mental retardation? How is it diagnosed? Can IQ scores alone determine if a person has mental retardation? What is the cut-off IQ score when deciding whether a person has mental retardation? Since the U.S. Supreme Court ruled to ban execution of persons with mental retardation on June 22, 2002, states and courts grapple with these tough questions and more.
The 10th edition lays out a complete system of diagnosing mental retardation, easily understood by practitioners, public officials, and even families. Further, the book also provides an in-depth analysis on how supports can help better the lives of persons with mental retardation.
Mental Retardation also comes with a workbook containing key terms, examples, a case study, and ready-to-use forms that make it easier for practitioners to understand and implement the definition.
Book Description
Are you overworked, unappreciated and under-resourced? This book understands you, and provides years and years of User Support experience packed into one volume. The 'How To' book that every IT department needs, it will help turn your helpdesk into a company asset. How to be successful at probably the most stressful job in IT
This book offers tools for measuring productivity and features ten key steps for successful support, while User Support successes and failures are revealed in true life case studies.
This book gives you techniques for:
*Justifying staff and other expenditure
* Gaining senior management support
* Getting the users on your side
* Running a motivated and productive team
* Designing and managing services and service levels
The second edition of this popular book brings updates to several of the author's ideas, strategies and techniques with new material on:
* Customer Relationship Management - definition and the role of the helpdesk
* E-Support and the Internet
* Contrasting the Call Center and the Helpdesk
* first, second and third line support
* Operational Level Agreements
* Strategies for backlog management
* Telephone technologies in user support
In addition there is:
* A new Template for a Service Level Agreement
* An Improved cost justification model for the Internal Helpdesk
* A New cost justification model for the External Helpdesk
New topics include:
- Lines of support
- The rise of the call center
- Knowledge bases
- The Intranet
- The Internet
- The external helpdesk
- Backlog management
- Industry standards
- Calculating headcountReflects technological advancements in software and the Internet
Covers new ways of working: teleworking; virtual offices; keeping staff and customers connected through corporate networks from remote locations.
Customer Reviews:
I don't care about his writing style.......2006-04-19
I was incharge of starting up a new help desk. This book was definitely the wrong book for that. I thought it was going to be more basic, foundational level instructions.
I guess it was not what I was looking for...
Books:
- Pilgrim Stories: On and Off the Road to Santiago, Journeys Along an Ancient Way in Modern Spain
- Plot & Structure: (Techniques And Exercises For Crafting A Plot That Grips Readers From Start To Finish) (Write Great Fiction)
- Reading Like a Writer: A Guide for People Who Love Books and for Those Who Want to Write Them
- Robert's Rules of Order Newly Revised in Brief (Roberts Rules of Order (in Brief))
- Rules for Writers
- Sam Walton: Made In America
- Spanish the Easy Way (Easy Way Series)
- Speak English Like an American (Book & Audio CD set)
- Sydney (Eyewitness Travel Guides)
- Tanzania (Lonely Planet Tanzania)
Books Index
Books Home
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- Ulysses S. Grant : Memoirs and Selected Letters : Personal Memoirs of U.S. Grant / Selected Letters,
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- The Infolocus Manifesto
- The Sims 2: Open for Business
- True North: Discover Your Authentic Leadership
- Theories of Everything: Selected, Collected, and Health-Inspected Cartoons, 1978-2006
- College Accounting Chapters 1-10 with Study Guide
- The Seven Cultures of Capitalism
- The Queen's Bastard: A Novel
Essentials of Paramedic Care (2nd Edition)
Advanced Medical Life Support (3rd Edition)
Basic Arrhythmias (6th Edition)
Prehospital Emergency Pharmacology (6th Edition)
PALS Provider Manual and Course Guide Bundle
