SupportIndustry.com - Required Reading

Financial Intelligence for IT Professionals by Karen Berman, Joe Knight, John Case

As an IT manager, you're expected to make key decisions and recommend major investments. And that means understanding your decisions' financial impact on your company. But if you're like many information technology practitioners, you may feel uncomfortable incorporating the financials into your day-to-day work.

Using the groundbreaking formula they introduced in their book Financial Intelligence: A Manager's Guide to Knowing What the Numbers Really Mean, Karen Berman and Joe Knight present the essentials of finance specifically for IT experts.

[More About This Book] Feb-21-2009

Adventures of an IT Leader by Robert D. Austin, Richard L. Nolan, Shannon O'Donnell

Becoming an effective IT manager presents a host of challenges--from anticipating emerging technology to managing relationships with vendors, employees, and other managers. A good IT manager must also be a strong business leader.

This book invites you to accompany new CIO Jim Barton to better understand the role of IT in your organization. You'll see Jim struggle through a challenging first year, handling (and fumbling) situations that, although fictional, are based on true events.

You can read this book from beginning to end, or treat is as a series of cases. You can also skip around to address your most pressing needs. You'll turn to this book many times as you face IT-related issues in your own career.

[More About This Book] Feb-14-2009

Growing Software: Proven Strategies for Managing Software Engineers by Louis Testa

In small but growing software companies, the engineering manager is in the unique position of having to deal with the technical team and other senior managers, while at the same time taking direction from the CEO. Once the company begins to grow, problems that once seemed small can explode into time-consuming crises. Growing Software offers critical advice for managing software development teams and the software that they're creating. The book deals with almost everything that a typical manager encounters-from personnel decisions and relations with other departments to project estimates and software release strategies. It provides general advice and specific solutions, as well as detailed templates and spreadsheets to help you put concepts into action. Whether you're new or newly lost, Growing Software gives you the rules to follow to make your experience a success.

[More About This Book] Feb-08-2009

Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation by Robert Bacal

Every manager and employee has heard the phrase "The customer is always right." But let's face it. Sometimes the customer is misinformed or confused--or just downright difficult to deal with. Even so, customer service is the single most important key to success in today's highly competitive marketplace. Perfect Phrases for Customer Service provides perfect solutions for everyday customer service situations--and includes simple, effective techniques that can help you meet even the most demanding customer needs. It's a complete service-training program in one handy guide.

[More About This Book] Feb-01-2009

Greening Your Business: The Hands-On Guide to Creating a Successful and Sustainable Business by Daniel Sitarz

In the next few years, energy and carbon restraints will affect every small and medium-sized business owner. This hands-on guide shows entrepreneurs how to save energy, materials, and money by reducing their businesses' impact on the Earth. Unlike any other similar books, this book provides a step-by-step and hands-on approach to analyzing any businesses' operations and developing detailed plans to make those operations much more efficient and energy conscious while increasing the bottom line.

[More About This Book] Jan-25-2009

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