Library

Our chapter also has started a small lending library.  If you would like to check out a book, please email our Librarian at board@rockymountainhdi.com or speak with any of the board members when you attend a local chapter meeting.  Our lending practice is for books to be checked out for 30 days (obtained generally at a program meeting and then returned at a program meeting).

We also accept donations of slightly used books to add to our library.  If you’re cleaning out your bookshelf and have a book you’d like to donate, please contact board@rockymountainhdi.com.

A list of publications currently available for checkout:

Title Authors Publisher
2008 Practices and Salary Survey HDI
A Guide to Help Desk Concepts (out to Brenda McCoy) Knapp, Donna Course Technology
Collective Wisdom: Transforming Support with Knowledge Tournaire and Kay
Focus Series:  Revolutionizing Support Staff Training: One company’s strategy Weiss-Morris, Loretta HDI
Focus Series: Building Bridges – Using Thinking Styles to Facilitate Communication Scuderi & Svendsen HDI
Focus Series: Certification Issues for Technical Support Professionals Barrow and Rhoades-Baum HDI
Focus Series: Disaster Recovery for the Help Desk Jim McKennan HDI
Focus Series: Get the Point: How to write policies, procedures and tasks for Help Desks & Customer Support Centers out to Brenda McCoy Ben Brigham HDI
Focus Series: How to Establish and Maintain Service Level Agreements – out to Joe Hackney Char LaBounty HDI
Focus Series: How to Select and Use Outsource Services for your Help Desk Dr Lance Eliot HDI
Focus Series: Knowledge Management Farver, Joslin, LaBounty HDI
Focus Series: Optimizing Stress in the Support Center Rebecca Nordeman HDI
Focus Series: The Impact of the Sarbanes-Oxley Act of 2002 on the IT Service and Support Professions – out to Joe Hackney Libbey and Last HDI
Focus Series: The Knowledge Management Maturity Model Richard Joslin HDI
Focus Series: The Support Center in 2011: A Report on the Future Trends Facing the Support Industry HDI
Focus Series:Understanding Customer Competence Levels George Spalding HDI
GO Put Your Strengths to Work: 6 Powerful Steps to Achieve Outstanding Performance Buckingham, Marcus Free Press
Good to Great – checked out to Robin Veit
How to Succeed in Business without Working so Damn Hard (Rethinking the Rules, Rethinking the Game) Kriegel, Robert Warner Books
IT Service Management Pocket Guide  (v2) ITSMF ITSMF
My Life; Ignored! Rich Hard
Quick Reference Guide to MS SQL Server 2005 Robert Half
Sacred Cows Make the Best Burgers Kriegel and Brandt Warner Books
Service and Support Handbook HDI HDI
The 7 Habits of Highly Effective People (4 cassette tapes) Covey, Stephen Franklin Covey
The Cookie Thief Weisler, Kirk Team Dynamics
The Dog Poop Initiative Weisler, Kirk Team Dynamics
The Metrics Reference Guide (to the Balanced Scorecard Service Model) HDI HDI
The Visible Ops Handbook: Implementing ITIL in 4 Practical and Auditable Steps Behr, Kim and Spafford IT Process Institute

 

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