L. J. Haworth

Helpful votes received on reviews: 93% (26 of 28)
Location: West Yorkshire, UK

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Top Reviewer Ranking: 3,533,892 - Total Helpful Votes: 26 of 28
A Pragmatic Guide to Business Process Modelling by Jon Holt
1 of 1 people found the following review helpful
I've just bought this book having recently taken & passed my FCBA exam with the BCS. Within an hour of reading the first chapters, I have increased my understanding tonight of modelling techniques from where the BCS text "Business Analysis" leaves off.
With the latter text, I feel that I 'know what I don't know" whereas with the 'Pragmatic' text I now feel I'm starting to become 'competent'.
I am a Service Desk Manager by trade who (like many IT Managers) are starting to realise the benefits of business analysis techniques. To a not particularly techy individual, the text is understandable, clear and is as 'pragmatic' as it says on the tin.
I also have other BCS texts by this… Read more
ITIL Practitioner Agree and Define (IPAD) All-in-o&hellip by Ivanka Menken
1 of 1 people found the following review helpful
ITIL Practitioner Agree and Define (IPAD) All-in-one SLA Exam Guide and Certification Work Book; Define, Implement, Manage and Review Service Level Agreements ... Level Management and Financial Management

I bought this book to help me prepare for an ITIL Service Level Management Practitioner exam for a different syllabus. It was fairly helpful in that regard but I'll admit I was a tiny bit let down with the presentation quality. The book consists of powerpoint-type presentation slides which are quite small (although well explained) and looks to be the coursebook for a training course.

The practice exam at the… Read more
Building & Managing a World Class It Help Desk by Bob Wooten
Building and Running a World Class IT Help Desk

As a Helpdesk/Service Desk and ITSM trainer I couldn't recommend this book enough. Reading it from left to right it talks you through the hands-on practicalities of building an effective Service Desk with the best bits being the end of chapter checklists you can use and set objectives with. I love stuff like that that you can actually use.

The book compliments the Service Desk Institite (SDI) - formerly Helpdesk Institute 'best practice' materials for those Helpdesk Managers looking to improve process maturity down that certification route.
If you can live… Read more

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