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Issue of August 2003 
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The dream help desk

Title: Building and managing a world class IT Help Desk
Author: Bob Wooten
Publisher: Tata McGraw-Hill publishing
Pages: 583

Almost every enterprise these days has a help desk. But, when the question arises as to how good your service levels and efficiency are, not many make the grade. This is where Bob Wooten's book on setting up and managing IT Help desks can help you out.

Every aspect associated with IT help desks has been covered in detail. Another plus point of the book is that simple language is used to explain the concepts.

Topics dealt with range right from setting up a help desk to trouble shooting. Basics such as identifying the drivers, defining help desk processes, budgeting, and staffing have been simply and effectively illustrated. Part three of the book deals with team management issues which is critical for every IT help desk head. This part tackles issues such as preventing employee burnout, measuring/ promoting help desks, etc.

The book concludes with sections on troubleshooting and future planning issues. This is a must have if you plan to set up or manage an IT help desk.

Wireless Orienteering

Title: Convergence architecture between GPS (Global Positioning Systems) and positioning in mobile networks: Creating location services for wireless web
Author: Johan Hjelm
Publisher: Wiley-Dreamtech India
Pages: 431
Price: Rs 399/-

Location based services can revolutionize services like information services, cargo tracking, navigation services, etc. This book will provide you with the basics of how these services work.

The book explains how the standards, architectures, and operation of these services possible. It also covers the convergence between GPS (Global Positioning Systems) and positioning in the mobile network. Although it covers the basics of how these technologies work, it is not a coder's textbook.

The first three chapters lay stress on the general aspects of location dependent services. Other topics covered include APIs, protocols, application server, databases for search, user interfaces, use of maps for user interfaces, etc.

Internet Humour

The end of the world
God was fed up seeing the chaos on the Earth. In a crash of thunder He yanked three influential men up to Heaven: Bill Clinton, Boris Yeltsin, and Bill Gates.

"The human race has been a complete disappointment & that's it now!!" God boomed. "You three are influential men on the earth and you have one week to prepare your people for the END OF THE WORLD!" With another crash of thunder they found themselves back on Earth.

Clinton immediately called his cabinet. "I have good news and bad news," he announced grimly. "The good news is that there is a God. The bad news is that He's really mad and plans to end the world in a week!!"

In Russia, Yeltsin announced to parliament, "Comrades, I have bad news and worse news. The bad news is that we were wrong; there IS a God after all. The worse news is that He's mad and is going to end the world in a week!!"

Meanwhile, Bill Gates called a meeting of his top engineers. "I have good news and better news. The good news is that God considers me one of the three most influential men on Earth!!" he beamed. "The better news is that we don't have to fix WINDOWS 98!!!"


The heaviest element known to science is Managerium. This element has no protons or electrons, but has a nucleus composed of 1 neutron, 2 vice-neutrons, 5 junior vice-neutrons, 25 assistant vice-neutrons, and 125 junior assistant vice-neutrons all going round in circles. Managerium has a half-life of one year, at which time it does not decay but institutes a series of reviews leading to reorganization.

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