Rich Schiesser - IT systems management

IT Systems Management, Second Edition, is one of those definitive books that will serve as the foundation for a whole new breed of IT professionals. Apart from the innovative content, instructors and students will appreciate the added features such as revision questions and answers per chapter, additional reading suggestions, and real-life experiences. The supporting material for instructors makes it quick and easy to develop courses for IT Systems Management.

Prof. Les Labuschagne Director: School of Computing University of South Africa (UNISA)

In Richs second edition of IT Systems Management, he has built a true bridge between academia and todays IT professional working in a highly complex, ever changing environment. Now both student and practitioner have a common play-book available to guide us through the 21st century technology landscape. I strongly recommend this book as mandatory reading, whether on the front lines of support or for the senior executive working on navigating a long-term strategy for an organization.

Mike Marshall Director, MMT Production Service Association of Retired Persons (AARP)

Managing IT infrastructures has always been a complex undertaking and most managers had to learn its ins and outs through experience. Rich Schiessers IT Systems Management text offers a much more humane approach in that one can gain the breath of exposure to the topic without suffering the negative consequences resulting from knowledge gaps. This text offers insights into this topic that only someone who had been intimately involved over a long period of time could provide. Students and technical managers alike can profit from this treatise. I highly recommend this as a source book for academic courses in this area. It has too long been an ignored topic.

Dr. Gary L. Richardson Program Coordinator Graduate Technology Project Management Program University of Houston

The 2nd edition of IT Systems Management uses a managerial approach to handling IT systems. The techniques described in the book are appropriate for professionals in the Telephony and Information technology industries. Schiesser offers in-depth looks at processes and procedures, and provides how to approaches to customer service and systems support issues. The book is an excellent reference manual for practitioners who manage enterprise or carrier-class infrastructures. I have used Schiessers 1st and 2nd edition books in my in-person, mixed-mode, and on-line courses, and the materials and discussion questions included at the end of each chapter were well received by the students.

Robert Chow Adjunct Professor School of Business, Professional Studies, and On-line education University of San Francisco Golden Gate University University of Phoenix - Online

In IT Systems Management, Second Edition, Rich Schiesser has done an exceptional job of compiling a wealth of information that is both comprehensive for the serious student and useful for the field practitioner. In addition to dozens of illustrative practical examples, many of his treatments of subjects such as executive support, staffing, customer service, and business continuity illuminate important principles that also apply to general business management. As both a former IT management instructor and systems manager, I would use the book as core material in either setting.

Michael E. Anzis, CBCP Former CIO - Mazda North America Operations and Emulex Corp. M.S. Business Information Systems, UCLA Anderson School of Management Director, Global Business Continuity, Ingram Micro, Inc.

IT Systems Management is an excellent resource for understanding the real technology environment in todays connected organization. Schiessers emphasis on people first, followed by processes then technology, lays the groundwork for learning how IT should be managed. Topical questions at the end of each chapter make this an ideal teaching tool for Instructors and a valuable learning experience for students who want to learn from a seasoned IT professional. I recommend IT Systems Management for both the classroom and as a reference book for practitioners.

David Reavis, CPP, Ph.D. Assistant Professor of MIS College of Business Texas A&M University Texarkana

One of the characteristics that make any IT management reference book so valuable in industry is its ability to transform widely-accepted best practices into real-life applications. Rich Schiessers new version of his best-selling IT Systems Management displays this ability in many ways. From updating technical areas such as ITIL and VoIP, to illuminating managerial challenges involving ethics, governance, and legislation, Schiesser deftly clarifies a variety of key issues that are of interest to both students and practitioners alike. This should be on the bookshelf of anyone seeking effective management of IT infrastructures.

Jeffery L Rohloff IT Manager Clark County Detention Services

There can be little disagreement about the impact that IT has had on our organizations, but getting value from these complex investments while managing the costs of delivery is a challenge for any IT professional. Rich Schiessers IT Systems Management provides both the big-picture view and the essential elements of managing the people, processes, and technologies that make up world-class information systems. This book is destined to become both a well-used desk reference for seasoned IT veterans and an important textbook for soon-to-be IT professionals.

Dennis Adams, PhD Decision and Information Sciences Bauer College of Business University of Houston

Change is, somewhat ironically, the only constant in the management of an IT infrastructure and the capabilities it enables. Companies and organizations are tasked with providing continuous service in an environment of continuous change. Over the years I have seen Rich apply his expertise of infrastructure processes in a number of capacities, and its all captured in IT Systems Management. Richs proven approach of People, Process, and Technology will give the reader, whether they are an IT leader, manager, technician or student, insight on how to excel in managing the seemingly juxtaposed interests of availability and change.

Mark Galligan IT Director Pacific Life Insurance Company

This book can be used effectively by educators and practitioners alike. It follows sound academic principles with questions and selected answers included in each chapter. Additional reading references enhance the wealth of information provided, and extensive use of real-life scenarios and case studies clarify issues and problems. A new chapter on Ethics and Legislation explores these issues now topical in IT. Various chapters have been revised to address new technologies and trends, such as outsourcing, within the IT industry. It is a well structured book focusing on the three main components of IT Management, i.e. People, Processes, and Technology.

Dr. Carl Marnewick Head, Dept of Business IT University of Johannesburg, South Africa

The new edition of IT Systems Management is current, understandable and practical. It serves well as both a practical workplace reference and as a classroom textbook, and provides electronic materials for formal instruction. Also included are a large variety of real-life examples, definitions of key terminology, and end-of-chapter materials that test and enhance comprehension. Richs book delivers business value, which is what IT is all about these days, by enabling thousands of current and future IT professionals to make better decisions, take better actions, and deliver better results in managing IT infrastructures.