Chapter 14
The IT Professional
Objectives
Upon completion of this chapter, you will be able to answer the following questions:
What is the relationship between good communication skills, troubleshooting, and professional behavior?
What are appropriate communication skills and professional behavior while working with a customer?
Why is professional behavior at work important?
What are good customer communications while on a call?
What are the differences between IT and business documentation?
How is change managed in an IT environment?
What are the measures taken by IT organizations to reduce the impact of unplanned outages or data loss?
What are the ethical and legal issues in the IT industry?
What are the procedures for dealing with inappropriate ...
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