The Art of Software Support
The practical, end-to-end guide to designing and operating help desks and software support centers. This book compiles detailed, practical recommendations for structuring and operating a support organization. It will be invaluable to managers whether they are building a support organization from scratch, or seeking to improve an existing operation. Learn all the major principles of designing a customer-focused support operation. There is comprehensive coverage of call management models and implementation, and techniques for measuring support center performance. Readers learn how to develop the right support structure and support programs for their organization, and when and whether to outsource. The book includes an insightful discussion of how to manage technical support staff effectively. Other topics include: how to manage the resolution of software bugs, compare tools for software support, and involve users in the development process. The book includes a sample user's guide, checklists for resolving calls, determining staffing levels, and cost-justifying a support center budget. For managers, executives and support engineers involved in software support.