Author : Francoise Tourniaire,Richard Farrell Screen Reader : Supported Works with : Source : Status : Available | Last checked: 3 Hour ago! Size : 48,104 KB |
Includes detailed, practical recommendations for structuring and operating a support organization. This book will be invaluable to managers whether they are building a support organization from scratch, or seeking to improve an existing operation.Covers all the major principles of designing a customer-focused support operation. Describes call management models and implementation. Presents techniques for measuring support center performance. Shows how to develop the right support structure and support programs for your organization. Considers the role of outsourcing. Discusses how to manage support people -- and manage the resolution of software bugs. Compares tools for software support. Shows how to involve the support organization in new product planning, training and testing. Includes sample user's guide, checklists for resolving calls, determining staffing levels, and cost-justifying a support center budget.Managers, executives and support engineers involved in software support.
56945-9
The first complete, real-world guide to building and running help desks and software support centers.
Quality software support is now a fundamental differentiator in satisfying both your external and internal customers. And in today's high-pressure, heterogeneous computing environments, it's more difficult to deliver quality support than ever before.
The Art of Software Support' gives you proven, best-in-class integrated tools and techniques for structuring and operating a customer-focused support organizationand for overcoming the crisis mentality that's so common in support organizations. Whether you're starting a software support or help desk organization, or seeking to improve the one you already have, you'll find invaluable guidance on:
Learn when to outsourceand when not to. And discover practical, easy-to-implement ideas for every stage of the software lifecycle, from new product planning and testing, to managing software bugs and fixes.The Art of Software Support also gives you time-and-money-saving tools you can use right now, including:
Perhaps most important, The Art of Software Support offers practical help with the tough challenge of supervising support people. You'll learn how to determine staffing levels, hire the right peopleand keep them, even in difficult times.
Whether you manage software support, or you're a support engineer working in the trenches,The Art of Software Support will dramatically enhance your effectiveness.
FRANCOISE TOURNIAIRE is Director of Technical Support at Sybase, Inc., a publisher of client/server and Internet software.
RICHARD FARRELL is Senior Manager of Technical Support at Sybase, Inc., a publisher of client/server and Internet software.