The Art of Software Support: Design and Operation of Suport Centers and Help Desks

4 avg rating
( 9 ratings by GoodReads )
 
9780135694503: The Art of Software Support: Design and Operation of Suport Centers and Help Desks

A hands-on practical guide to the design and operation of software support centers and help desks.

"synopsis" may belong to another edition of this title.

From the Back Cover:


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 organization—and 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:

  • Choosing and implementing the call management model that's right for your organization.
  • Selecting tools—including phone systems, fax systems, knowledge bases, customer tracking applications, and other software.
  • Measuring support center performance.
  • Packaging support programs that can make your organization a profit center.

Learn when to outsource—and 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:

  • A sample user's guide.
  • Call resolution checklists.
  • Worksheets for determining staffing levels and justifying budgets.

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 people—and 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.

About the Author:

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.

"About this title" may belong to another edition of this title.

Top Search Results from the AbeBooks Marketplace

1.

Tourniaire, Francoise; Farrell, Richard
Published by Prentice Hall
ISBN 10: 0135694507 ISBN 13: 9780135694503
New PAPERBACK Quantity Available: 1
Seller
Your Online Bookstore
(Houston, TX, U.S.A.)
Rating
[?]

Book Description Prentice Hall. PAPERBACK. Book Condition: New. 0135694507 Ships promptly from Texas. Bookseller Inventory # GHT5566YLVW060416H0080

More Information About This Seller | Ask Bookseller a Question

Buy New
7.96
Convert Currency

Add to Basket

Shipping: FREE
Within U.S.A.
Destination, Rates & Speeds

2.

Francoise Tourniaire, Richard Farrell
Published by Prentice Hall (1996)
ISBN 10: 0135694507 ISBN 13: 9780135694503
New Paperback Quantity Available: 1
Seller
pickabook
(san francisco, CA, U.S.A.)
Rating
[?]

Book Description Prentice Hall, 1996. Paperback. Book Condition: New. Bookseller Inventory # mon0000138782

More Information About This Seller | Ask Bookseller a Question

Buy New
5.07
Convert Currency

Add to Basket

Shipping: 4.02
Within U.S.A.
Destination, Rates & Speeds

3.

Francoise Tourniaire and Richard Farrell
ISBN 10: 0135694507 ISBN 13: 9780135694503
New Quantity Available: 1
Seller
Castle Rock
(Pittsford, NY, U.S.A.)
Rating
[?]

Book Description Book Condition: Brand New. Book Condition: Brand New. Bookseller Inventory # 97801356945031.0

More Information About This Seller | Ask Bookseller a Question

Buy New
13.94
Convert Currency

Add to Basket

Shipping: 3.21
Within U.S.A.
Destination, Rates & Speeds

4.

Francoise Tourniaire; Richard Farrell
Published by Prentice Hall (1996)
ISBN 10: 0135694507 ISBN 13: 9780135694503
New Paperback Quantity Available: 1
Seller
Irish Booksellers
(Rumford, ME, U.S.A.)
Rating
[?]

Book Description Prentice Hall, 1996. Paperback. Book Condition: New. book. Bookseller Inventory # 0135694507

More Information About This Seller | Ask Bookseller a Question

Buy New
27.20
Convert Currency

Add to Basket

Shipping: FREE
Within U.S.A.
Destination, Rates & Speeds

5.

Tourniaire, Francoise, Farrell, Richard
Published by Prentice Hall (1996)
ISBN 10: 0135694507 ISBN 13: 9780135694503
New Paperback Quantity Available: 2
Seller
Murray Media
(North Miami Beach, FL, U.S.A.)
Rating
[?]

Book Description Prentice Hall, 1996. Paperback. Book Condition: New. Bookseller Inventory # P110135694507

More Information About This Seller | Ask Bookseller a Question

Buy New
27.82
Convert Currency

Add to Basket

Shipping: 2.41
Within U.S.A.
Destination, Rates & Speeds

6.

Francoise Tourniaire, Richard Farrell
Published by Pearson Education (US), United States (1996)
ISBN 10: 0135694507 ISBN 13: 9780135694503
New Paperback Quantity Available: 10
Print on Demand
Seller
The Book Depository
(London, United Kingdom)
Rating
[?]

Book Description Pearson Education (US), United States, 1996. Paperback. Book Condition: New. Facsimile. 234 x 174 mm. Language: English Brand New Book ***** Print on Demand *****.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 organization--and 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: *Choosing and implementing the call management model that s right for your organization. *Selecting tools--including phone systems, fax systems, knowledge bases, customer tracking applications, and other software. *Measuring support center performance. *Packaging support programs that can make your organization a profit center. Learn when to outsource--and 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: *A sample user s guide. *Call resolution checklists. *Worksheets for determining staffing levels and justifying budgets. 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 people--and 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. Bookseller Inventory # AAV9780135694503

More Information About This Seller | Ask Bookseller a Question

Buy New
37.81
Convert Currency

Add to Basket

Shipping: FREE
From United Kingdom to U.S.A.
Destination, Rates & Speeds

7.

Francoise Tourniaire, Richard Farrell
Published by Pearson Education (US), United States (1996)
ISBN 10: 0135694507 ISBN 13: 9780135694503
New Paperback Quantity Available: 10
Print on Demand
Seller
The Book Depository US
(London, United Kingdom)
Rating
[?]

Book Description Pearson Education (US), United States, 1996. Paperback. Book Condition: New. Facsimile. 234 x 174 mm. Language: English . Brand New Book ***** Print on Demand *****. 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 organization--and 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: *Choosing and implementing the call management model that s right for your organization. *Selecting tools--including phone systems, fax systems, knowledge bases, customer tracking applications, and other software. *Measuring support center performance. *Packaging support programs that can make your organization a profit center. Learn when to outsource--and 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: *A sample user s guide. *Call resolution checklists. *Worksheets for determining staffing levels and justifying budgets. 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 people--and 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. Bookseller Inventory # AAV9780135694503

More Information About This Seller | Ask Bookseller a Question

Buy New
39.40
Convert Currency

Add to Basket

Shipping: FREE
From United Kingdom to U.S.A.
Destination, Rates & Speeds

8.

Tourniaire, Francoise
Published by Prentice Hall (2016)
ISBN 10: 0135694507 ISBN 13: 9780135694503
New Paperback Quantity Available: 1
Print on Demand
Seller
Ria Christie Collections
(Uxbridge, United Kingdom)
Rating
[?]

Book Description Prentice Hall, 2016. Paperback. Book Condition: New. PRINT ON DEMAND Book; New; Publication Year 2016; Not Signed; Fast Shipping from the UK. No. book. Bookseller Inventory # ria9780135694503_lsuk

More Information About This Seller | Ask Bookseller a Question

Buy New
37.87
Convert Currency

Add to Basket

Shipping: 3.34
From United Kingdom to U.S.A.
Destination, Rates & Speeds

9.

Francoise Tourniaire
Published by Pearson Education (1996)
ISBN 10: 0135694507 ISBN 13: 9780135694503
New Quantity Available: > 20
Print on Demand
Seller
Books2Anywhere
(Fairford, GLOS, United Kingdom)
Rating
[?]

Book Description Pearson Education, 1996. PAP. Book Condition: New. New Book. Delivered from our UK warehouse in 3 to 5 business days. THIS BOOK IS PRINTED ON DEMAND. Established seller since 2000. Bookseller Inventory # LQ-9780135694503

More Information About This Seller | Ask Bookseller a Question

Buy New
32.40
Convert Currency

Add to Basket

Shipping: 9
From United Kingdom to U.S.A.
Destination, Rates & Speeds

10.

Francoise Tourniaire/ Richard Farrell
Published by Prentice Hall (1996)
ISBN 10: 0135694507 ISBN 13: 9780135694503
New Paperback Quantity Available: 1
Seller
Revaluation Books
(Exeter, United Kingdom)
Rating
[?]

Book Description Prentice Hall, 1996. Paperback. Book Condition: Brand New. facsimile edition. 336 pages. 9.75x7.25x1.25 inches. In Stock. Bookseller Inventory # zk0135694507

More Information About This Seller | Ask Bookseller a Question

Buy New
56.59
Convert Currency

Add to Basket

Shipping: 6
From United Kingdom to U.S.A.
Destination, Rates & Speeds