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The Art of Software Support

The Art of Software Support
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  • List Price: $36.40
  • Buy New: $19.30
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  • Seller:mbassani
  • Sales Rank:2,296,796
  • Format:Facsimile
  • Languages:English (Published), English (Original Language), English (Unknown)
  • Media:Paperback
  • Number Of Items:1
  • Edition:1
  • Pages:352
  • Shipping Weight (lbs):1.27
  • Dimensions (in):6.9 x 0.9 x 9
  • Publication Date:November 8, 1996
  • MPN:Illustrations
  • ISBN:0135694507
  • EAN:9780135694503
  • ASIN:0135694507
Availability:Usually ships in 1-2 business days

Editorial Reviews:

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.

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