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The Art of Software Support By Francoise Tourniaire, Richard Far
US $20.32
ApproximatelyS$ 26.12
Condition:
Very Good
A book that has been read but is in excellent condition. No obvious damage to the cover, with the dust jacket included for hard covers. No missing or damaged pages, no creases or tears, and no underlining/highlighting of text or writing in the margins. May be very minimal identifying marks on the inside cover. Very minimal wear and tear.
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Located in: MD, United States
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eBay item number:316593538844
Item specifics
- Condition
- Title
- The Art of Software Support
- ISBN
- 9780135694503
About this product
Product Identifiers
Publisher
Prentice Hall PTR
ISBN-10
0135694507
ISBN-13
9780135694503
eBay Product ID (ePID)
42583
Product Key Features
Number of Pages
352 Pages
Language
English
Publication Name
Art of Software Support : Design and Operation of Support Centers and Help Desks
Publication Year
1996
Subject
Industries / Computers & Information Technology, Software Development & Engineering / Quality Assurance & Testing
Type
Textbook
Subject Area
Computers, Business & Economics
Format
Trade Paperback
Dimensions
Item Height
1.1 in
Item Weight
31.4 Oz
Item Length
9.5 in
Item Width
7.3 in
Additional Product Features
Intended Audience
Scholarly & Professional
LCCN
96-032907
TitleLeading
The
Dewey Edition
20
Illustrated
Yes
Dewey Decimal
005.3/068/8
Table Of Content
1. Introduction. 2. Call Management Models. Achieving Customer Satisfaction. Call Flow Models. Other Call Management Considerations. Escalations. 3. Call Management Implementation. Hotline Support Basics. Phone Interface. Call Routing. Escalation Management. Non-phone Based Support. Disaster Recovery Planning. 4. Measuring Support Center Performance. Important Process Metrics. Customer Satisfaction. Analysis Metrics. 5. Packaging Support Programs. What is a support package and why create one? Defining Successful Support Packages. Pricing and Selling Support Packages. Sample Support Offerings. 6. Support Organization Structure. Do I need an organization dedicated to Support? Third-Party Support: Outsourcing. Reporting Structure. Do I need more than one Center? Internal Structure of the Support Group. 7. Managing Support People. Planning Support Staffing Needs. Hiring Support Staff. Managing Support Staff Performance. Retaining Support Staff. Managing Morale. 8. Managing Software Bugs and Code Fixes. Definitions and Models for Bug Fixing. Bug Fixing Process. Fixes for Third-Party Products. 9. Tools for Software-Support. Choosing, Justifying, and Implementing Tools. Phone System. Fax System. Call Tracking System. Bug Tracking System. Knowledge Base System. Proactive Customer Communication Systems. Customer Tracking System. Problem Reproduction Environment. Call Center Management Applications. Facilities. 10. New Product Planning. Planning for New Products. Training for New Products. Testing for New Products. Appendix A. Sample User's Guide. Appendix B. Call Resolution Overview. Framing the Call. Problem Solving. Creative Brainstorming. Checking Satisfaction. Appendix C. Determining Staffing Levels. Deriving a Staffing Level Knowing the Service Target. Deriving a Service Level from the Staffing Level. Effect of Call Length on Service Level. Theoretical Proof of "Big is beautiful". Appendix D. Creating and Justifying a Support Center Budget. Justifying a Support Center Budget. Building a Support Center Budget. Bibliography. Index.
Synopsis
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.
LC Classification Number
QA76.76.S66T68 1997
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VAT number: GB 724498118
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- i***i (5334)- Feedback left by buyer.Past monthVerified purchaseExcellent in all areas, thank you.
- u***r (28)- Feedback left by buyer.Past monthVerified purchaseIn great condition.
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Popular categories from this store
Seller feedback (544,858)
- i***i (5334)- Feedback left by buyer.Past monthVerified purchaseExcellent in all areas, thank you.
- u***r (28)- Feedback left by buyer.Past monthVerified purchaseIn great condition.
- o***o (10168)- Feedback left by buyer.Past monthVerified purchaseNice item as described fast safe shipping