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ASPonline.com
> Resources
> Management |
Management
REPORTS
Management Performance Benchmarks
Relative importance rankings for ten areas of management
performance.
Tech Support Reporting Channels
(2005)
Prevailing org chart models for support organizations.
Doing More With Less
(2003)
Advice from support managers and other experts on how to
improve efficiency and cut costs.
EXPERTS
 Indicates
complimentary Open House hours
Mikael
Blaisdell, principal, Mikael Blaisdell &
Associates
George
Dale, CEO, The BCT Group (Business,
Communities & Technologies Group)
Rick
Kilton, principal, RWK Enterprises
Darci
Moore, partner, Adroit Consulting
Tom
Sweeney and Ladd Bodem,
principals, ServiceXRG
Colin
Taylor, president & CEO, The Taylor Reach
Group
Haim
Toeg, principal, Toeg Consulting
Jeanne
Urich, management consultant, Jurich.biz
Phil
Verghis, President, The Verghis Group
LIBRARY
Killer KPIs for Professional Services
(Jeanne Urich)
The numbers you should track to sell professional services
successfully.
Why
Can't You Tell Me What to Measure?
(Cinda Daly)
Interview: John Custy offers advice on how to use benchmark
data.
Timberline's Turnaround
Tactics
An inside look at how a dysfunctional support group got back
on track.
Tech Support Teamwork
(John Gniadek)
Six tested methods for creating a more tightly-knit support
team.
How to Motivate Middle
Managers (Mia Melanson)
Managers need a supportive work environment as much as the
people they manage.
Management Tips from the
Experts (ASP)
Practical and non-textbook tips for improving productivity,
customer satisfaction, morale, team building, recruiting,
career development, budgeting and forecasting.
FORUM POSTINGS
Tracking Bug Fixes for
Customers
"When we send a bug report to our developers, they're supposed
to enter status information in our case management system so
we can send progress reports to our customers. Of course, most
of the time they 'forget' to update the system, so everyone
gets annoyed and my support team looks like we're not following
up. How can we fix this problem?"
USEFUL LINKS
[Under construction—recommendations welcome]
ITIL Community Forum
Web: www.itilcommunity.com/index.php.
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Spectacular Support Centers
Kristin Robertson
Click image for details.
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The Ultimate Customer Support Executive
Phil Verghis
Click image for details.
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S-Business
James A. Alexander and Mark W. Hordes
Click image for details.
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The Help Desk Audit
Julie L. Mohr
Click image for details.
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The Art of Software Support
Françoise Tourniaire and Richard Farrell
Click image for details.
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