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Rating: 
Summary: Not worth the paper it's written on!
Review: This book is full of the standard practice of empty rhetoric penned by a starry-eyed academian. It totally lacks what real people do for real success. The author of this book has spent to much time "thinking" instead of "working". This is apparent in this book. Common sense has been replaced by technical jargon and the total lack of down-to-earth customer support. Save your time and money!!
Rating:
Summary: Not worth the paper it's written on!
Review: This book is full of the standard practice of empty rhetoric penned by a starry-eyed academian. It totally lacks what real people do for real success. The author of this book has spent to much time "thinking" instead of "working". This is apparent in this book. Common sense has been replaced by technical jargon and the total lack of down-to-earth customer support. Save your time and money!!
Rating: 
Summary: Anyone managing a support organization should read this
Review: This book is one of the most helpful books on building and managing support organizations. I have to give it credit for ideas which helped me turn a negative support situation around. I highly recommend it.
Rating:
Summary: An excellent overview of technical support
Review: This book provides an outstanding overview of what it takes to put together a solid support organization. It covers evertything from what technologies to consider including their pros and cons; helpful ideas regarding staffing, retention and incentive programs; and insightful, thought-provoking ideas on how to create and implement processes. The examples are especially helpful and make the book an interesting read. I, my staff, and my company have benefitted from the results. Best book on the topic that I've read, and I've read a fair number of them.
Rating:
Summary: A must-read for anyone involved in technical support
Review: This is a down to earth, easy to read, indispensible tool for anyone who has a requirement to provide a technical support function for their company's products. This is not a guide on how to be an excellent help-desk engineer. It is a guide for how to go about ensuring that your company understands the value of the technical support organisation and for enabling you to successfully create, manage and deploy a world-class technical support organisation. This should be read by all those involved in any aspect of planning a technical support delivery role.
Rating:
Summary: One of the best books on technical support I have read!
Review: This is one of the most authoritative, information-rich books on technical support that I have read - and as a consultant who specializes in service delivery and problem management processes I have read many. It hits all of the critical success factors in designing, implementing and managing an effective support organization. It goes far beyond IT help desks - the material here is applicable to support professionals responsible for product support, technical services representatives in customer care organizations, and tier-2 support. I like the process- and business-oriented approach. The book fully covers all of the parts of mature support processes: people, process and technology. It provides excellent insights into what you should be measuring and reporting, and how to handle gaps in your support processes. Also, in view of the high turnover in experienced support professionals that most organizations suffer the section on staffing alone is worth the price of the book. It is obvious that the authors have grappled with this critical issue and they provide sound advice on how to overcome the people aspect of technical support. As a consultant I found the planning and budgeting section to be a big help - the information contained here will not only allow you to determine support costs (which should be factored into product prices if your organization is supporting a product), but also how to effectively manage the cost component of technical support. If you are a consultant, this section will also give you some ideas on how to craft an effective value proposition for providing outsourced technical support services. This book makes a valuable contribution to the technical support profession and adds considerably to the general body of knowledge. If technical support or service delivery is your business you need this book.
Rating:
Summary: Wast of money
Review: What a wast of money. The book is full of crap and does not make any sense at all. Unless you have been involved with help desk for 10 years or so, you will not understand a word they are talking about. The author must of been drunk when he wrote the book. What ever you do, do not buy this book.
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