RSSHDI’s New Guide on Service and Support Management Processes
HDI is about to begin shipping a new book entitled, Implementing Service and Support Management Processes: A Practical Guide. Ron Muns, CEO and Founder of HDI, describes it as "the first comprehensive process guide for IT or technical Support Center organizations serving internal 'end-users' and/or external customers."
By the looks of Chapters 1 through 3 (available on the Internet via free PDF download), if you are a practitioner or consultant then you will need to check this book out. As a management consultant with an operations background, some of the things that jumped out at me in Chapter 1 were:
- good overview of the Balanced scorecard measurement methodology in the context of a support center
- detailed, typical cost performance metrics in support centers covering areas such as phone metrics, self-help metrics, self-healing metrics, email metrics, chat metrics, and employee metrics
- example reports cards by role in support organization.
Now its not too easy to do a comprehensive book like this justice in a short blog post so you really need to check it out if this is your space. Here is a listing of the main chapters:
- Financial and Operations Management
- Knowledge Management
- Configuration Management
- Change Management
- Release Management
- Incident Management
- Problem Management
- Service Level Management
- Capacity and Workforce Management
- Availability Management
- IT Service Continuity Management
- Customer Satisfaction Measurement
General HDI membership information can be obtained here, but even non-members can get the guide for a very reasonable cost here at HDI's eStore.
