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Sponsored Post - HDI's New Guide on Service and Support Management Processes

Filed in archive General by steve on March 14, 2005

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.

Steve Shu


Permalink: Sponsored Post - HDI's New Guide on Service and Support Management Processes
Tags: management  support 



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