Maturity Status within Front-End Support Organisations
ICSE '07 Proceedings of the 29th international conference on Software Engineering
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From the Publisher:The thoroughly revised, updated, and expanded Second Edition of the critically acclaimed, first-ever guide to running an effective Help Desk, this book tells you everything you need to know to plan, budget, staff, implement, track, upgrade, and even outsource your organization's Help Desk. Drawing upon her extensive experience as a leading North American expert on Help Desk planning and management, author Barbara Czegel guides you step-by-step through every phase of setting up traditional and Web-related Help Desks for the Internet and an intranet; provides a wealth of practical advice on all technical, management, and human-factor aspects of running an effective Help Desk; and supplies ready-to-use templates in both Word and HTML formats for an array of Help Desk projects. On the companion website you'll find real-life Web-based Help Desk examples, and all the templates from the book in HTML and Word formats.