Research: A Closer Look at The Practices Survey: An ITIL® Angle 6 Strategy: How to Write a “Guide to Support” for your Customers 8 People Management: The Future of Human Capital: Recruiting and Retention—An Interview with Jeffrey Taylor 12 Metrics and Measurements:Unraveling the Mystery of Service Level Discrepancies20 ITIL:The Quest for ITIL: Maturity Models Can Point the Way 22 Customer Service:Demonstrating and Maintaining Your Competence 28 The Service Dr.: 30 Leadership: The Role of the Coach 34 Vertical Market: 25 Best Practices in Insurance Information Technology (IT) and Customer Service 38 The Help Desk Humor: 42 Technology Trends: Planning and Technology Go Hand-in-Hand to Avoid Disaster 44 Technology:Effective Disaster Recovery Planning Includes Careful Consideration of Technology Operations 46 Community News: 50