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SupportWorld Magazine

Strategy, best practice, people management, technology, tools and techniques are just a few of the topics covered in-depth by this one-of-a-kind HDI magazine for the support professionals. You’ll also find informative community news, inspirational company profiles, event listings and more.
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March/April 2008 (PDF - 61.24MB)

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

Past Issues of SupportWorld Magazine


            
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