By Barbara Czegel
This e-book comprises details that may be both valuable to name facilities helping consumers and inner IT support desks which are exploring the advantages of web-based factor administration through a company intranet. the former reviewed has supplied a accomplished overview of this ebook, so i'm going to tackle the highlights that i discovered to be useful:
(1) The business-case first procedure that the writer takes is simple and gives step by step techniques for identifying the genuine enterprise worth of web-enabled technical aid vs. conventional name facilities. I specifically beloved the dialogue of first, moment and 3rd iteration website types since it can provide a aim version and indicates either the company and technical worth of every. I additionally cherished the best way ROI components and rankings have been used to figure out ROI power. the criteria are administration, features and instruments, and the scores are an easy solid or terrible. this can be positioned into context with a desk that exhibits the mixtures of things and rankings and their linked strength and provides you a established selection device at a glance.
(2) Scope process given within the ebook is whole in that it takes into consideration all stakeholder perspectives (business, technical aid and users/customers). This forces you to take a pragmatic examine objectives and ambitions and, utilizing ROI info, start making clever and expert trade-offs.
(3) web site production map is in keeping with stable undertaking administration practices in that it makes use of a role and linked information process. the main points supplied contain deliverables and what the deliverables should still include. undertaking planners and bosses will locate this part relatively valuable.
(4) aid techniques and systems are good proposal out and will be used as a benchmarking software in addition to making plans and implementation guidelines.
(5) i admire the way in which the part on website administration is goal-driven and traceable again to ROI. If this procedure is you've got approaches which are designed for non-stop improvement.
(6) using tables and lists through the publication presents a wealth of knowledge on approximately each subject.
There are a couple of parts that have been vulnerable: no point out of portal expertise, which might be hired to create user-customizable gains and include complicated wisdom administration performance right into a web-enabled aid process. additionally, there has been no dialogue of configuration keep an eye on over content material or criminal matters that must be thought of while supplying technical help to shoppers (as against inner finish users).
Overall this is often an extremely invaluable publication that's probably the greatest at the topic. hugely instructed to IT support desks and product technical help heart managers.
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Additional info for Technical Support on the Web: Designing and Maintaining an Effective E-Support Site
Then put a process in place to keep everything current. Self-service documents Analyze call data and customer input to identify what documents to provide and where the source is stored. Set up processes for maintaining the documents and ensure all documents are available and current. Self-service software download Analyze call data, customer input, and new product development to decide what downloads to provide and where the source for the download comes from. Set up processes for maintaining the download function to make sure all software is current and that the correct versions are available.
A good idea is to plan for overflow time in case you get more logs than you planned for. You will also need to do some research on the capabilities of your current call logging tool. Is a Web interface available? If so, is it appropriate for your support site? If no, you have to research what is available. If you need to replace your current call logging tool, you need to determine the conversion work involved. Replace the Initial Level(s) of Support The initial levels of support are those that screen calls or provide support for problems or requests that can be resolved easily and quickly.
The tasks in your list may be more specific to reflect the particular requirements collected. 1: The Project Tasks Involved in Defining the Scope Tasks Details Collect requirements. Identify the site users as well as the business and support - 30 - stakeholders. Also collect requirements from the business, support, and site users. Define data sources and processes. For each requirement, research the data sources and define how the required information is put together. Create a scope summary. Create a table summarizing the requirements, sources, information required, and possible implementations.