Re: You Want us to Support WHAT?!? Negotiation, Delivery, and Cultivation: The Gateway to Excellent Service Deployment. By Ryan Tucker and Nathan Carpenter
In the past Help Desks used to be something that was added after the deployment of a new service or just before. These days support starts from the conception of a new service. That's probably a good thing. Users can be involved in the development of the new service and suggest improvements. A user is then involved in the process and can might be less critical of a service they perceive as being imposed on them
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