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• Sales Rank: #1699604 in Books
• Published on: 2011
• Number of items: 1
• Binding: Paperback

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Includes detailed, practical recommendations for structuring and operating a support organization. This book will be invaluable to managers whether they are building a support organization from scratch, or seeking to improve an existing operation. Covers all the major principles of designing a customer-focused support operation. Describes call management models and implementation. Presents techniques for measuring support center performance. Shows how to develop the right support structure and support programs for your organization. Considers the role of outsourcing. Discusses how to manage support people -- and manage the resolution of software bugs. Compares tools for software support. Shows how to involve the support organization in new product planning, training and testing. Includes sample user's guide, checklists for resolving calls, determining staffing levels, and cost-justifying a support center budget. Managers, executives and support engineers involved in software support.

• Sales Rank: #1745283 in Books
• Published on: 1996-11-08
• Format: Facsimile
• Original language: English
• Number of items: 1
• Dimensions: 9.00" h x .90" w x 6.90" l, 1.27 pounds
• Binding: Paperback
• 352 pages

From the Publisher
The practical, end-to-end guide to designing and operating help desks and software support centers. This book compiles detailed, practical recommendations for structuring and operating a support organization. It will be invaluable to managers whether they are building a support organization from scratch, or seeking to improve an existing operation. Learn all the major principles of designing a customer-focused support operation. There is comprehensive coverage of call management models and implementation, and techniques for measuring support center performance. Readers learn how to develop the right support structure and support programs for their organization, and when and whether to outsource. The book includes an insightful discussion of how to manage technical support staff effectively. Other topics include: how to manage the resolution of software bugs, compare tools for software support, and involve users in the development process. The book includes a sample user's guide, checklists for resolving calls, determining staffing levels, and cost-justifying a support center budget. For managers, executives and support engineers involved in software support.

From the Inside Flap
PREFACE AND ACKNOWLEDGEMENTS

This is a book about the design and operation of software support centers and help desks. It is a book primarily for managers, but also for executives and support engineers who are involved in the world of software support. In it we take you through the important areas of concern that every support operation must address. We cover the major principles of designing a customer-focused support operation to help you put your customers first as the cornerstone of your strategy for business success. Throughout the book we offer detailed, practical prescriptions and recommendations for structuring and operating a Support organization that can be used either to help you build one from scratch or to help you improve an already existing one.
As an executive, you will gain the background you need to make the solidly informed decisions on proposals brought to you by support managers. As a support engineer, you will gain a window on the larger world in which you work and see what lies in store if you choose to move into management as a career.
In writing this book we had help from many people. We are grateful to them beyond what our words can tell.

Our thinking on management has been greatly influenced by Fernando Flores of Business Design Associates. From Ken Williams at Intel and, later, Ingres we learned much about the art of people management. Barry Shamis contributed his expertise in that most important of management skills, recruiting. Sue Shields shared with us the fundamentals of world-class support as practiced by Hewlett-Packard. We benefited from many conversations on customer service with Ron Kaufman.
Our colleagues and associates at ASK and at Sybase provided much of our learning. They gamely accepted our experiments and questions and always generated more.
David Aune, Chris Davis, Chris Doell, Richard McIntosh, Roy Moore, and Darcy Van Vuren reviewed the manuscript, pointing out errors and contributing their experiences and insights where ours was lacking. Special thanks to Richard and Roy who went through the entire book and, especially, to David whose detailed suggestions contributed much to its final content. Sumi Sohari and Rafael Coto of Action Technologies, Inc. assisted us with the Basic Action Workflow Process Builder software used for the Basic Action Workflow mapping in Chapter 2.
Many thanks to Bill Rose, the ultimate and tireless advocate of software support as a profession, with whom we consulted when first starting out to redesign support at Ingres and from whom we first heard the richly descriptive phrase for the start of every day in the support business . . . “It begins.”
We thank also Sandy Emerson of Sybase Press who encouraged us in this endeavor and helped us find our publisher.
Mark Taub, our editor at Prentice Hall, took a chance on two unproven authors. We are grateful for his trust and his straightforwardness in working with us.
Our warm thanks to Eileen Clark who patiently and thoroughly reviewed our manuscript and turned it into a book.
Oakland, California FRANCOISE TOURNIAIRE
November 1996 RICHARD FARRELL
www.supportline.com

From the Back Cover

56945-9

The first complete, real-world guide to building and running help desks and software support centers.

Quality software support is now a fundamental differentiator in satisfying both your external and internal customers. And in today's high-pressure, heterogeneous computing environments, it's more difficult to deliver quality support than ever before.

The Art of Software Support' gives you proven, best-in-class integrated tools and techniques for structuring and operating a customer-focused support organization—and for overcoming the crisis mentality that's so common in support organizations. Whether you're starting a software support or help desk organization, or seeking to improve the one you already have, you'll find invaluable guidance on:

• Choosing and implementing the call management model that's right for your organization.
• Selecting tools—including phone systems, fax systems, knowledge bases, customer tracking applications, and other software.
• Measuring support center performance.
• Packaging support programs that can make your organization a profit center.

Learn when to outsource—and when not to. And discover practical, easy-to-implement ideas for every stage of the software lifecycle, from new product planning and testing, to managing software bugs and fixes. The Art of Software Support also gives you time-and-money-saving tools you can use right now, including:

• A sample user's guide.
• Call resolution checklists.
• Worksheets for determining staffing levels and justifying budgets.

Perhaps most important, The Art of Software Support offers practical help with the tough challenge of supervising support people. You'll learn how to determine staffing levels, hire the right people—and keep them, even in difficult times.

Whether you manage software support, or you're a support engineer working “in the trenches,” The Art of Software Support will dramatically enhance your effectiveness.

Most helpful customer reviews

21 of 21 people found the following review helpful.
Loaded with info but makes a few incorrect assumptions
By James Mohr
Tourniaire and Farrell do an **excellent** job of discussing the various aspects of software support. However, they make many assumptions that every company functions the exact same way. Coming from the support department of a major software vendor, most of what they talk about is geared to that business. Therefore, a great deal of what they say does not apply to internal help desks.
Having both been on the phones and managed software hotlines **and** internal help desks for the past 15 years, I know there is no one way to run a hotline/help desk that applies in every case. You need to take the information they provide and weigh it against your own experiences and the way your company works in order to get the best out of the book. However, the book does address the pros and cons of various approaches which is more than many other books do.
What is missing is a more detailed treatment of call management (the actual work on the phone) and not problem management (the handling of the customer's problem). Therefore, check out Call Center Management on Fast Forward, by Brad Cleveland.
If the book had been more open to the possibility that not all companies are the same, I would have given it the full five stars. However, this is still one of the very best books on the market and I would still recommend this book highly.

16 of 16 people found the following review helpful.
Great for Call Centers and Internal IT Tier-2
By Linda Zarate
This book is aimed at software product support specialists working for software vendors, but is also applicable to internal IT tier-2 support specialists (application support analysts). Some of the information contained in this book will give internal IT help desks ideas on customer satisfaction, support models and help desk management. However, this is not the book's primary audience.
My review is from the viewpoint of an IT service delivery specialist. Product support specialists will have a different, but loosely related, set of requirements.
The theme of this book is achieving customer satisfaction. This surfaces early in the book and recurs throughout. Since customer satisfaction is the foundation of support, regardless of from whom of where it is delivered, I found this to be one of the highlights of the book.
Call management models outlined by the authors were valuable to me, and I found myself writing notes in the margins and highlighting paragraphs. I skimmed call management implementation because it is outside of the scope of my speciality, but did note that this information would be of interest by anyone who is setting up an internal IT help desk. It goes without saying that this material will be of keen interest to product support organizations that are setting up a call center. One nice touch here is the advice on disaster recovery planning - this is too often overlooked by all organizations and showed the attention to detail that the authors gave when writing this book.
The discussions on packaging support programs and product call center support organizations gave me insights into the challenges faced by software vendors. These insights have armed me with information from which to craft an approach to effectively deal with vendors who are typically at tier-3 from an internal IT point of view. Another section that I found particularly useful covered managing software bugs and code fixes. This material is directly applicable to internal IT tier-2 support, regardless of whether they are dealing with internal developers or outside vendors. There are some gaps here, though. For example, I would have liked a discussion on configuration control boards, prioritization of fixes and enhancements, and configuration and change management. These subjects are important to software vendor product support organizations and internal IT tier-2 folks.
This book also provides sound advice on selecting, justifying and implementing call center tools. Some of these tools are specific to product support call centers (and to an extent, internal IT help desks), such as phone systems and knowledge bases. Other tools, such as bug tracking and problem reproduction environments, are useful to IT tier-2 specialists as they are to call centers.
I found some of the appendices to be especially valuable: Appendix C, determining staff levels, and D, creating and justifying a support center budget, were excellent reading that added to my own professional knowledge.
Overall this is a valuable book that has multiple audiences. Aside from the gaps I mentioned above, I think this book needs to be updated to reflect the growing requirement for e-support. While I was tempted to give 4 stars based on the noted shortcomings, this book is so thorough and rich with ideas and advice that it deserves 5 stars. I only hope that the authors update this book with a second edition that addresses current realities of software support.

23 of 25 people found the following review helpful.
Fantastic source of guidance for providing software support.
By A Customer
I'm am (slowly) reading this tremendous wealth of information in order to ponder and absorb as much as possible. So far, it's been like gold to me.
I manage a support organization for a US$40M/yr engineering software company and the advice and guidance found in this book is extremely practical and applicable to what I do every day. It's been helpful in the way it presents several options and objectively weighs the PROs and CONs of each. This has provided a good "sanity check" to confirm that many of my initiatives to-date are sound. It has also suggested practices I had not previously considered, but which make so much sense now that I've read and thought about them. I have already started to implement several such practices to improve my support organization and my staff is ecstatic. Finally, there are some useful tidbits that I cannot act on at this time, but which I will come back to later as we continue to grow and expand our business. I am sure to refer back to this insightful and well-written piece over and over again in the months and years to come.
If you manage or direct a software support group, this book will help you put in place the processes you need to provide effective and cost-efficient customer support. And if you help staff a support group, this book will get you noticed by giving you a lot of great ideas to propose to the boss and perhaps make that move to the next level along your career growth path.
I would definitely buy this book again and highly recommend it.

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Este volumen reune una amplia seleccion de los mejores poemas de Jose angel Buesa, devolviendo en versos a sus muchos lectores el agridulce sentimiento del amor y el desamor. Jose angel Buesa (Cuba, 1910-Republica Dominicana, 1982), pese a sus detractores, es uno de los poetas cubanos mas leidos del mundo. Entre las decadas de 1930 y 1940 compuso una docena de poemarios que, desde entonces, y enriquecidos por sus sucesivos titulos, se han venido leyendo por todos aquellos necesitados de literatura sentimental, y Buesa se convirtio en la figura cimera del Neorromanticismo en Cuba y en Hispanoamerica. Por entonces el Neorromanticismo se abria paso pese a la experimentacion vanguardista, desde titulos de Pablo Neruda como Crepusculario (1922) y Veinte poemas de amor y una cancion desesperada (1924), hasta la lirica inicial de Vicente Aleixandre, confirmando el decir de Ruben Dario: Quien que Es, no es romantico? A los 22 anos publica su primer libro y el exito de algunas de sus composiciones le gano el reconocimiento y lo profesionalizo como escritor. Enseguida le siguieron: Misas paganas (1933), Babel (1936), Canto final (1936) Oasis (1943), Prometeo, La vejez de Don Juan, Odas por la Victoria y la Muerte (ambos de 1947), Poemas en la Arena, Alegrias de Proteo, (ambos de 1948), Nuevo Oasis y Poeta enamorado (ambos de 1947) y los nuevos aportes que les siguieron. Algunos de sus cuadernos se leen con voracidad y se reimprimen sin cesar. Ademas de poeta, Buesa fue un consagrado escritor de libretos para la radio y la television.

• Sales Rank: #308061 in Books
• Published on: 2013-06-15
• Original language: Spanish
• Dimensions: 7.68" h x .67" w x 5.35" l,
• Binding: Paperback
• 142 pages

Most helpful customer reviews

0 of 0 people found the following review helpful.
Five Stars
By Laz
Excellent condition

0 of 0 people found the following review helpful.
Inspiring poet
By Aracelis Clemente
Jose Angel Buesa was a gifted, Cuban poet that I find fascinating. The way he played with words to describe and communicate sentiments of love and disillusion captures with great accuracy the vast array of feelings this powerful emotion elicits. This book is completely in Spanish and represents a collection of some of his best poems. I highly, highly recommend it to anyone who likes to read and write poems.

1 of 1 people found the following review helpful.
Four Stars
By h.johnson
romance in spanish by a wonderful poet

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The CSA Cookbook: No-Waste Recipes for Cooking Your Way Through a Community Supported Agriculture Box, Farmers' Market, or Backyard Bounty

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Make the most of your CSA membership—or your garden harvest—with simple yet bold, inventive yet nourishing meals from acclaimed blogger Linda Ly.

Community Supported Agriculture (CSA) programs have connected farms to consumers and made people more in tune with where their food comes from, but still leave many stumped beyond the conventional uses for their produce. How many times has a CSA share arrived with things you've never seen before or not known what to do with?

The CSA Cookbook will help you cook your way through a CSA box (or farmers' market or backyard bounty) with 105 seasonal recipes that utilize every edible part of the plant, from leaves and flowers to stems and seeds. Think of it as a nose-to-tail approach—for vegetables!

With innovative ideas for preparing the lesser-known but no-less-delicious parts of plants, tips for using the odds and ends of vegetables, and easy preservation techniques, Linda Ly helps you get from farm to table without a fuss. Chapters include tomatoes and peppers, leafy greens, peas and beans, bulbs and stems, roots and tubers, melons and gourds, and flowers and herbs. You'll find globally-inspired, vegetable-focused recipes that turn a single plant into several meals—take squash, for instance. This year-round vegetable brings a variety of tastes and textures to the table: Sicilian Squash Shoot Soup, Squash Blossom and Roasted Poblano Tacos, Autumn Acorn Squash Stuffed with Kale, Cranberries, and Walnuts, and Toasted Pumpkin Seeds. If you grow your own food at home, you might be surprised to learn you can eat the leaves from your pepper plants, or pickle the seed pods from your radishes.

The CSA Cookbook aims to inspire curiosity in the garden and creativity in the kitchen. You'll look at vegetables in a whole new way and think twice before you discard your kitchen "scraps"!

• Sales Rank: #61719 in Books
• Published on: 2015-03-20
• Original language: English
• Number of items: 1
• Dimensions: 10.38" h x .88" w x 8.38" l, .0 pounds
• Binding: Hardcover
• 224 pages

Review
"Ly's given a whole generation new ways to re-imagine the backyard garden, and now she's given us a fresh and uniquely delicious take on modern farm food. A fearless cook who wastes nothing, her nourishing dishes fit the bill for weeknight suppers or when you need something tasty and satisfying to feed a hungry crowd." - Edible Media

"One of my favorite sayings is, 'Use it up, wear it out, make it do, or do without.' What appeals to me about this phrase is the idea that everything is useful. And that's why I like The CSA Cookbook so much. Many of Linda's dishes utilize the oft discarded parts of vegetables such as tomato leaves, radish greens and carrot tops. More than just being efficient, these recipes encourage us to explore the flavors and uses of every edible part of a plant. This book will completely change the way you look at vegetables." - P. Allen Smith, author of P. Allen Smith's Seasonal Recipes from the Garden

"The CSA Cookbook shows you how to use everything your vegetables offer, whether they come from your CSA or your garden. After all, why throw away what's edible when it can offer so much in the kitchen?" - Deborah Madison, author of Vegetable Literacy: Cooking and Gardening with Twelve Families from the Edible Plant Kingdom

"I love this cookbook. From herb flowers to carrot tops to watermelon rind, Linda has a beautiful sensibility for using the whole vegetable. In her hands, familiar ingredients from the garden and the greenmarket take on rich and unexpected flavors." - Louisa Shafia, author of Lucid Food: Cooking for an Eco-Conscious Life

"The CSA Cookbook is the book I've long been searching for but haven't been able to find, chock full of clever, economical, and tasty ways to use up otherwise composted or discarded produce. Without a doubt, Linda has penned the ideal literary accompaniment to anyone with a CSA subscription or who simply has been seeking creative ways of using up all those bits and bobs you haven't known what to do with." - Ashley English, author of Handmade Gatherings: Recipes and Crafts for Seasonal Celebrations and Potluck Parties

"The CSA Cookbook takes an inventive approach to farm-focused, seasonal cooking with bright and vibrant recipes that leave you excited by what might arrive in your CSA box next." - Jennifer McGruther, author of The Nourished Kitchen

"This is a must-have book for home cooks who prepare and serve fresh, healthy food raised in healthy soil. Linda's enticing recipes use every part of a beet or broccoli or leek to provide the rich garden experience we all want." - Joanne Neft, author of The Art of Real Food

"You will have so many why-didn't-I-think-of-that moments as you cook your way through this inspired book. Linda translates the nose-to-tail ethos into garden speak so well that the only thing to go hungry will be your compost pile." - Ian Knauer, author of The Farm: Rustic Recipes for a Year of Incredible Food

"Linda's expertise as a passionate gardener shows through in every one of her unique, seasonal dishes. More than a collection of well-photographed whole foods recipes, The CSA Cookbook is a guide to sustainable cooking. After learning about the culinary possibilities of tomato leaves, chard stalks, and kale buds, one is guaranteed to be inspired by Linda's wise top-to-tail approach to vegetables. - Anya Kassoff, author of The Vibrant Table: Recipes from My Always Vegetarian, Mostly Vegan, and Sometimes Raw Kitchen

“We are excited to use The CSA Cookbook in our own kitchen. Filled with tips on preparing the entire vegetable from roots to tops and substituting one vegetable for another to make use of whatever is available, the book will surely inspire people to use their CSA produce to the fullest extent. The abundance of colorful photos and detailed instructions make the recipes easily achievable for the growing number of CSA members or anyone else with access to fresh produce. It is a wonderful resource for gardeners, chefs, and home cooks alike.”  - Jere Gettle, owner of Baker Creek Heirloom Seeds and author of The Heirloom Life Gardener

About the Author
Linda Ly is the blogger behind the award-winning gardenbetty.com, called the "Best in Gardening" by Country Living and deemed a go-to source for all things green by HGTV. As a member of Slow Food USA, Linda delights in growing, harvesting, preserving, and cooking all the food that comes from the earth. She pulls endless inspiration from her modern homestead by the sea, which she shares with her husband, a pair of pugs, and a flock of chickens. When she's not digging in the dirt, she's seeking adventure on the road with her love of offshore winds, epic powder, empty trails, and hidden hot springs.

Most helpful customer reviews

9 of 9 people found the following review helpful.
I love vegetables, but I never seem to have any ...
By LOL
I love vegetables, but I never seem to have any great ideas for preparing them or what at all to do with some of the more uncommon one. This book fills a much needed gap. There is a great section on different vegetables, how to store, cut etc. It also gives a great chart for making stock and another for pesto! Then the recipes are divided by type, which makes it easy to find when you are working with a specific vegetable: tomatoes and peppers, leafy greens, peas and beans, bulbs and stems, roots and tubers, melons and gourds, and flowers and herbs. I also found the recipes to be very interesting and not overly complicated. You will find recipes for all courses such as skillet eggs poached in serrano tomato, chard steak hummus, kickin broccoli mac and cheese, fennel apple and celery slaw, roasted beet and carrot salad with creamy goat cheese, watermelon rind kimchi, zucchini noodles with roasted tomatoes, pesto and pinenuts, bibimbap, drunken pumpkin chili and all in herb dressing. Everything sounds delicious and you can find something to do with almost anything you bring home or receive in your CSA box. While it has a good index, its not great. That is the only flaw that I have found with the book.

6 of 6 people found the following review helpful.
This Is The Book I've Been Waiting For!
By Jenny
I decided to buy this book as a birthday gift to myself and I'm so glad that I did! I love the way this book is structured. Linda starts with the basics, and one of the topics she covered was how to actually store veggies so they last as long as possible. I always forget how to properly store produce so it's nice to have this information handy.

I also enjoy the fresh approach of categorizing recipes by produce such as leafy greens, bulbs and stems, roots & tubers. Flipping through the pages, I'm excited to start cooking. These recipes don't look complicated, but the finished meals look like they came from an expert chef. If you're not familiar with some of the food items (e.g., pickled nasturtium pods), Linda explains how to use them and what to pair them with. And although the focus of the book is on veggies, many of the recipes incorporate meat so you have many meal options. All of the meals just look amazingly comforting and hearty. The pictures in the book are stunning!

This book made me really appreciate the versatility of vegetables. Linda shows you that veggies are more than just ingredients in a salad or sauté. As someone who likes to garden, it's empowering to know how I can really take advantage of all parts of a vegetable. This is the way I want to eat!

1 of 1 people found the following review helpful.
Finally, some new ideas!
By Gail
I would recommend this book to anyone who loves gardening or using fresh produce from a CSA or farm market. There are so many easy, different and inventive things I can't wait to try!

See all 76 customer reviews...

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• Sales Rank: #736047 in Books
• Published on: 2010-01-04
• Released on: 2009-12-14
• Original language: English
• Number of items: 1
• Dimensions: 9.20" h x .60" w x 7.50" l, .82 pounds
• Binding: Paperback
• 272 pages

About the Author

Melody Templeton has served on the faculties of the Wharton MBA and Executive MBA programs. She has lead thousands of seminars with Fortune 500 companies, industry organizations, and college students.

Most helpful customer reviews

0 of 0 people found the following review helpful.
Very basic
By PromoPower Consignment
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