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- Message-ID: <01GMYINDM9IO90NHSC@splava.cc.plattsburgh.edu>
- Newsgroups: bit.listserv.advise-l
- Date: Wed, 29 Jul 1992 17:13:00 EST
- Sender: User Services List <ADVISE-L@UGA.BITNET>
- From: "J. P. Bradley" <BRADLEJP@SNYPLAVA.BITNET>
- Subject: Re: Computing services references
- Lines: 42
-
- Date sent: 29-JUL-1992 17:02:01
-
- >From: EDF@MSMAIL.HUMAN.CORNELL.EDU
- >Subject: Computing services references
- >
- >Can anyone give suggestions as to a book or article describing how to provide
- >good computing services? I am interested in the customer relations and
- >service delivery perpective rather than the technical perspective. Thank
- >you.
-
-
- Here's some that I have found useful in the past :
-
- Mind Your Business: Managing End-User Computing
- By Naomi Karten
-
- The Embattled Fortress
- By Joseph Izzo
-
- The Computer Support Guidebook
- By Eliot Masie
-
- I don't have ISBNs for these as I am away from my desk and will be out of
- the office for the next couple of days. The last book in the list was
- extremely useful as it discusses service level agreements, phone handling,
- basic support triage, etc. I got my copy at a training seminar held by
- Masie. His organization used to be called the National Computers and
- Training Project. It is now called simply the Masie Institute. They are
- in Raquette Lake, New York and manage to hold an international conference
- on support and training each year in Orlando. This year's conference
- is sometime in November. I attended it in 1990 and found my institution's
- money was well spent.
- I'll try to post more book references when I get back to my office (8/4).
- If you want more info on Masie's courses and seminars, drop me a private
- E-Mail and I'll dig up a brochure.
-
- [ J. P. Bradley ][ User IDs : BRADLEJP, or POSTMASTER ]
- [ Senior Programmer Analyst ][ Node IDs : @SNYPLAVA.BITNET ]
- [ Computing Support Center ][ @SPLAVA.CC.PLATTSBURGH.EDU ]
- [ State University of New York ][ Phone : (518) 564-4433 ]
- [ Ward Hall, Room 118 ]
- [ Plattsburgh, NY 12901 ]
-