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If you have a question about any aspect of technical support and need an answer
quickly, click here to submit your question to our
expert and you'll have an answer in 24 hours or less. Please include the
following information: A brief description of your operation, the number of
staff in your operation, the number of contacts (Telephone, Email, Chat, etc.)
that your department handles each day.
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| Q |
Kimrick asks, There is a chart in this months magazine on page 19 (Figure 1) in the article "Light Dawns in the World if ITIL." I downloaded the PDF version of the magazine hoping I would be able to view/read this chart, but it was blurry. Is there anywhere I can get a copy of this chart to view?
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| A |
Kimrick, you are correct about the graphic, I had the same difficulty. I checked with our art director--and he's the best in the business--and he tells me that the authors provided the graphic that went with the article.
We're checking with the authors now to determine if we can improve the picture or make it available in some other way.
Send me your Email address to RLast@thinkhdi.com and I'll let you know what we find out.
Robert Last
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Robert
Last
Content Manager
HDI
Bob Last has 18 years experience in the technical support industry as a software support manager, help desk manager, project manager, trainer and consultant.
He specializes in real time technical support management , developing metrics programs, teaching problem solving and troubleshooting methodologies, strategic planning for support centers and training for technical support personnel. He is the author of over two dozen white papers and articles on technical support operations and management. Based in Cleveland, OH, he is the Content Manager for HDI.
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