Abstract
In today’s information economy, information technology customer service managers require increasingly technologically advanced, but cost effective operations. These managers have a Byzantine array of standards, methodologies and best practice frameworks that offer hundreds of pages of detailed, but often confusing, guidance. This article attempts to offer a simpler guide for IT managers beginning a formal program to increase the effectiveness and efficiency of the day- to-day operation of their customer support services. The paper’s goal is to summarize and clarify important key concepts from the literature, and also present lessons learned from consulting experiences with several large organizations. Finally, the paper offers ideas for future empirical confirmation of the recommendations summarized here.
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