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IT Manager's Handbook: The Business Edition by Brian D. Jaffe, Bill Holtsnider

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Chapter Nine Working with Users

I get by with a little help from my friends.

—LENNON/MCCARTNEY

Chapter Table of Contents

  • 1. Relationships with Users 290
  • 2. The Help Desk 296
  • 3. Service Level Agreements 306

The relationship you and your team have with the user community is one of the most important relationships you will have to maintain. In some regard, your reputation in the company can be measured by your relationship with the users. If you have a positive relationship, the user community (which is essentially everyone in the organization) will be your ally for almost anything you want to do. However, if that relationship is less than positive, the user community will question and doubt all your plans—both the value of those plans ...

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