Chapter 19. Support
“I love it when a plan comes together.”
—“Hannibal” Smith (George Peppard)[1]
[1] The A Team, Rob Holcomb, Director; Frank Lupo and Steve Cannell, Writers, 1987.
In a series of surveys conducted by our group with a number of business people who had many years of experience with IT, one important issue emerged: The support and management of products, services, and information systems is the clearest indicator of the professionalism of a project development group.
When the @$$% Hits the Fan!If you are a reservation clerk at an airline, for example, and the reservation system crashes, how would it feel to listen to some recorded music from the help desk while customers abuse you? |
After all, if you are a business person who ...
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