Computer User Support textbook companion website
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CUS6e Ch1 links
CUS6e Ch2 links
CUS6e Ch3 links
CUS6e Ch4 links
CUS6e Ch5 links
CUS6e Ch6 links
CUS6e Ch7 links
CUS6e Ch8 links
CUS6e Ch9 links
CUS6e Ch10 links
CUS6e Ch11 links
CUS6e Ch12A links Pg 544-574
CUS6e Ch12B Links Pg 575-590
CUS5e Ch12C Links Pg 591-612
CUS6e AppB links
CUS6e AppC links
6th edition modifiable docs
LBE Helpdesk Educational Download
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Computer User Support 6e Chapter 6 Web Links
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Type of document
Link Status
Page
Resource Link to URL
245
Example help desk trouble report form
HTML
246
Common help desk incidents and questions
HTML
250
Mary Baldwin College help desk policies
(see section 13.4)
HTML
Updated
250
Qatar University help desk policies and procedures
PDF
Alternate
252
ManageEngine's basic ITIL guidelines
PDF
Updated
252
ITIL best practices for small and medium businesses
HTML
252
Article on service desk best practices
HTML
252
Article on top 10 help desk best practices
HTML
253
Tutorial on telephone headsets
HTML
254
NIOSH website on job-related stress
HTML
254
Personal stress management strategies
HTML
254
Website on causes and solutions to workplace stress
HTML
263
Helpguide's resources on personal stress management
HTML
263
Help Desk Technology's ServicePRO website
HTML
263
BMC Service Desk website
HTML
Updated
263
Epicor IT Service Management website
HTML
Updated
263
HEAT Help Desk software website
HTML
Updated
263
TechExcel ServiceWise website
HTML
263
LBE Helpdesk website
HTML
Alternate
263
BMC Track-It! website
HTML
Updated
263
Soffront Customer Helpdesk website
HTML
263
ZenDesk website
HTML
263
Spiceworks website
HTML
263
SysAid website
HTML
263
SolarWinds Web Help Desk
HTML
Updated
264
Help desk software vendor directory
HTML
Alternate
264
Guide to help desk software solutions
HTML
264
Saar Bitner's ten criteria for help desk software
HTML
264
Buyer's guide to help desk software
HTML
Alternate
270
Database Systems (vendor of ACD systems)
HTML
271
How IRV technology works
HTML
Updated
271
Video demonstration of IVR
VIDEO
Updated
271
Video common mistakes in IVR design
VIDEO
272
IBM's web-based support portal
HTML
Updated
273
Tutorial on intranets
HTML
Alternate
276
Jack Wallen on lessons learned about remote diagnosis
HTML
277
Trends in off-shore outsourcing
PDF
279
Robert Half & HDI on trends in support centers
HTML
Updated
288
Article on SLAs and help desk incident priorities
HTML
288
Problem report on new incident management system
PDF
288
Job stress quiz
HTML
289
Video on telecommuting pros and cons
VIDEO
Updated
289
Gateway's support website
HTML
Deleted
289
Adobe's support website
HTML
289
Symantec's support website
HTML
289
Howard Community College support website
HTML
Updated