Computer User Support 6e Chapter 6 Web Links
	Please report broken links on Contact Us page	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