March 2001
Intermediate to advanced
256 pages
6h 26m
English
Content preview from IT Problem Management
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Chapter 12. Motivation
World-class processes and the best tools available will not make your service center the best of class and may not increase your customers' level of satisfaction. Processes and tools are simply enablers that give you and your service center staff the opportunity to satisfy your customers. Taking advantage of those opportunities—or not—is a choice that each and every member of the service center staff makes, all day long.
Making the choice to do everything possible to help the customer is solely dependent on the individual's motivation to do so. Two highly skilled carpenters with the same skill levels and the same tools can produce radically different results on the same project, depending on their motivation and enthusiasm. ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
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I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.