Review: You Want us to Support WHAT!? Negotiation, Delivery, and Cultivation: The Gateway to Excellent Service Deployment

Personally, I agree with Nathan Carpenter and Ryan Tucker in their article "You Want us to Support WHAT!? Negotiation, Delivery, and Cultivation: The Gateway to Excellent Service Deployment," They are trying to give the Help Desk more input into the services that they are providing. Carpenter and Tucker started out by writing about the "PAST" of their business, when the help desk had very little to say in the process of making the service, and, if they did, they were left to the very last.Then they wrote about the "PRESENT" in which they now have the Help Desk "at the table" and having a open say into the service. Finally they addressed, their "FUTURE" which is being updated continually. From there, they went on to describe the path that their Help Desk follows by showing a seven-step process to success:

1. "Active Listening" 
2. "Early involvement" to "help shape a project" 
3. awareness of "What is happening" and "When is it happening" 
4. "Understand the scope, consequences and problems anticipated"
5. "Establish clear escalation paths and expected turnaround times" 
6. "Preparation for support, which includes building a knowledgebase, announcing charges, receiving training, establishing communications with customers"
7. Finally, "Gather Data and share feedback."

As I said a the start of this review, I agree with Tucker and Carpentener, mainly because I like the fact that they are giving the Help Desk more input into the service right from the beginning. They also had a easy to follow process of steps to follow.