SMART Methodology (Solution Management and Request Tracking) : The Only Authoritative Guide to Creating a Successful Application Support and Maintenance Environment.

Rating:
Summary: Not a lot of Help
Review: To the CIO wanting to improve his or her organization's Support and Maintenance performance, this book unfortunately won't be a lot of help - there are just too many references to the author's own company, and to forms and reports that aren't included. Makes one wonder who, if anyone, edited this book. Another irritating point that distracts from its usefulness is the incomplete index.

Give Dr Thompson credit for starting to address an important but under-valued and under-appreciated subject, but what businesses need is more balance, more substance included, and less of a sales spiel.