Title: Doesn't hit the goal
Product review: This book is insufficient and inadequate: has not enough in amount or quality to satisfy its purpose.Chapter 1, "Levels of Support", give fair information to a beginner about the paradigm of the levels of support, and may be helpful for an individual who applies for technical support. This chapter assists to become aware of an internal structure of the organization, which provides technical support.The rest of chapters seem to be targeted not to individuals who ask for technical support but for technical support professionals. These chapters do not reach their goal. The information is incomplete and discontenting. The author would better write a better book for technical support applicants, not professionals.I would recommend "IT Problem Management" by Gary Walker instead of this book.
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