A recent survey conducted by Help Desk Institute (Colorado Springs, CO) indicates that upgrades are the most likely reason for an increase in support calls. Over 3500 Help Desk Institute members were asked to name the three most likely reasons for any increase in calls, as well as the three most likely reasons for a decrease in calls. The DMTF (Desktop Management Task Force), an organization of about 300 hardware and software vendors, is working on a variety of efforts to decrease the number of incoming calls, including the establishment of a standard set of APIs that access desktop systems, components, and peripherals to bring interoperability and management to desktop computing.
Illustration: Reasons for an Increase in Support Calls
Illustration: Reasons for a Decrease in Support
Calls
Flexible C++
Matthew Wilson
My approach to software engineering is far more pragmatic than it
is
theoretical--and no language better exemplifies this than C++.
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Why Users Sometimes Fear Upgrades
