setting up a service center

If you are planning to organize or reorganize your service center, the article Service Center Organization (http://www.harriskern.com/index.php?m=p&pid=377&authorid=&aid=111)from Harris Kern’s Enterprise Computing Group is a must-read. In it, Gary Walker details two models that you might consider, depending on your environment and the complexity and number of service calls your group sees: the Immediate Response Model and the Two-Tier Multi-pool Model. Do you have good ideas for a service center? Let us know what you set up by posting to our service center discussion.