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Video of A Hierarchy of IT Needs: Customer Service Training 101 in Customer Service course by Don Crawley, Author of The Compassionate Geek channel, video No. 91 free certified online
http://www.doncrawley.com Crawley's Hierarchy of IT Needs is designed to make you think about priorities when designing systems, when upgrading systems, and when interacting with end users. Whether you're a help desk staffer, a DBA, or a systems architect, Crawley's Hierarchy of IT Needs should make you think about the systems you design or support and their relevance to the end user, and help you prioritize projects, based on fulfilling a need and working for the ultimate customer, your end user.