Features.............................................................................................

2005 SSPA STAR Awards for Best Practices – Nomination Forms Available Now.
Be acknowledged by your peers for your service and support excellence. This year’s awards recognize those who have developed the most innovative, effective processes for support operations and delivery. Full article

Customers Take the Power Seat – Software vendors have long wielded power over customers but those times are gone. Customers now sit in the power seat and are demanding much more from their technology providers. Full article

Executive Insight: How DoubleClick Manages its Outsource Partnership – Learn how DoubleClick has been successful in outsourcing some of its services to India and what they had to do internally to make the relationship work. Full article

News & Analysis.................................................................................

VERITAS Support Drives New Product Launch – Supportability features, driven by the support organization, made big news at the launch of VERITAS Backup Exec 10.0. Full article

SAP Safe Passage Includes PeopleSoft Support Organization – SAP acquired TomorrowNow, a third-party provider of PeopleSoft support to ensure joint SAP/PeopleSoft customers have the support they need today – and a migration path for the future. Full article