News..................................................................................................
Special SSPA Conference Section Including this year's winners of STAR Awards for Best Practices, winners of the "Meet the Authors" book drawing, and photos of the event!
The New Wharton School/SSPA Program Begins June 19 “The Wharton/SSPA TSSM Program provides the unique curriculum that service & support professionals need in a format that optimizes learning and retention. I highly recommend it.” -Brent Potts, Sr. Director Consumer Support & Service, HP
The iPod is in the mail! Thank you to everyone who participated in last week's SSPA Program Update invitation to update your online profile.We're proud to announce Robert Druhot of Advanced Solutions International has been randomly selected as the winner of a new iPod Nano! Robert--your iPod is in the mail!
Features.............................................................................................
A Support & Maintenance Imperative: Moving to a New Level of Value-Added Services By Shawn Santos, Senior Program Manager, SSPA —
 There’s an old saying that timing is everything. Our time is now. Evolving beyond the predominant “break/fix” support model to providing high impact, value-enhancing services that accelerate your customers’ time to ROI represents a significant business opportunity for technology companies of all shapes and sizes. Indeed, it may be the key to your long-term success. Full article
The 10 Commandments of Knowledge Management By Francoise Tourniaire, Principal of FT Works  —
Support managers know that knowledge management is critical to the success of their organizations, both because it’s the foundation for self-service and also as the main reference tool for the support staff. So why is knowledge management such a struggle? This article identifies the 10 basic rules for successful knowledge management in support organizations. Full article
The Benefits of Industry Certification By Ann Miller, Manager, Talent Management & Development, SSPA —
 Certification establishes a standard for achievement and recognition within an industry. Representing the service and support industry, the SSPA has focused resources on a series of certifications for the individual to optimize customer service skills. Full article
Offshoring Challenges: When the Vendor Honeymoon Ends By M. M. “Sath” Sathyanarayan, President of Global Development Consulting, Inc — 
Many companies are finding that once the “honeymoon period” in offshoring is over, issues tend to crop up with the vendors. Why is this, and what can you do about it? Full article
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you. Please email the editor at
sspanews@thesspa.com.
Interested in Submitting an Article for the SSPA News? Do you have knowledge, ideas, or experiences to share with your peers? If so, the SSPA would like to invite you to submit an article that will help foster the advancement of the services and support industry. Please click here for more details, or email Shawn Santos directly.
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