<p><em>"... a fantastic book that shows what it takes to ensure support staff work and operate together, in a formal and efficient manner. The book integrates the topics of human factors and ergonomics to create an incredibly valuable tome. The book details the interactions between people and their working environment, and shows in depth how the work environment can and must be designed to reduce errors, improve performance, improve the quality of work, and increase the work satisfaction of the workers themselves.<br /><br />While the book was written primarily for control room settings, it is relevant for those in IT if they have any involvement in remote support, security operation centers (SOC) and network operation centers (NOC).<br /><br />While the book is of value to anyone involved in operation, those who will find the most value are those charged with the management and operations or large groups or operations. If they have management support to deploy the formal methods detailed in the book, they will find that they can create significantly higher levels of customer and end-user satisfaction."</em></p><p>--Ben Rothke, writing on <em>slashdot.org</em></p>

<p><strong>... </strong>a fantastic book that shows what it takes to ensure support staff work and operate together, in a formal and efficient manner. The book integrates the topics of human factors and ergonomics to create an incredibly valuable tome. ... While the book was written primarily for control room settings, it is relevant for those in IT . ...If they have management support to deploy the formal methods detailed in the book, they will find that they can create significantly higher levels of customer and end-user satisfaction.<br /> --Ben Rothke, writing on <em>slashdot.org,</em> March 1, 2010</p>