Free Service Management Resources

Recently, I have spoken with a number of colleagues who have pointed me in the direction of free resources - eBooks, diagrams, MP3's and videos - on the internet and thought it worthwhile canvassing wider to create a more comprehensive list.

I regularly talk with people who tell me of 'this site' or 'that site' that has some really great information that has helped them in their role.

So, I am looking for contributions from colleagues: have you found any helpful resources online; are there any exam help-sheets, process maps, job descriptions, kpi lists; have you joined any forums or google groups; do you subscribe to any great RSS feeds, do you read any informative Squidoo lenses?

I would like to collate a source of helpful information, not just for newbies to the industry, but for the 'snow-on-the-roof's' too!

Thanks, in advance, for your valuable assistance.

Grant