(I haven't read this cover to cover but I has more or less read his and Christina J. Hogans book cover to cover I thing and I've also bought a couple of copies of the above book to share.)
Summary of what I've learned and found useful from those and other resources:
Get someone to step in for you half the time. (If only to fill in a ticket or - in a real emergency: call you.)
Manage expectations. (You don't expect hard interrupts except for emergencies. )
Make support requests asynchronous. (Mail, support tickets - not calls. Even when you (or someone else) are available for real time support, - make chat the preferred option.