Define Procedures for Support

Use

To define procedures for the support organization

In particular, to define the procedures for communication between support and the different teams in the organization

Prerequisites

Defined and formalized support requirements

Procedure

Define the following:

·         How a user reports issues, problems, and development requests

·         Workflow of problem reporting and its resolution

·         How the monitoring team reports issues and who is in charge of issue resolution

Result

Defined support procedures