140.0 Managing the Organization

Much of the effort associated with managing a support team is making sure the team is organized and has good support processes to follow. These are the primary areas of focus for the SupportStep Application Support Framework. Once your support organization is structured in an effective way, you need to manage the workload on an ongoing basis. This section describes some of the planning and financial processes involved with managing a support team.

Details on managing the support organization are in the following sections.

141.0 Managing the Support Organization

  • Ensuring Proper Support Coverage

  • Workload Forecast

  • Forecasting Staff Allocation per Application

  • Workload Actuals vs. Forecast

  • Support Team Assessment

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