Site Map

Premium pages that require a SupportStep license are designated with (P)

Home

100.0 Welcome

• 101.0 The Value of SupportStep

• 102.0 Caveats and Assumptions

• 104.0 SupportStep Overview

• 105.0 SupportStep Principles

110.0 Organizational Definition

120.0 Support Organization

• 121.0 Support Activities (P)

  • 121.1 Environmental Changes (P)

  • 121.2 Status Reporting (P)

• 122.0 Applications (P)

• 123.0 Clients (P)

• 124.0 Application Support Team (P)

  • 124.1 Dispatcher (P)

  • 124.2 Primary Support Analyst (P)

  • 124.3 Backup Support Analyst (P)

  • 124.4 Application Support Manager (P)

• 125.0 Support Processes

  • 125.1 Contact Support (P)

  • 125.2 Respond to Client (P)

    • 125.2.1 Determine Problem Priority (P)

  • 125.3 Track the Problem (P)

  • 125.4 Resolve the Problem (P)

    • 125.4.1 Cause and Effect Analysis (P)

    • 125.4.2 Root Cause Analysis (P)

    • 125.4.3 Pareto Analysis (P)

    • 125.4.4 Escalation Processes (P)

• 129.0 How to Measure (P)

140.0 Managing the Organization

• 141.0 Managing the Support Organization (P)

150.0 Miscellaneous Topics

• 151.0 Disaster Recovery (P)

• 152.0 Documentation Inventory (P)

• 153.0 Software Change Management (P)

• 154.0 Coaching and Training (P)

• 155.0 Estimating Larger Work Efforts (P)

• 156.0 Is Support or Project Work More Valuable? (P)

• 157.0 Support Team Staff Cutbacks (P)

• 158.0 Information Retention (P)

160.0 Related Topics

• 161.0 Discretionary Requests (P)

• 162.0 Projects (P)

• 163.0 Product Management (P)

• 164.0 Product Subject Matter Expert (P)

Terms and Definitions

Site Map

Site Search

Terms and Conditions of Use

Templates and Downloads

SupportStep Licenses

• SupportStep License Agreement