110.0 Organizational Definition

120.0 Support Organization

• 121.0 Support Activities

  • 121.1 Environmental Changes

  • 121.2 Status Reporting

• 122.0 Applications

• 123.0 Clients

• 124.0 Application Support Team

  • 124.1 Dispatcher

  • 124.2 Primary Support Analyst

  • 124.3 Backup Support Analyst

  • 124.4 Application Support Manager

• 125.0 Support Processes

  • 125.1 Contact Support

  • 125.2 Respond to Client

    • 125.2.1 Determine Problem Priority

  • 125.3 Track the Problem

  • 125.4 Resolve the Problem

    • 125.4.1 Cause and Effect Analysis

    • 125.4.2 Root Cause Analysis

    • 125.4.3 Pareto Analysis

    • 125.4.4 Escalation Processes

• 129.0 How to Measure

140.0 Managing the Organization

• 141.0 Managing the Support Organization

150.0 Miscellaneous Topics

• 151.0 Disaster Recovery

• 152.0 Documentation Inventory

• 153.0 Software Change Management

• 154.0 Coaching and Training

• 155.0 Estimating Larger Work Efforts

• 156.0 Is Support or Project Work More Valuable?

• 157.0 Support Team Staff Cutbacks

• 158.0 Information Retention

160.0 Related Topics

• 161.0 Discretionary Requests

• 162.0 Projects

• 163.0 Product Management

• 164.0 Product Subject Matter Expert

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