November 28, 2007
When you manage a software development firm you are often asked which department costs you the most. Varied answers are available debating amongst “Development” and “Sales / Marketing”, but my experience teaches me that it is “Support”.
The people, policies and technology are often quite difficult to manage leading to increased “Support Calls”. The human nature asks for external as well as internal support within an organization.
Support Systems are often categorized by the nature in which they were developed.
Managing support requires:
Areas that need proper controlled forces are:
Support ticketing trends / reports are measured using three main criterias:
Support systems are formally designed a three tier architecture. The tier three support being the most complex and the tier one support being the comparatively simpler questions.
Any organization either big or small usually needs a support system and a dedicated department to answer the clients questions.