Process and Practice

  • Andres R. Sanchez


Taking care of business in our daily jobs takes a lot of distinct actions, decisions, and interactions. We depend on the ability of our coworkers, managers, and even customers to follow a specific set of steps that progress a support incidence from start to finish. This sequential set of events that we do in technical support takes us from the unknown and, perhaps even obscure, into the light of a solved problem. This chapter deals with the formal life of the work, the process. Those things we do every day that make us functional support professionals. In the next few pages, you will learn about processes from both the theoretical and practical levels. This chapter assumes you are already familiar with the processes employed in your current support job and are, at least, somewhat proficient in those processes. The chapter also gets into some concepts that may be unfamiliar to you as we don’t normally hear about them in our support organizations. However, these concepts are intended to incite you to think a bit more globally about the role of support processes and their impact. You will read about the definition and characteristics of a process, the discretionary process principle, and the reasons why we sometimes needs to change processes


Support Group Customer Satisfaction Technical Support Support Organization Mature Group 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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© CA, Inc. 2009

Authors and Affiliations

  • Andres R. Sanchez

There are no affiliations available

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