04
Feb
10

Drafting A Service Support Document

In all support processes, most organisations looks at multi-level technical support.  The reason for such multi-level structure is to provide best possible service to support the customer efficiently. Typically we always look at 3 level of service support structure is suffice – frontline (Tier 1), advance support (Tier 2) and development (Tier 3).  In most cases, activities for Tier 3 also comprise to perform problem management and change management processes.

These information are to include in this document:

  1. Understand the infrastructure design of the solution(s)
  2. Under the functionalities of the solution(s)
  3. Describe the services to be supported
  4. Define the support scopes for each level
  5. Define the roles and responsibilities of the IT support and Customer
  6. Use version control to track  the changes made
  7. Include escalation processes/workflows
  8. Review period of the document
  9. Define the IT support availability/working hours.  This has to align with the business operation hours if necessary.
  10. Define the prioritization table (Priority vs Impact vs Resolution Time)
  11. Communication of downtimes and escalation contacts

With the above, you can easily write out a good draft of the service support document without facing ‘writer block’ 🙂

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