Technical Support Management

 WELCOME!

Our Mission:  Collaboratively create and maintain documented Technical Support Processes and Practices for support organizations operating in a high technology product company.  

The Challenge: As the technology industry has changed over the years, those of us in the support organizations have learned to adapt and improve our organizations to respond to the changes.  We share information at conferences, make presentations, write books, and white papers.  Unfortunately, there is no single organized repository of those learnings.  We each carry what we have learned with us to the next job, and learn new things as we go.  As new people come into our profession, they learn it over again. 

The Solution: This web site is intended to be a single repository to which we can each contribute, seek answers and solutions to issues we face, share new learnings, and use as a resource to speed the implementation of new processes and programs for our support organizations. The processes and practices published will focus on what has proven to work in providing efective customer support.  There is a wealth of information already available from sources like the SSPA, ASP, AFSMI, APQC, Consortium for Service Innovation plus the very competent group of individuals who provide consulting services to assist.  Our intent is to be a complementary resource, and you will find pointers to content on their web sites where information will supplement what we publish.

Our industry covers a broad range of products and services.  There are many common elements of technical support across them all.  On the other hand there are also unique support needs based on product type - hardware or software; market served - consumer or enterprise.  Our goal is to document best practices at both levels.  Establish and document the common elements and then broaden to the specifics of where things are different.

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