Building a Support Organisation

Are your most expensive people busy answering customer queries instead of developing your product? Perhaps the unavailability of your software is business-critical and you have secured your first client expecting 24/7 support. This may indicate that you are ready to professionalise your support organisation.

As part of this service

  1. We will discuss the three key ITIL processes that form effective technical support:
    1. Incident Management
    2. Problem Management
    3. Knowledge Management
  2. We will determine the necessary work regimes and the anticipated volume of enquiries
  3. We will talk about the tiers of technical support. I will propose a work rota in line with employment regulations.
  4. I will build an ROI model for this investment, which will indicate when and who you should hire.
  5. Together, we will design the best knowledge management model for the support organisation.

In the end, you will receive

A work rota for the support department and an ROI model.

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Photograph of Michał Kułakowski