Chapter 9. Process and Practice
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 ...
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