Summary
Support is a critical part of any IT infrastructure. If you have a product, which in our case is a collection of systems and software, you need to support the people using them. Although not all organizations need a three-tiered model, some sort of support system should be in place to appease the masses. In a 24/7 production environment, system administrators at the very least should be available on the back end of this support infrastructure in an on-call capacity, and implementing a rotation schedule to prevent system administrator burnout during heavy “fire fighting” periods.
The tools used by support staff are also important. Both complex help desk management systems like Remedy and simple banner messages like a note in the message ...
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