All too often, business leaders consider support the center point of their technology plan. They missed the first 7 steps to IT Paradise. The next mistake is building a support system that is built around reacting to critical emergencies. Though extremely important, if the prior steps are properly in place, these instances should be rare. Constructing a proper technology support system is where the productivity of the individual is as important as the whole business. Without that, you could be going through the old Chinese practice of ling chi, death by a thousand cuts. Keeping system users productive must be a focus understanding even a small degradation of systems is a loss of productivity and finances.
Your support team should: