Supportprocessen

Supportprocessen refers to the set of activities an organization uses to handle user requests, incidents, problems, and changes related to products, services, or IT systems. The primary objective is to restore normal service operation as quickly as possible while minimizing business impact and ensuring a consistent level of service.

Key components of supportprocessen include incident management (restoring service and minimizing downtime), request fulfillment (handling standard service requests), problem management (identifying and addressing root causes to prevent recurring incidents), knowledge management (creating and sharing information to enable faster resolution), and change management (coordinating changes to avoid disruptions). Many organizations also include release management and service level management as part of a broader service management approach.

Support is typically organized in tiered structures, such as L1 (frontline support handling common issues), L2 (specialist technical support), and L3 (most complex problems or escalation to development teams). Channels for receiving requests often include phone, email, chat, and self-service portals, with tickets used to track status, priority, and ownership. Triage, categorization, prioritization, escalation, and timely communication are core activities in the intake phase, followed by resolution, verification, and closure.

Governance and standards, such as ITIL, ISO 20000, or other framework adaptations, guide process design, service catalogs, SLAs, and continual improvement. Key performance indicators typically include first contact resolution, mean time to repair, SLA compliance, user satisfaction, and backlogs. Effective supportprocessen improves user experience, enhances service reliability, and supports operational efficiency through standardized processes and knowledge sharing.