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
Support is typically organized in tiered structures, such as L1 (frontline support handling common issues), L2
Governance and standards, such as ITIL, ISO 20000, or other framework adaptations, guide process design, service