ABSTRACT
When somebody outside your support department looks at it, what do they see? Can they even discern it at all? Some support departments are part of IT as a whole. Some are loose, project-based operations which form into a service to solve a certain problem, then disband. Some are just a group of PC technicians who report, through their team leader, to one of IT’s managers. And then some helpdesks purport to be the whole support service, when in fact they only front it. For some companies, support is what the developers do when the telephone interrupts them from their developing.
