Hi All, Would anyone have any links, best practice doc's, whitepapers or suggestions on how to provide for a framework and/or process for setting up a Software development support area for a company. For example 1st/2nd/3rd level support for a enterprise application, are there any best practice procedures methodologies to set one up?. I'm particularly interesting processes for 3rd level support area (NOT software lifecycle documents) for eg: bug fixes and how it can be communicated & managed to the business Any input is appreciated.
I would definitely learn more about ITIL, IT Infrastructure Library which is a framework of how to support IT-operations. Learn and adapt the processes so they fit to your needs and organisation.
