Support and service are necessary in governance IT environments to connect end-users, applications, and the organization. A service and support center provides phone guidance, incident management, and problem management to end-users. It also manages application configuration, releases, interfaces, and authorizations. The center analyzes and reports data. Setting up such a center first requires defining a service strategy and methodology. It also requires quantifying needed human resources and estimating management resources. Business processes, methods, procedures, and service level agreements must be established.

1. Support & Service in Governance IT environments