1. Knowledge
1.1. Easy to build and maintain
1.2. Easy to share
2. Clients
2.1. Front Office
2.1.1. Time constraint
2.1.2. Be succinct
2.1.3. Walk around every day
2.2. Middle/Back
2.2.1. Attention to details
2.2.2. Train
2.2.2.1. Identify lacking areas
2.3. Audit and Compliance
2.3.1. Time constraint
3. Incident Management
3.1. Communicate frequently
3.1.1. Audience
3.1.1.1. to management
3.1.1.2. to users
3.1.1.3. Depending IT Support
3.2. Name owner
3.2.1. Change owner when/if necessary
3.3. Communicate clearly
3.4. Means of communication
3.4.1. emails
3.4.2. Squawk box / turret
3.4.3. Walk and talk to the users
3.4.4. Conference call
3.4.5. Phone
3.4.6. Chat room
3.4.6.1. Timestamp
3.5. Prioritized by
3.5.1. User type
3.5.2. Impact severity
3.5.3. Impact breadth and depth
4. Problem Management
4.1. Aim: Prevent repeat
4.2. Post mortem
4.2.1. Root cause analysis
4.2.2. Timeline
4.2.3. Description
4.2.4. Impact
4.2.5. Remediation
4.2.5.1. Tactical
4.2.5.2. Strategic
4.2.6. Classification, severity
4.3. Remediation tracking
4.4. Prioritized automatically
4.4.1. by Severity
4.4.2. by Impact
4.4.3. by Chance of repeat
5. Testing
5.1. Good to have
5.1.1. New functionalities
5.2. Helps Support tinker
5.3. Automate regression
5.4. Not a priority for the Support role
6. Monitoring
6.1. Categorize
6.1.1. Red: We have a problem
6.1.1.1. Act now
6.1.1.2. Dangerous to our business
6.1.2. Amber: Something is wrong
6.1.2.1. Keep an eye on it
6.1.3. Green: All good
6.1.3.1. Ignore
6.2. Maintain
6.2.1. Too many reds
6.2.1.1. Top talker
6.2.1.2. Black out windows
6.2.2. New releases
6.3. Keep on a screen at all time
6.4. Push/Pull?
6.4.1. Ideally push
6.4.1.1. Apps interface directly with monitoring
6.4.2. Pull as a lowest level
6.5. Qualities
6.5.1. Educative
6.5.1.1. Dashboards
6.5.2. Proactive
7. Ticket management
7.1. Easily mined for KPIs
7.2. Extremely fast entry
7.2.1. Low cost on the troops
7.3. Omnivorous inputs
7.3.1. Emails
7.3.2. Directly from supported app
7.3.3. Within ticket management app/website
7.3.4. As Support picks up the phone
7.4. Prioritized by Support team
7.4.1. Business role
7.4.2. impacted activity
7.4.3. $$$ impact
7.4.4. hierarchy
7.4.5. Compliance
8. Capacity management
9. Mission
9.1. Provide stability for the production systems
9.2. Prevent and address user issues
9.3. Help protect production from change management
9.4. Help improve systems
10. Change Management
10.1. Change Approval Board
10.2. Review quality of change
10.3. Rollback procedures
10.4. Monitoring
11. Team
11.1. Recruiting
11.1.1. Abilities and Skills
11.1.1.1. Technical
11.1.1.1.1. Log handling
11.1.1.1.2. System basics
11.1.1.1.3. Know your tools
11.1.1.2. Support
11.1.1.2.1. User-oriented
11.1.1.2.2. Investigative
11.1.1.2.3. Follow up
11.1.1.2.4. Escalate
11.1.1.2.5. Communicate
11.1.1.2.6. Tinker
11.1.1.2.7. Ownership
11.1.1.3. Business
11.1.1.3.1. Assertive
11.1.1.3.2. Understand and relate
11.1.2. Resume sourcing
11.1.2.1. In-house HR
11.1.2.2. Headhunter partners
11.1.2.3. Alumni and networks
11.1.3. Salary range
11.2. Stress control
11.2.1. A time for focus and pressure
11.2.1.1. You do not decide when
11.2.2. A time for relief
11.2.2.1. Take it when you can
11.2.2.2. Projects
11.2.2.2.1. Diversify the role
11.3. Training
11.3.1. In-house webinars
11.3.2. Dev-provided
11.3.2.1. New features
11.3.2.2. New projects
11.3.2.3. Refreshers
11.3.3. Peer-provided
11.3.3.1. Wiki
11.3.3.2. Step documents
11.3.3.3. Quiz
11.3.3.4. Shadow
11.3.3.5. Demo and Q&A
11.4. Communication
11.4.1. Cohesion
11.4.1.1. Regular team meeting
11.4.1.1.1. Management updates
11.4.1.1.2. Business updates
11.4.1.2. Drinks and off-sites
11.4.2. 2-way feedback
11.4.2.1. Mid-year review
11.4.2.2. End-of-year review
11.4.2.3. Spontaneous praise
11.4.2.4. On-the-spot constructive criticism
11.4.2.5. Weekly or bi-weekly 1-on-1
12. Partners
12.1. Development teams
12.1.1. Not your enemy
12.1.2. Not your boss
12.2. Infra
12.2.1. Unix
12.2.2. Windows
12.2.3. Database