[debian-edu-commits] [Debian Wiki] Update of "DebianEdu/Documentation/ITIL/Support" by PetterReinholdtsen

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The "DebianEdu/Documentation/ITIL/Support" page has been changed by PetterReinholdtsen:
https://wiki.debian.org/DebianEdu/Documentation/ITIL/Support?action=diff&rev1=27&rev2=28

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- ## page was renamed from DebianEdu/Documentation/en/ITIL/Support
  = Service support =
  
  As mentioned in the introduction, it is recommended to begin by establishing an office for centralized operations to allow you to manage tickets. The benefits of this come quickly and are visible, which is important for customer and user satisfaction.
@@ -31, +30 @@

  
  Previously, enquiries were written in paper logbooks. Today software is used to record the enquiries in a "Request Tracker". It is crucial for operations to log enquiries. This is basically for error handling, user requests, and prioritization of the various incidents. Log entries are important to prevent recurring errors. Because operational events are periodically reviewed, an assessment of fixes and priorities can be made. The log also provides a basis for improving the service by debugging problem services and applications based on what users perceive as problematic.
  
- Thus the log of requests is a basic and necessary tool for both users and the service desk. There are several freely available systems for logging requests with good documentation <<!FootNote(RT Essentials: http://www.oreilly.com/catalog/rtessentials/chapter/index.html
+ Thus the log of requests is a basic and necessary tool for both users and the service desk. There are several freely available systems for logging requests with good documentation <<FootNote(RT Essentials: http://www.oreilly.com/catalog/rtessentials/chapter/index.html
- )>>. Skolelinux Drift uses RT <<!FootNote(RT: Request Tracker: http://www.bestpractical.com/
+ )>>. Skolelinux Drift uses RT <<FootNote(RT: Request Tracker: http://www.bestpractical.com/
  )>> to handle requests.
  
  One important thing when starting up support is not to get too tough a start. Do not try to achieve everything at once; bet rather on "quick wins" that keep the user informed, and aim for quick response times. It is also important to clarify who the service desk should forward events to, if they can not solve the issue themselves. The support desk must also check whether there will be disruptions for the user. This makes it quick and easy to give feedback.
@@ -548, +547 @@

  
  === Feasibility study ===
  
- < FIXME>
+ < FIXME>
  
  === Determine current situation ===