We establish who and what is supported, how requests are classified, where suppliers are involved and how recurring issues become improvements.
An agreed support catalogue, onboarding baseline and issue journey your team can follow.
Choose the closest situation. This changes the context carried into your brief.
The exact statement of work follows discovery; these are the normal components and outputs of this service.
Final ownership and coverage are written into the service schedule. This example shows how boundaries are made visible.
| Activity | Sudo role | Client or supplier role |
|---|---|---|
| User requests and incidents | Support | Client for business priority |
| Supplier escalation | Sudo coordinates | Supplier resolves its service |
| Major system change | Separately scoped | Joint approval |
| Supported-device policy | Sudo administers agreed scope | Client approves |
PlatformsModern workplace devices, identities and cloud applications, with the supported environment agreed before service begins.
AfterwardsSupport can remain focused or become part of a wider IT management operating rhythm.
Agree scope, users, systems, channels and priorities.
Capture the request with context and visible ownership.
Set priority, route and escalation against the service model.
Fix, coordinate or escalate while keeping the user informed.
Document the resolution, change and any remaining risk.
Review patterns and remove repeat causes where practical.
The exact scope follows discovery. These are the questions that usually need an early answer.
The current situation, the outcome you need, the systems or evidence in scope, the decision owner and any deadline or assurance requirement.
Yes. We make responsibilities, access, handoffs and retained ownership explicit rather than assuming a replacement model.
We agree whether the result is handed to your team, supports a defined remediation project or moves into a separately scoped ongoing service.
Bring the current system, constraint or decision. The selected context will already be in the brief.
