Software maintenance & support best practices

[alcri]

I was wondering if someone could recommend some white papers or articles on production support best practices in an IT company.
We are struggling with handover from implementation teams to application support teams and we would like to be able to better define roles/ responsibilities for the handover as well as for the complete process from the moment the client initiates a support call to its resolution. Any interesting articles, process charts, best practices you have run into are much appreciated.

Thanks

 

[GregLamberson]

alcri

I didn't spend allot of time rummaging around, but you might find something useful here:

http://www.itpapers.com/

Greg Lamberson, BS, MBA
Consultant - Upstream Energy
Website:

http://www.oil-gas-consulting.com