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Managing Service Work

Summary

This best practice offers tips for managing unnplanned and/or ongoing support and service work.

Many best practices are focused on a Contributor’s participation in planned work, often from a project-oriented perspective.  While that is where a Contributor spends a portion of their time, many Contributors in an service environment spend the majority of their time on service work.  Service work typically includes, but is not limited to, the support and maintenance of existing applications or hardware.  To upgrade or install a new application might be considered a project.   Service work covers the day-to-day work involved with keeping the lights on and all systems running smoothly once the system is operational.

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