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Planview Customer Success Center

Support Tickets

Capability Definition Business Outcomes
  • Within the “work” portfolio of an organization there will typically be two types of work;
  • Project work (as described in the Project Management Business Capability)
  • On-going Maintenance/Support Work, sometimes referred to as Business as Usual (BAU) or “Keep the Lights On” (KLO)
  • This capability block will ensure that there is a process in place to capture the demand for on-going work and to manage the resource commitments to this work.
  • Governance processes for this type of work will be light.
  • Non project work is identified and managed and resources assigned so that the impact of this routine support and maintenance type work on organizational capacity is understood.