If the customer reports a software problem, the customer software consultant should enter the problem into the Software Consulting-Customer Support Log Template. The consultant should determine if the problem is:
The consultant should act to resolve the problem, updating the activity record in ITSW111-3 SOFTWARE CONSULTING-CUSTOMER SUPPORT LOG, as needed. The Customer Consulting Manager should review, analyze, summarize, and report on consulting activity, as documented in the Software Consulting-Customer Support Log, and submit such a report to IT Management on a monthly basis, at a minimum.
IT Management may identify problems in and recommend revisions to the consulting process as a result of such reports. When the consulting process has been changed, IT Management should review the process within one month, to ensure that prescribed changes have been implemented and are yielding the desired results.