Introduction to NonStop Operations Management

The Operations Staff

Introduction to NonStop Operations Management–125507

2-14

A Technical Support Group

The example in Figure 2-5 shows a centralized technical support group for Tandem

systems within a large data processing environment. The technical support function can

either be centralized into a single group or can become part of the various organizations

in an existing data processing organization. Experience has shown that the centralized

group approach is best. A centralized group becomes the center of Tandem expertise

within a company and provides support more efficiently than a decentralized technical

support group. The group shown in Figure 2-5 provides senior-level and line-

management support.

Figure 2-5. A Technical Support Group

Technical Support

Specialist

Tandem Technical

Support Manager

LM = Line-management tasks

SL = Senior-level tasks

Support Analyst

008