Discussion of a topic not often covered in software engineering books. Based
on real world experience running a large enterprise support organization responsible for
a portfolio of web applications managing hundreds of millions of dollars of revenue.
The scope, methods, and techniques of organizing and managing support engineering
organization are presented and explained. This includes software delivery, software
maintenance, software evolution, and more. Discussion of concepts of system drift
introduced for the first time.
Keywords: Software support, software support engineering, proactive
monitoring, ITIL, incident response, problem management, change management,
system drift, support framework.
