i am new in Support. i am asked to highlight the risk existing in suport . kindly guide me what are the areas where i can jump in. i jus have time till this Friday. so i am looking for the best palces where i can dig and get effective risk.
It all depends on what your specific Support organization is responsible for. If you don't have control over something then it could be a risk from your point of view if it increases call volume. Take a look from a high level at what a call does, and is handled in your organization, then try to figure out what might go wrong at each step of the way. That should get you started.
Nothing learns better than experience.
"So as I struggle with this issue I am confronted with the reality that noting is perfect."
A significant risk would be having no front end up for a major outage. To increase that significance would be having employees who are not trained to update the front end message during a major outage.
I've seen multiple migrations (help desk/client side) on the same day cause help desk companies to go bankrupt.
Software Testing, Second Edition: "Intelligently weighing the risks and reducing the infinite possibilities to a manageable effective set is where the magic is."