...
- challenge: issue monitoring and aggregation
- use a case study (homework to be sent by 11/1/2011) from Chris and Anne
- also send prior to meeting Support Leaders proposal (Oliver)
- define issue and problem (ITIL definitions) to set context
- get agreement from group that everyone in organization has a customer support role (that's why LWG is a good group to tackle this)
- review case study
- get agreement from group that this is an challenge we need to address
- review Support Leaders proposal (daily trends queue)
- have group discuss whether this proposal is the right tool
- have group discuss how to expand proposal to address more universal (what's the information flow?)
- have group come up with alternate approach or solutions
- create plan to implement