Organisation for support of a global application

Sammanfattning: Since organisations are expanding geographically the need for global applications has become extensive. This work examines how a global support organisation should be organised, with respect to communication and technical aspects, when providing support for a global application to a user organisation. This work has been accomplished through a literature study and an interview study. The result from the investigation shows that a decentralised support organisation is superior to some extent. Specially when it comes to communication but both the literature and the respondents claim that communicating with people from different countries with different languages is something you get used to over time. It is however not superior to implement too many sites since it is expensive to have several support centres. The conclusions of this work are that the literature claims that decentralisation is the approach to have if the infrastructure is in place, the respondents however, believe that it is too expensive to decentralise too much.