This diagram is a good beginning to support. However it misses some key concepts that improve support services. For instance support isn't just a matter of logging, tracking and escalating cases. It is important to track trends and understand Root Causes.

Also what about configuration Management. Assets should be an important factor as we need to know which system (and potentially which component) has failed.

I could write pages about this more specifically however this is already done using a global best practices called Service Management (or ITIL) go to http://www.itsmf.com/ for more information.

Salesforce.com follows a methodology for Sales why can't it do the same for support?

Thanks for the input Darren. Are there other methodologies you think we should consider?

doe anyone else get a feedburner window while submitting a comment?

I strongly agree with Darren. Salesforce.com has an excellent SFA tool and potentially as good Service and Support. With small improvements in Products, Assets and Workflow areas it can be adapted as a basic ITIL compliant tool.
Regardless of what IT community thinks ITIL is one the best frameworks we can get to became measurable and controllable unit.

Personally I would like to see closer alignment of SFDC functionality with ITIL processes.

The key feature that will help us support ITIL will be case hierarchy relationships. The ability to have parent and child cases. I expect this by middle of next year.

Thanks Larry that sounds like a step in the right direction.