Process starts with problem identification/recognition, deciding the course of actions that should be followed and reach a product support solution, which is delivered as a document
Documents are constructed from Information Objects and Information Object Clusters
Information Object: A data structure that represents an identifiable and meaningful instance of information in a specific presentation form
Information Object Cluster: A set of Information Objects, which share a common property and are arranged in a structure S
Document: A set of Information Object Clusters logically structured.