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101.0 The Value of SupportStep |
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The value of support is usually fairly obvious. If you
have projects that deliver business applications, you have a software entity
that is running in production when the project is done. The project team
usually then gets disbanded and goes away, while the business application
transitions from development to support. Normally this implies that the
application has also been transferred from a project team to a support team.
However, even if the project team is still in place, the business
application still transitions from project to support. The support team is
then responsible for ensuring that the application continues to run as it is
supposed to. The support team fixes problems, answers questions, and
generally does whatever is required to maintain the application’s
reliability and performance. They ensure that ongoing value is received
through the life of the application.
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Even though most organizations perform an application
support function, there are a myriad of ways that the groups are structured
and the work is performed. In many cases, the work is done efficiently and
effectively. In other cases, the work is organized and managed very
ineffectively. The purpose of the SupportStep Application Support Framework™
is to showcase a common set of processes, best practices, and templates that
can be used to run the support function consistently throughout the company.
The value of SupportStep is delivered to the company in the following areas.
SupportStep: |
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Provides an overall structure that all groups that are performing support
can follow.
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Sets an overall direction and destination that all support groups can
strive to achieve.
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Establishes
a common set of terms and a framework for thinking that can be used
consistently throughout the company. This helps facilitate communication
and reduces the chances of confusion.
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Provides a
set of management practices that can be used consistently to proactively
manage resources and to align the work to ensure it supports business
initiatives.
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Creates a
common and consistent set of measurements for internal process
improvements and for external reporting to the clients.
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Facilitates
training and cross-training, since the knowledge and skills of how you do
support work are consistent from one area to another.
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Encourages
organizational horizontal planning across multiple groups since each group
is using common terms and a common support framework.
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