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1. |
A support methodology must be flexible and scalable,
based on the size and complexity of the underlying applications. It does
not make sense to put a large support framework in place for small
companies with a couple basic applications. Likewise, the informal and
loose nature of managing and running a small support organization will
not be effective or efficient for large organizations with many people
and many applications. |
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2. |
One of the key tenets of SupportStep is that support
of existing business applications is always the first priority of your
organization. Your organization may be counting on projects and
enhancements to deliver future value; however, normally you cannot take
your eye off the support for your current production applications. Of
course, not all business applications have the highest priority. Some
applications that are of secondary importance to the business might be
down while other priorities are worked on. However, generally the
support function is the most highly sensitive and is the area that needs
the most ongoing and continuous focus. |
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3. |
Many of the concepts of SupportStep can be used for
managing certain aspects of any support organization. However, there are
also some components of SupportStep that are directly targeted at IT
business application support. |
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4. |
There are many aspects of the support function that
are reactive in nature. However, that statement should not imply that
the environment is out of your control. Much of the content in
SupportStep is designed to organize the support function to operate as
efficiently and effectively as possible. If an organization is prepared,
organized, and looking for ways to improve, they will be much more able
to manage support proactively. |
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5. |
Just as in a project, a successful support
organization requires a partnership between the support team and the
client. The support level will be much less effective without active
participation from the client. |
