Application Support Framework
Overview of the SupportStep™ methodology
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 build and run the application support function consistently throughout the company. SupportStep provides value to your company in the following areas.
In many companies, the place to start evaluating your support function is through a formal organizational definition. Depending on the size of your company, the formal definition could be at the company, division, department, group, or team level. This process helps you think through and gain agreement on the fundamental nature of your organization. Examples of the types of information that could be included in the organizational definition would be mission, vision, strategy, and principles. It is also important to define who your clients are.
Once you have the foundation provided by an organization assessment, you can look at your support organization to determine the best way for them to be managed and to operate effectively. SupportStep helps to define a common business model that can be used as a starting point. The various areas SupportStep covers include:
The content in this section is used in two instances. The first is when you are putting together a support function for the first time. The information in this section allows you to understand your responsibilities and how the work you do aligns with the rest of the company. However, most of the readers of SupportStep already have support functions in place. If you have a support function already, you can still use the Definition section to validate your work, your processes, your clients, etc. In many cases, you will find that the things you do today are perfectly fine. In some instances, you may discover that you want to fundamentally change what you are doing and for whom you are doing it for.
SupportStep also provides guidance on how to manage the support function. This includes how to allocate people, how to plan the work, and how to validate that the actual work is aligned close to your Business Plan.
All support organizations need to work through the various subsections associated with the Definition section. There are other specific activities that the support group may be responsible for. The larger your organization is, the more applicable these advanced topics become. This includes content in areas such as disaster recovery exercises and software change management tools. In many support organizations, these “advanced” topics may really just be a part of the normal expectations for support.
This section includes information on subjects that might be of interest for people working on support functions, but that are not directly related to support. For instance, many people on support teams also perform enhancement requests. These enhancement requests are actually small projects. However, they are managed with much less rigor and structure than regular projects. This topic and others are explained more fully in this section.
Tudo que você precisa para gerenciar projetos!
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