Project Management

Building Your IT Support Environment

From the Disciplined Agile Blog
by , , , , , ,

About this Blog

RSS

View Posts By:

Scott Ambler
Glen Little
Mark Lines
Valentin Mocanu
Daniel Gagnon
Joshua Barnes
Michael Richardson

Recent Posts

Videoconferencing Tips - How to Have Effective Calls

Examining the differences between DA and existing PMI materials

Spotlight on Product Portfolio Funding

Spotlight on Optimizing Flow

The End of Agile? No, the End of Undisciplined Agile.


Categories: DevOps, Support


An important aspect of Support that is easily forgotten is the need to build out your infrastructure to enable your support efforts.  This may include:

  • Creating a support knowledgebase so that your Support Engineers can capture solutions to the problems they solve.
  • Provide access to the support knowledgebase to support self-service by end users.  This access is often limited for privacy reasons – end users should have access to solutions to common problems but not the details to specific incidents.
  • A support environment to simulate problems.  In some cases, such as an online trading system perhaps, you don’t want your Support Engineers trying to diagnose end user problems on the live system itself due to potential side effects of doing so.
  • Installing communication systems such as chat software and a phone/call in system.
  • Automated support systems such as integrated voice response (IVR) and artificial intelligence (AI)/bots

Figure 1. High-level architecture for a Support environment (click on it for larger version).Support desk architecture

Posted by Scott Ambler on: November 19, 2017 11:01 AM | Permalink

Comments (0)

Please login or join to subscribe to this item


Please Login/Register to leave a comment.

ADVERTISEMENTS

"The industrial revolution was neither industrial nor a revolution - discuss"

- Linda Richman

ADVERTISEMENT

Sponsors