Hi All,
Would anyone have any links, best practice doc's, whitepapers or suggestions on how to provide for a framework and/or process for setting up a Software development support area for a company. For example 1st/2nd/3rd level support for a enterprise application, are there any best practice procedures methodologies to set one up?. I'm particularly interesting processes for 3rd level support area (NOT software lifecycle documents) for eg: bug fixes and how it can be communicated & managed to the business
Any input is appreciated.
I would definitely learn more about ITIL, IT Infrastructure Library which is a framework of how to support IT-operations. Learn and adapt the processes so they fit to your needs and organisation.
Hi 'The PM'
, Yes I've gone through the site quite in depth,. My issue lies on how do I approach it to our group and actually implement it (practically). My company is a medium sized company and most people are quite aprehensive when you mention buzz words like ITIL, six sigma etc. Would appreciate anyones stories, practical tips on setting up 3rd level support & application maintenance. Saving Changes...
