Identify Requirements for Support

Use

To identify the requirements for support

You need to understand what kind of problems get solved, at what time of the day, and how much time elapses from when the problem is reported to when it is solved.

There may be different service level commitments for various parts of the system.

Prerequisites

A good understanding of the company standards for support, the business processes involved and the business role of the system

Typically, cooperation and resources from the functional teams

Procedure

Answer the following questions:

1.       What is the problem?    
Sample answer: I can’t register a sales order.

2.       Who has the problem?
Sample answer: A user in the US at 02:00 CET.

3.       How is the problem reported?
Sample answer: Electronically in our support system.

4.       Who can solve the problem?
Sample answer: An Internet sales specialist in combination with a technical specialist to do the transport.

5.       What is the business impact?
Sample answer: Loss of one sales order and potential loss of a customer.

6.       How long does it take to solve the problem?

Result

Identification of support requirements