Secrets of Support Success after Software DevelopmentTuesday, February 14, 2006
If one can take the following tips and techniques for their Software Development business it will increase the chances of success at supporting their system once that goes for production.Critical support request by the requester: In the process of Software Development the most successful and supportive engineers are the one, who recognizes from the point of view of requester’s, the only thing is that, the support engineer should be concentrating on resolving of that problem very soon.
Support engineers are like sales team for the Software application: When the support engineers produces a positive image of Software Development Application, they often teaches to use it more effectively and do their best to resolve requests efficiently on behalf of your users and it will be satisfied with the Software application. While on the different side of that, if the support engineers have a bleak attitude and bad mouth, the application of your user community will quickly become disenchanted with the supportive staff of Software Development team.
Objective of supporting the user community: The important objective of each and every Software Development department should be to support the user community and support should be your Information Technology department’s first priority, not the last.
nless the requester feels satisfied, support request is not resolved for Software Development team: For closing a support request, one must first ask the person who made it whether it feels that the resolution met the requirement and needs. This is a basic client service issue that based on the precept and truncated IT service transactions which result in unnecessary grief and frustration for the registrar.
Not only the need to develop and then deliver software application to the user community, it also needs to keep it running after completion of the production process. The company’s approach is to system support with an important part of the overall production processes, once that is ignored at their own peril. Successful Software Development team takes supportive issues into account at the time of building systems, and ideally, they work with supportive staff to ensure that their needs should met.
There is input for the support process that is a support request from someone like a requester. The support request might be in the form of phone calls or an e-mail message via internet, a fax or an entry into a support request database. The different types of support systems like users may ask questions ranging from how to use Software Application and how to obtain training for that particular application; someone may submit a change request that describes either a new application feature or a potential defect; or the request could indicate that a Software Development license has expired.