As a technology solution is being built and prepared for cutover to operations mode, the project team needs to establish ongoing end user support processes. There may or may not be an existing technology help desk set up to handle phone calls, email, or walk-in requests. Depending on the nature of the solution, the support processes for it can be added to an existing help desk support structure and escalation procedures, or a separate specialized help desk can be created.
The help desk is usually the first line of support for handling requests or problems, especially for the general population of users. Either the help desk operator/technician or the requestor enters the issue into an online tracking system where a ticket number is issued to track the request to completion and for updating the requestor. Sometimes the issue can be resolved within the help desk immediately; other times the ticket needs to be routed to the appropriate party for completion, such as special access rights to a system. All requests go through this flow from end user to intake function to special purpose support function(s) to completion of request with end user satisfied. The expectation of speed of resolution is a function of the critical nature of the issue.
A clearly defined user support model shows how to request assistance, as well as the categories of assistance. Just as essential for project success is using a visual “if-then-else” escalation path for resolution. Regardless of how well a solution is built and moved into production, if there is not a well-documented support structure in place, the users will feel abandoned with the new system, creating discord and lack of adoption. This model needs to be created, and support systems and processes in place, before cutover; however, during the build and testing phases of the technology project, the problem reporting and resolution may be less formal since the project teams will usually be working side-by-side daily and can resolve the issues encountered as part of project task management rather than operational task management. Therefore, the purpose of this assignment is for students to create a visual support model for moving their technology solution into production.
Create a Support Model (MS Visio) that describes a quality assurance process for ongoing training, problem reporting, tracking, escalation, and resolution once your selected project is complete and the technology solution is transitioned to operations support. The model, using shapes, descriptions, and directional lines, will visually describe a quality assurance process for ongoing training, new users access request, problem reporting, tracking, escalation, and resolution/completion. The model will include a description of the end user and support staff roles, and the expected service level of ongoing support.
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