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Production Support (originally for BBH Infomediary) (personnel (training,…
Production Support (originally for BBH Infomediary)
documentation
every support issue documented
Support incidents reviewed and categorized
repeat issues
cookbooks for often repeating
uncontrollable issues
fixes for issues
separate JIRA epic?
Create support documentation for every project
Architecture
tables, queues , log locations,
Likely issues and recovery procedures
workarounds and hacks for critical urgent issues
SME contact list
processes documented
prod emergency id, PAR
support page with quick links
regions and capabilities variations
personnel
support rotation mix of dev and SA
put in an easily accessible visible place
vacation coverage discussed
training
all supporters in all apps
during the day support more diffused
including senior consultants
dedicated L0 support 24/7
philosophy
supportability is a critical feature
go-live criteria
checklist
time spent is away from delivery
regular part of the weekly meeting
whole team is responsible
define which regions are available
for which capabilities
tools
Maintain a searchable history of support
build tools
support app
web pages to check status across all servers
combined log search
ability to read MQ
Solution for documentation
features
easy of access
ease of search and update
not too complex
ease of integration
with our current SDLC
local control
REST API call
Options
JIRA
Confluence