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Monday, November 11, 2013

A Recap of all Critical Support Processes (Part 1)

This blog centers on Support processes which are critical. There might be more, but I've compiled a list of those which I consider key. This first part focuses on the top 10. Doing these will make your team good. The second part will cover all others. If you do those in addition, your team will be great!.

So without further delay:

Process NameDescriptionWhy you need it
Major Incident ManagementManaging issues with the appropriate communications level.This is how you fight fires.
Monitoring & AlertingIdentifying the health of your applications from a hardware, middleware and business level.This is how you identify issues with your applications.
Capacity PlanningIdentifies whether applications can handle increasing volumes.You're able to predict how volumes will affect your applications.
Problem ManagementAfter root cause analysis, this process tracks follow up actions.This is how you get proactive and prevent issues from happening again.
Change ManagementTracks all changes going into the environment.Changes bring instability.
CRMThis is how you track and manage your customer relationships.You know who to contact/tell about issues.
Stability ProjectsThese are short-term projects that help resolve recurring issues.These supplement your Problem Management program.
HandoversTeams finishing a shift transfer accountability to those on the next shift.Ensures that work is done following-the-sun.
Production TransitionsProcess to keep the Support team up to speed upon new releases.Ensures your team's application knowledge doesn't become stale.
Disaster Recovery PlanningProcess that outlines how to recover applications during a disaster.Ensures you can continue to do business during a major disaster event.