Support with a Project Management Methodology
When supporting the product after go-live;
- Ensure the support function is transistioned from the project team to the support team during the first week/month of operation depending on the size of the project
- After and during a go-live an extended support function should be put in place which is able to operate longer hours
- Ensure there is a simple to follow process for reporting issues
- Ensure all issues are logged
- Ensure all users are listened to
- Always get back immediately to a user to check their position
- Never give up on an issue until a user is ready to
- Extended support should run until the key business processes have completed. e.g. First month end.
Return to Project Methodology Definition
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