User Support



Definition

User support is the activity consisting of the cohesive collection of all tasks that are primarily performed by the support organization(s) to support the user organization(s) of one or more related applications.

Goals

The typical goals of user support are to:

Objectives

The typical objectives of user support are to:

Examples

Preconditions

User support typically may begin when the following conditions hold:

Completion Criteria

User support is typically complete when the following conditions hold:

Tasks

User support typically involves the following teams performing the following training tasks in an iterative, incremental, parallel, and time-boxed manner:

Environments

User support is typically performed using the following environment(s) and associated tools:

Work Products

User support typically results in the production of the following work products:

Phases

User support tasks are typically performed during the following phases:

Phase Relevant Tasks
Business Strategy None
Business Optimization None
Initiation None
Construction User Support Planning
Delivery User Support Planning and User Support Materials Production
Usage Account Support, Technical Support, and Complaint Resolution
Retirement None

Guidelines