Training support training up front instruction

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Training & Support Training: Up-front instruction, usually intensive, skills Support: Long-term assistance, often for occasional users Very expensive over lifetime of software Often overlooked Cannot leave it entirely to documentation On-line training and support are increasingly expected Need for clear expectations of service level upfront
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Training Every new system requires new skills Should focus on helping the users accomplish their jobs, not just learning how to use the system Must focus on business tasks What the user needs to do, not what the system can do Build out from use cases and use scenarios Styles: Classroom, one-on-one, computer-based, guru
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Closeout activities Project assessment: understand what was successful about the system and the project activities, and what needs to be improved Project team review: focuses on the way the project team carried out its activities System review: understand the extent to which the proposed costs and benefits were actually recognized from the implemented system
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Support Transition from development to operations teams On-demand training Help desk with tiered support staff Level 1 (80% of all help requests) Escalate to level-2 or level-3 Learn from users Ticket system
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Evolving the System In an ideal world: The system, once installed, is continuously monitored to determine areas for improvement, to immediately correct problems, and to quickly adapt to changing circumstances. In reality: The system, once installed, is largely ignored unless it has a catastrophic failure or someone complains loudly enough, in which case it is modified as quickly as possible with the minimum amount of effort.
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Maintenance vs. Evolution Maintenance - individual changes that must be made to a system after installation Evolution - the long-term change in structure and quality that occurs in a system due to the overall effect of maintenance changes Evolution results in system deterioration unless it is managed Managing evolution requires managing maintenance
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Maintenance Ongoing process of refining the system to make sure it continues to meet business needs Formalized in change requests Common reasons for system changes A defect had to be corrected The user changed their mind The user thought of something new (that they’re willing to pay for) The environment changes Changes can be made now to make future changes easier
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Types of Maintenance Changes Corrective - fixing bugs
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