| <?xml version="1.0" encoding="UTF-8"?> |
| <org.eclipse.epf.uma:ArtifactDescription xmi:version="2.0" xmlns:xmi="http://www.omg.org/XMI" xmlns:org.eclipse.epf.uma="http://www.eclipse.org/epf/uma/1.0.6/uma.ecore" xmlns:epf="http://www.eclipse.org/epf" epf:version="1.5.1" xmlns:rmc="http://www.ibm.com/rmc" rmc:version="7.5.1" xmi:id="--5bZB7Fly_OXGWALfR7CCA" name="support_documentation,_OjlLIEVtEeC6_c5S_pc9RA" guid="--5bZB7Fly_OXGWALfR7CCA" changeDate="2011-08-08T20:52:09.790-0700" version="7.5.1"> |
| <mainDescription><p>
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| Support documentation usually is developed for the three common tiers of a support organization. Tier 1 typically is
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| the Help Desk where users call when they have a problem with a particular system. Tier 1 support personnel normally
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| answer basic questions and, if necessary, log a ticket and escalate it to the appropriate Level 2 support desk.
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| </p>
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| <p>
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| Tier 2 support personnel may deal with more complex questions or issues regarding an application and might need to do
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| some research on the characteristics of the system to provide an answer. If that person cannot resolve the issue, the
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| ticket is escalated to Tier 3 support personnel who have a deeper understanding of the application's code and the
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| technology support the system's architecture.
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| </p>
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| <p>
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| To properly convey the necessary information to each support tier, the application's code base should be well commented
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| and logically organized. This approach will facilitate the development of the support documentation.
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| </p>
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| <p>
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| Support documentation typically includes:
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| </p>
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| <ul>
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| <li>
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| User manuals with work instructions, process descriptions, and procedures
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| </li>
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| <li>
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| Communications, training, and knowledge transfer deliverables
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| </li>
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| <li>
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| Support and operations manuals
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| </li>
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| <li>
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| Service information, including Help Desk scripts
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| </li>
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| </ul></mainDescription> |
| <purpose>The purpose of this work product is to convey to the different levels of a support organization (Tiers 1, 2, and 3) enough
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| information so they can effectively support the application.</purpose> |
| </org.eclipse.epf.uma:ArtifactDescription> |
