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question asked: Jun 11 '09, 1:39 p.m.
question was seen: 3,040 times
last updated: Jun 11 '09, 1:39 p.m.

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Deployment Planning: What about Support?

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Sterling Ferguson-II (1.6k●8●281●269) | asked Jun 11 '09, 1:39 p.m.
Hello all,

Anyone implemented "IT support" into RTC? Did you find that a particular process was close to what a generic support person does?

My generic description of how our support group works:

Each user is in charge of a specific amount of tools/work. Currently, all work is tracked via ClearQuest Records with a Project field. The breakdown is as follows:

1. jdoe is in charge of ClearQuest. He creates CQ records for enhancements (changes to schemas) and defects. (Project = General Support)
2. jdoe does upgrades to ClearQuest and migrates small groups to CQ. He gathers the requirements, plans out the work, tests with the customer(s) and deploys it. (Project = Project_Name) (The KEY is, he does all these things by himself.)
3. jdoe migrates other Change Management tools to CQ. These are sometimes large projects and include a project manager and a series of customers to test and provide feedback. (Project=Project_Name)

The work is usually done iteratively with the customer getting to test every week or two weeks. Sometimes code is developed internally to connect to different tools. Management tracks Projects vs General Support.

Is it worth moving to RTC for our support group? Anyone have their IT in RTC? Anyone have their IT-Operations (Desktop/Software) in RTC?

thanks

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Geoffrey Clemm (30.1k●3●30●35) | answered Jun 14 '09, 11:27 p.m.
FORUM ADMINISTRATOR / FORUM MODERATOR / JAZZ DEVELOPER
If jdoe is happy with using CQ, then since his primary job is to migrate
customers to CQ, continuing to do his work in CQ would seem to make more
sense, since this gives him more experience with the target platform of
his customers.

Cheers,
Geoff

itengtools wrote:
Hello all,

Anyone implemented "IT support" into RTC? Did you find that
a particular process was close to what a generic support person does?


My generic description of how our support group works:

Each user is in charge of a specific amount of tools/work. Currently,
all work is tracked via ClearQuest Records with a Project field. The
breakdown is as follows:

1. jdoe is in charge of ClearQuest. He creates CQ records for
enhancements (changes to schemas) and defects. (Project = General
Support)
2. jdoe does upgrades to ClearQuest and migrates small groups to CQ.
He gathers the requirements, plans out the work, tests with the
customer(s) and deploys it. (Project = Project_Name) (The KEY is, he
does all these things by himself.)
3. jdoe migrates other Change Management tools to CQ. These are
sometimes large projects and include a project manager and a series
of customers to test and provide feedback. (Project=Project_Name)

The work is usually done iteratively with the customer getting to test
every week or two weeks. Sometimes code is developed internally to
connect to different tools. Management tracks Projects vs General
Support.

Is it worth moving to RTC for our support group? Anyone have their IT
in RTC? Anyone have their IT-Operations (Desktop/Software) in RTC?

thanks

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