Utilization The term “development support” refers to the upkeep and support of applications in a live environment. It’s often referred to as “production support” on occasion.
So, what exactly do we mean when we say “development environment”? During their lifecycle, all applications go through phases such as requirement analysis, development, testing, and QA, before being deployed, or “going live.” Development environment is the name given to this live environment.
Who supports an application in production environment?
To answer this question, we must look at the history of industry. It used to be that all was bundled into one, and the developer would then fund the app until it went into development.
However, as the support model matures, things are becoming more tiered. This means that resources are used more efficiently. For example, if a user requires assistance with new account configuration, it is not practical to call in a resource with technical expertise to show the user how to proceed.
first-line assistance (ITIL Service Operation) The top level of a hierarchy of support groups participating in incident resolution.
second-line assistance (ITIL Service Operation) The second tier of a hierarchy of support groups participating in incident response and issue investigation. There are more items in each level.
third-line assistance (ITIL Service Operation) The third tier of a hierarchy of support groups participating in incident resolution and issue investigation. There are more items in each level.
User: The client for whom the applications have been created.
Developer/Development team: The team that created the application.
QA – Quality assurance: Function or team that tests the application to ensure it meets the standards.
What do these support levels signify?
L1 – Level 1 support:
This is the first line of support, could be user facing or in some cases there might be an additional help desk function that does the user facing activities.
Since it is user-facing, the support feature cannot be classified as L1. It was divided into categories according to the level of expertise needed to address the problem or request. All tasks that are thoroughly documented and can be accomplished by following the steps outlined in the documentation are considered Level 1 help. This documentation is essential for the level-based support to work properly. In the industry, support documentation is referred to by a variety of terms, which are often used interchangeably. However, the forms and their meanings are mentioned below.
Known error record: Documentation containing a list of issues and their solutions.
Run book: documents outlining the tasks that the support team would conduct on a daily basis.
User manual: Documentation for users that explains how to use the program and its different features.
Help document: Provides information about the device and application from a support standpoint.
Standing instructions: These are one-time instructions for resolving a problem. In certain cases, they are intended to be temporary before a permanent solution is found.
Escalation procedures: hierarchy and escalation tree
Handover doc: open problems or tasks that must be completed by the next shift
Level 1 tasks are essentially problems that can be resolved by consulting documents and, most significantly, can be completed in a limited amount of time. Level 1 is high-volume work; usually, teams receive hundreds of tickets every day and can devote just a few minutes to resolving a problem.
L1 tasks may or may not necessitate technical/functional skills. Even if technical skills are needed, it is reasonable to believe that a basic understanding of the skills involved would suffice.
This support level can be staffed by resources with fewer years of experience.
At this level of service, excellent communication skills are critical. You must keep affected parties or users updated in a timely and precise manner. The first step in the help process is acknowledgment, which means telling the customer that you’ve received his request or problem and are working on it. The following move is to include timelines and actions to take. Closure and confirmation are the third and final steps.
L2 – Level 2 support:
In comparison to L1, Level 2 support tasks necessitate more technical/functional skills. L2’s function will be to try to address requests or problems that aren’t always reported. It may also include recorded tasks that are complex in nature and require specific technical skills to complete.
The work profile of L2 is similarly open-ended as this specification. They may be expected to look at scripts and code to solve problems, or they may be expected to rely on their knowledge to guess the solution to a problem.
As a result, L2 resources are supposed to be well-versed in the technologies they will be working with. In this level, people with intermediate ability levels are expected to deliver.
L3 – Level 3 support:
In the hierarchy, level three is sandwiched between the L2 and the dev teams, and their responsibilities include bug fixes and hot fixes to address problems. As a result, advanced technological skills are demanded of them. If they are unable to resolve a problem, it is forwarded to development teams for resolution.
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Also Read: https://www.guru99.com/software-testing.html