Support is a process blade of Disciplined DevOps. Your support activities, sometimes called Help Desk or End-User Support, focus on helping customers to work with the solutions produced by your delivery teams. Ideally your solutions should be designed so well that end users don’t need anyone to help them but unfortunately it doesn’t always work out that way. In many ways your support strategy is your “last line of defense” in your efforts to Delight Customers.
There are several reasons why it is important to offer support to your users/customers:
- To provide a point, or points, of contact for people to gain assistance
- To provide a way for people to get their questions answered
- To help trouble-shoot or solve problems people are having with your offerings