5 Ops Handoff Blunders You Don’t Want

What do you think? Would there be little impact from any one of the following 5 errors in handing over an application to Operations?
1. Overestimating servicing capacity
If servicing capacity is not adequate after an application is released to production, service requestors will feel that support is unreliable, and their dissatisfaction with the application will increase. Had capacity been estimated correctly, users may not have accepted the app for release until further capacity planning was done.
2. Inadequate service training or documentation for technicians
It is not enough to give technicians lists of procedures and decision flowcharts. They should have an understanding of the system. Moreover, a troubleshooter needs deeper understanding, the same as a super user.
3. Treating every service request as a system problem
Service requests sometimes are best resolved with user training or corrections to business processes, instead of updates to the system. For instance a manager may ask for a custom report that includes classified information. Clearly the service tech needs to follow a decision matrix that routes this request appropriately, possibly requiring the requester to re-form or reject the request.
4. Not leveling potential service requests
Creative licencing policy and servicing plans can help smooth out potential usage spikes and peak service volumes by encouraging users to become more self-sufficient or find better alternatives. No, the app and operations team do not need to be the answer to every need. However, before implementing these policies and plans, the limits of the app’s capability and servicing plans must be clearly communicated.
5. Allowing service requests to occur
Certain proactive measures can reduce, if not eliminate, service requests. They include user training, standardization of business processes, and environment upgrades (computers, browsers. Etc.).
If you still think there would be little impact from any one of these 5 errors, I am interested in what you think.


About Bruce

Please see my LinkedIn profile: https://www.linkedin.com/in/certified-scrum-professional-scrum-master-bruce-bartram-563b915
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