Top Tips for Product Support

A common configuration of teams that are involved in the development and support of products is one based on “DevOps” culture & principles. In order to break down development & maintenance silos, in these teams you will find various skills in these teams that are responsible for building and providing support of the product.

Often in an enterprise, these might be referred to as, clusters, stream aligned or “Product Teams”. Generally the service management & IT support will have been a responsibility of a separate team, but in this product team set-up, support capabilities should be understood by all in the team, as its a shared responsibility. I refer to a product in this case meaning something that is designed, built and operated by a group of people that creates a service where value is co-created between the user and provider.

For example, this could be a public outwards facing product that provides a e-commerce service through a website, or a mobile app. It could also be a bespoke service for internal consumption like a time card management system, CRM, or APIs & micro services that internal teams and users benefit from.

For a great users experience, It’s essential the basics for enabling and providing awesome support are in place. Check out my Top Tips below that should help these cross functional & multi-discipline teams to get started on this journey!