In this next post as part of my series on solution architecture for the Power Platform, we’ll focus specifically on the element of post go-live operations which is support. In this post, we’ll look at something to have considered in preparation for BAU operations which is handover to a support team. Stay tuned!
Recap…
Okay so now let’s look at some considerations for moving a live solution into support…
Have the correct people in place
Prior to actually actioning anything with people or getting support familiar with our implementation we need to make sure we have the appropriate resources in place which have the technical understanding of components we have used in the solution. So, if a solution uses C# plugins, we need to have people in support potentially who understand C#, or we’d at least need the appropriate escalation pathways in place for missing technical skills.
Workshopping sessions
So now, the first thing we should be doing to kick off a movement into support for a solution ready to go-live is demonstration, education and workshopping sessions with the support team on the solution in place.
You should consider the following during workshopping sessions…
- Solution architect lead/ownership
- High level architecture run through of the solution
- Demonstration of the functional capabilities (behavioural requirements)
- Demonstration of some of the configuration and logic implementation
- Code base and repository
- Environment strategy
- ALM strategy
- More… (think the things we have visited in this series on solution architecture! 😉)
Handover period
So guess what… chances are you’re probably not going to get every question answered and all knowledge transferred within your workshopping sessions…. I’m pretty certain of this…
Consider the need for an extended handover period with a series of cadence based sessions in place to review the status of support for the first short period, including outstanding questions.
Escalation Contacts
When moving into support, there will still be things after the handover period that might need to be asked of the solution architect or project team. Ensure these communication channels are in place to support escalations when they’re necessary.
What’s coming up?
Okay friends, so there’s one more thing to talk about around support being introducing the customer to operations and BAU with support. We’ll look at this in the next post in this series before finishing up with continuous improvement! 💖