Usage

Definition

Usage is the activity consisting of the cohesive collection of all tasks that are primarily performed by the user organization(s) when using one or more related applications.

Goals

The typical goals of usage are to:

• Support internal users.
• Support external users.

Objectives

The typical objectives of usage are to:

• Provide user account support (e.g., reset passwords).
• Provide user technical support (e.g., answer user questions).
• Register user complaints and comments.

Examples

• TBD.

Preconditions

Usage typically may begin when the following conditions hold:

• The contact center is created and usable.
• The application(s) have been delivered and are in service.
• The usage phase has started.
• The user support team is:
  • Initially staffed.
  • Adequately trained in program management.

Completion Criteria

Usage is typically complete when the following conditions hold:

• The application(s) are retired from service.

Tasks

Usage typically involves the following organization performing the following training tasks in an iterative, incremental, parallel, and time-boxed manner:

• User Organization, which performs:
  • Application Usage

Environments

Usage is typically performed using the following environment(s) and associated tools:

• Client Environment:
  • TBD

Work Products

Usage typically results in the production of the following work products:

• TBD

Phases

Usage tasks are typically performed during the following phases:

Guidelines

• TBD