Account Support

Definition

Account support is the user support task during which user accounts are manually managed.

Objectives

The typical objectives of the account support task are to:

• Manually support user accounts:
  • Identify and authenticate users.
  • Set user authorizations.
  • Remind users of user identifiers and passwords
  • Answer user’s emails, phone calls, and faxes.

Preconditions

The account support task can typically begin when the following preconditions hold:

• The usage phase has begun.
• The user support team has been adequately staffed with user support agents. who are adequately trained and experienced in account support.

Completion Criteria

The account support task is typically complete when the following postconditions hold:

• The retirement phase has begun.
• The applications have been retired.

Steps

The account support task typically involves the following teams performing the following steps in an interative, incremental, parallel, and time-boxed manner:

• User Support Agent(s) of the User Support Team:
  • TBD

Techniques

The account support task can typically be performed using the following techniques:

• TBD

Work Products

The account support task typically results in the production of all or part of the following work products:

• User Experience Work Products:
  • Contact Report

Guidelines

• TBD