User Support Planning

Definition

User support planning is the user support task during which the remaining user support tasks are planned.

Objectives

The typical objectives of the user support planning task are to:

• Plan the remaining user support tasks.
• Develop the support plan.

Preconditions

The user support planning 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 user support planning.

Completion Criteria

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

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

Steps

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

• TBD

Work Products

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

• User Experience Work Products:
  • Support Plan

Guidelines

• TBD