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Engineering Support: About us
Software support: responding to customer needs with relation to software product/ application operation, management, maintenance and enhancement. Software support activities may include software product installation, integration, configuration, upgrades, updates, performance analysis, and customer interactions to address basic software product usage issues.
Local Admins User
contacts the Central Support (phone, email, ticket) will get help
from Central Support (1st level) or local tool admins (2nd level), if 1st level can't solve problem
Local Admins
Central Support: receives phone call, email, ticket from user enters request in ticket system decides to solve the problem immediately, forward it to 2nd level or 3rd level support
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Activities 3rd level
3rd Level
User
1st Level
Global Responsible
2nd Level
Ticket System
Central Support
SW Engineering Tool Support
Content
Short introduction ES activities
ES & MMP Helpdesk Software Tool Support:
Configuration Management: Telelogic Synergy Requirement Management: DOORS Model Driven Development: Rhapsody Change Management: Telelogic Change Module testing: RTRT Code coverage: SCC Testing: SiTEMPPO Testing: TTworkbench Tool Scripting
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Central Support
3rd Level
Global Responsible
User
1st Level
2nd Level
Ticket System
Central Support
Local Admins
Global Tool Responsible: gets ticket or email from 1st level or 2nd level support submits CR/PR if problem isn't solvable
writes entry in FAQ knowledge base publishes information in Newsletter/Webpage etc.
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Remedy – Action Request System
Is the system where the incidents are registered/ managed/ monitored (The incidents are requests of getting access, installing different applications, solving some problems/ errors appeared during running a program). By Registering all the incidents receive a number (ticket id) through which automatically and easily can be found in the system. By Managing all the incidents are categorized, transferred to the competence group and then solved by contacting the user or not (depending by the offered solution). The incidents are monitored from their opening until their closure. The statuses through they get by are monitored:
Local Admins
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ES Helpdesk – Life Cycle
User
1st Level
2nd Level
Ticket System
Central Support
Core messages
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Medieval Helpdesk
how it was made in the past...
in the next slides, you will see how we are doing it in our days...
assigned – the ticket is assigned to a group and someone must take it in work (investigate & solve the problem) in work – already is handled by a software engineer on hold – response at the long/ short time offered solution solved – the problem was solved and the user informed about this. A ticket can be updated, if it is necessary, with the possible remarks/ conclusions. By Monitoring it can be also followed up if it is fulfilled the SLA (Service Level Agreement) – the necessary time to close (solve) an incident.
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Activities 1st level
3rd Level
User
1st Level
Global RespoHale Waihona Puke sible2nd Level
Ticket System
Central Support
Local Admins
Local admins: receive email/ ticket work on problem depending on severity of ticket
get in contact with user if needed contacts 3rd level if needed (e.g. major tool problem, needs help from tool vendor, etc.)
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Remedy – Action Request System
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External tool support: the service provided by the vendor to deal with technical questions and problems with the software system. It is usually given by telephone or e-mail and includes help in installing and using the products. Internal tool support: offering support to developers, testers... for various internal tools. Why ask help from ES? because we: install, configure and maintain tools used during software and hardware development train and support colleagues for proper usage of the various tools for configuration and change management, requirement management, compiling, testing, etc. report bugs to the tool vendor evaluate the new releases of existing tools and new tools if necessary develop and maintain scripts which are written e.g. in Perl, Java, SQL, C#, C/C++ make life easier at work for all colleagues!