Design – Build – Run: Applied Practices and Principles for Production-Ready Software Development

7.3. Summary

In this chapter, you learned a little bit about who is going to support your system once it's live, and you've seen some of the routine functions they perform as well as those leading up to go-live. The chapter also discussed the Operations Manual, which forms a large part of the system, and you saw a high-level outline that would need to be completed throughout the project. Using the high-level outline, you can start to shape a useful roadmap for moving forward. This will save time and effort later and promotes thinking out-of-the-box by using the end goals as a good starting point.

The following are the key points to take away from this chapter:

• There are typically three levels of live service support. The levels of support and the groups we discussed in this chapter included:

  • Level 1 (Operations)

  • Level 2 (Service Delivery)

  • Level 3 (Application Maintenance)

These levels can differ from organization to organization.

• Understand each support group's requirements and gather their insights. The easier it is to support the system, the easier everyone's life is. Think about the levels of support and what can be done to ensure that everyone has the right information to perform their job.

• Develop the Operations Manual and Operational Procedures. Start developing the operations procedures early and identify key operations procedures for third-party software. It's a good idea to have an outline of the Operations Manual and what it should contain. This really helps to flesh out ...