5.9. Service and support
Once a software solution has been successfully implemented, it moves to the phase of service/support, during which the IT department (or increasingly, an outsourcer) runs the solution from a production and service standpoint, ensuring availability, response times and support.
Like the implementation phase above, servicing and supporting an application is a fairly predictable process, with clearly defined 'no surprises' tasks which have two basic objectives:
Ensure ongoing product/service usage and provide timely response to incidents, enquiries and requests (sometimes against the pre-defined criteria of an SLA);
Not just be content with 'answering the phone' and meeting service levels, but also to close the loop with the development teams by analyzing customer feedback in terms of trends and frequently asked questions (FAQs) and channelling the findings to them as input for subsequent releases.
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