Provide Service Support Stage

Description

The purpose of the value stream stage “Provide Service Support” is to deliver support to a consumer of an active Subscription.

Table 1. Provide Service Support Value Stream Stage

Entrance Criteria:

  • Subscription created or changed for a service

Exit Criteria:

  • Support provided

Value Item:

  • Support for Subscriptions

Activities:

  • Shall provide self-help access to knowledge related to the service

  • Shall provide a mechanism to request for help with using the service

  • Shall provide a mechanism for reporting issues

  • The service support shall provide:

    • Resolutions to reported issues

    • Escalation to the Operations team for underpinning operational issues

    • Feedback to the Development team for issues that identify product improvement opportunities

Examples of Participating Stakeholders:

  • Consumer

  • Support Specialist

  • Vendor Manager

Participating Data Objects (Component):