Support and Measure
Most data warehouse and business intelligence solutions will deploy and go on to be used and supported for several years. Customer service is fundamental to adoption and continued use of our solutions. Processes in the Support and Measure stage are critical in order to continue to provide the level of customer service for which we are known.
Some solutions might embark on a continuous improvement cycle, meaning a team will start immediately to plan and implement the next round of improvements. Others may launch with no pre-ordained plan for future enhancements, but will still require support, repairs, or updates. For both, activities in this stage help team members and clients capture product impact and plan for the future.
Once launched, the team and client can gather real-life data on the product: Is it providing users with support in decision making? How satisfied are clients and end users with the solution? How much support and user assistance has been required? This kind of data-driven feedback is vital in prioritizing updates and enhancement, managing technical/design debt, and applying lessons from project to others.
Project activities
- Gather usage data (analytics, accounts created)
- User training
- Collect support/service desk issue summaries
- Conduct project retrospective
- User feedback
Deliverables and outcomes
- Usability report summaries (periodic)
- Solution road map
- Updated processes