Main Support Report.

In this post I would like to speak about support reports. We have systems that are in production for quite a long period of time. And business wants some additional changes and new functionality to be implemented to the current systems. We unite such tasks into several categories and allocate some amount of hours each month to meet business needs. From each section we have a business responsible person who determines priorities of the tasks.

The first part Trend Report shows how amount of work is changing for each «Support Section». We have capacity of 80 hours a month for each “Support section”.

The next part of the report is called Planning and Execution Quality:

  • The report shows in hours:
    • Whether we do correct planning inside each support sections’ quotas (+-20%).
    • Whether we spend no more and not less hours for each section each month (+-20%).

We’re trying to spend exactly the promised amount of hours, as on the one side we have to support our business, but on the other side we have commitments to projects and have to meet deadlines. So it’s not good if we spend too little or too much time for each Support Section.

The next part of the report is called Move to production report. We cannot afford to keep tasks on the test or development environments for a long period of time; they must be developed, sent to test and moved to production ASAP (as soon as possible). Tasks that are not deployed can be cleaned off by environment restore, or they can block other tasks from implemented into production (if the same files were modified inside both tasks). This report is also used in addition to Aging report (http://borisfrolov.wordpress.com/2012/10/21/aging-report/) to get the complete picture of postponed requests.

  • So this report shows how we move tasks to production in hours:
    • Active – tasks on all statuses except Finished, Tested, Closed.
    • Finished – tasks in status Finished, Tested.
    • Closed – tasks that were moved to production or cancelled.
  • With the help of this report we can see if our work is not implemented into production environment.
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