Recently, my dev team was handing over a project to support team. While handing over the project, most of the support managers asked for documentation which should assume support engineers as dumb. A support engineer should be able to do various support tasks after following the documentation in verbatim. Yes I mean verbatim (even clicks and screen shots to create do mundane tasks).
Does support teams are made of such dumb persons? If not then does it is worthwhile to make such documents?
Does support teams are made of such dumb persons? If not then does it is worthwhile to make such documents?
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Its not that support folks are dumb... infact, they are very smart, bcoz if anything goes wrong (in production env they handle), they generally can pass on the blame to the dev team -- "We did not get enough KT" / "Documentation was vague"... its all about saving ones own a**!
ReplyDeleteIts only time you get anything & everything from DEV team before cut over,once hand over is completed support Managers can't ask KT again. So though they are smart, they act dumb for some time to get whatever they can get from DEV team.
ReplyDeleteSave My Ass, though process defeats the whole spirit of Agile which is based on mutual respect and trust and minimum (or I should say sufficient) documentation. Certainly my sufficient can be yours miniscule or excessive.
ReplyDelete