CTS – Your Technology Partner

LEAP Support Explained Pt. 2

Written by Amber Lehmann on May 8, 2015

During this series of discussions about Legacy Application Support, we have covered a lot of ground describing the headaches and challenges that can arise from supporting your own system.  We have mapped out the pain points in hiring for, maintaining and updating Legacy systems.  We have also covered the underlying reason that LEAP support works successfully each time.

In this post, we will explain in further detail how LEAP support works and how it can benefit you and your company.

Simply defined, LEAP projects leverage three phases scaled to match the support need and required preparation to engage in the outlined scope of work.  Three separate Statements of Work define the phases in a LEAP project. The discovery phase defines a support delivery model and prepares for that initial set of critical deliveries. After completing the discovery process, the team moves forward into a delivery mode correctly sized to the client need and scales appropriately as needs arise and become resolved.

The goal of the Application On-Boarding Phase is to conduct an assessment of all issues indicated by the client, provide a current state analysis, present findings and recommendations, and create a groomed backlog that will prioritize issues.

The goal of the Initial Support Phase is to resolve high priority tickets, create a ticket workflow, develop an ongoing release plan, and update the backlog accordingly.  This process is important because it triages available options, launches the project accurately from the start, and delivers the assessment and training plan.

The goal of the On-Going Support Phase is to resolve incoming tickets, maintain the ticket workflow, update the backlog accordingly, recommend enhancements, and help train the client team.  This process is important because it maintains the project, delivers training, and give the client the opportunity to learn the system so that they can provide Level 1 support as needed.

All three phases work together to mitigate risk and avoid application failure.