Definition:
Hypercare in application support can be considered as the phase after
application is live on production. The main purpose of the hypercare period is
to closely monitor customer service, data Integrity and the smooth functioning
of the implemented application. The thumb rule is that when hypercare support
ends, the system is stable and can be release to more end users with the usual
support activities continuing.
Most
of the people in the industry have a misconception that hypercare includes only
training. However, it provides end user with all type of support which is
critical after Go-live. Some of tasks that come under hypercare support are as listed
below:
- Technical support
- On-site training
- Handling issues and queries
- Escalation plan
- Ensuring smooth handover
Technical
Support: An important objective of hypercare support, this includes resolving
technical queries of the end user working on the application and any bugs and
fixes. This allows the application to stabilize and work efficiently in the new
IT environment among other systems. This also takes care of the data integration taking place with various other existing systems.
On-site
training: This is another aspect of hypercare support which includes on-site
availability of the support team. This is implemented so that end user queries
can be resolved on the spot without wasting any time. This also includes on the
floor training for the end users which helps them get a complete understanding
of the application which considerably reduces the number of queries hitting the
support desk during on- going support. On-site training also facilitates the
end user to get completely familiar with the application. This makes it easy to
use thus satisfying the primary purpose of the application.
Handling
configuration issues and queries: Handling of configuration issues and related
queries are also managed under hypercare period. This includes configuration of
fields, adding drop down values, modifying field names, changing locations of
the fields etc. These are some of the tasks managed during hypercare for smooth
functioning of the application related processes. This helps make the
application more user friendly with minimum possible resolution time.
Ensuring
smooth handover: This is the final activity that comes under hypercare support.
This includes various handover activities like documentation, confirmation from
the end users on various processes configured in the application. This also,
includes handover of the application’s administrator rights to the support team.
Confirmation on resolution of major issues are reported during this phase.
Disadvantages
of not incorporating Hypercare in Application Support:
- Increases the load on the Support desk after go-live increasing the resolution time and making issue management cumbersome
- Even after go-live end users are not comfortable using the application which can result in under utilization of the application
- Probability of rollback increases which in turn affects the brand name of the application
- Critical issues are not prioritized resulting in application crashing or obstruction in smooth working of the processes in the application
- Unavailability of the escalation plan can result in unnecessary wastage of time in taking appropriate action for resolving pending issues.
Thus,
it can be seen that hypercare support phase is essential for smooth functioning
and handover of the new application after its go-live. This saves a lot of time
and rollback of the application in some scenarios. However, hypercare phase is
not a mandatory and not implemented by many vendors while implementing an
application. Hence, it is a non-mandatory but essential phase for a successful
and smooth handover after the go-live of the new application.
About Author:
Amol Bhembre is a consultant in Systems Plus Pvt. Ltd. Within Systems Plus, he actively contributes to the areas of Technology and Information Security. He can be contacted at: amol.b@spluspl.com
About Author:
Amol Bhembre is a consultant in Systems Plus Pvt. Ltd. Within Systems Plus, he actively contributes to the areas of Technology and Information Security. He can be contacted at: amol.b@spluspl.com
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