Home » Currently Reading:

AKC08: Critical and Complex Components

Description:

A quick reference list of the programs and components that have been identified as critical (must be available or that must run without error in order to prevent serious impact on the business) or complex (unstructured code, compound conditional statements, multi-level subroutines calls, etc.). A refined list of application components that reference critical or complex components. This is helpful to development or support analysts when changes have to be made to any of these components. Additional, testing or external quality control may be required to provide an additional measure of checking due to the importance or potential problems with a complex component. This may also aid the team leader in assigning any changes to these components to more experienced technical staff.

Provides understanding of those components which need priority attention and/or the attention of the most experienced team members.

How is it used?

A refined list of application components that reference critical or complex components. This is helpful to development or support analysts when changes have to be made to any of these components. Additional, testing or external quality control may be required to provide an additional measure of checking due to the importance or potential problems with a complex component. This may also aid the team leader in assigning any changes to these components to more experienced technical staff.

Why is it important?

(1) Sub-set of application components that make it easy for the support analyst to identify critical and/or complex components. If any of these components are changed or have some problem extra care must be taken in altering and testing this code and possibly influence the time to get the component back into production (it may cause serious business disruption if not operating correctly).
(2) Provides understanding of those components which need priority attention and/or the attention of the most experienced team members.

Our Sponsors

IT Support Services Comments

  • Bob Anderson: Daniel, from a certain point of view you are correct. CMMI- DEV deals primarily with software development best practices, the old CMM Level-5 dealt a great deal with defects. However, as you know the ...
  • Bob Anderson: Gunter, there are many possible SLA components and metrics that can be defined for any application software support. First I would recommend that you read this article which I had published in Compute...
  • Bob Anderson: Amiet, I would put it under the "Incident" process and track dates, number of occurrences, how much lost time, cause (who did it). You will need data for management if the practice has to stop. If you...
  • Bob Anderson: Amit, first of all why is the customer powering down the equipment? This should be brought to the attention of management and a very strong note sent to whoever is doing this.  If they are doing it on...
  • Bob Anderson: Mark, it is doubtful that you can fix the problem, it is mainly a management issue. The best you can do is to gather statistics on the backlog of enhancements, the number and severity of incidents, an...

ITIL V3 Application Support Q & A

If you have any question on the blog content or have some specific question on how ITSM & ITIL can dramatically improve performance and reduce the cost of your Application Support service "Ask Bob"
Question :
Answer :
Gunter, there are many possible SLA components and metrics that can be defined for any application software support. First I would recommend that you read this article which I had published in Computer World on "How to create Meaningful IT Support SLA's"  use this link...
Question :
Answer :
Daniel, from a certain point of view you are correct. CMMI- DEV deals primarily with software development best practices, the old CMM Level-5 dealt a great deal with defects. However, as you know the folks who developed the original CMM  were not really initially inter...
Question :
Answer :
Amiet, I would put it under the "Incident" process and track dates, number of occurrences, how much lost time, cause (who did it). You will need data for management if the practice has to stop. If you want to be "proactive" in stopping this practice" you must capture bu...
Question :
Answer :
Mark, it is doubtful that you can fix the problem, it is mainly a management issue. The best you can do is to gather statistics on the backlog of enhancements, the number and severity of incidents, and how many technical support calls from users you get and the average...
Question :
Answer :
Amit, first of all why is the customer powering down the equipment? This should be brought to the attention of management and a very strong note sent to whoever is doing this.  If they are doing it on their own without any instruction to do so and it affects other user...