SUPPORT MODEL
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How it works? We pursue the following detailed processes
User calls help desk and explains the problem to the help desk agent.
CLIENT help desk agent listens carefully, documents the problem and user contact
details. Collects all the specific information pertaining to the
Problem and issues ticket number to the caller.
If the problem described is within scope then CLIENT help desk agent notifies the
PeopleTechGroup(PTG) support team, else assigns the ticket to
respective support team.
PTG support team acknowledges the receipt of the ticket, calls the user, identifies
and understands broader picture of the problem.
If it is a procedural issue then PTG support person attends to it.
Makes modification.
Unit Tests in DEV instance.
PTG Architecture support team does code review.
PTG support team works on action items of the code review.
If there are no further action items then PTG Architecture support team migrates
the fix to staging instance.
User verifies the fix in staging instance.
PTG Architecture support team migrates the changes to production.
PTG support team updates the ticket information.
User verifies the fix in PROD instance and gives feedback to PTG support team.
PTG support team closes the ticket as fixed and tested, and updates knowledgebase.
PTG support team refers the ticket to Subject Matter Experts (SME) if it’s not a
procedural issue.
SME analyzes the problem, if it’s not an enhancement then attends the ticket.
Unit Tests in DEV instance
The Architecture support team does code review.
The support team works on action items of the code review.
If there are no more action items then PTG Architecture support team migrates the
fix to staging instance.
User verifies the fix in staging instance
The Architecture support team migrate the changes to production.
The support team updates the ticket information
User verifies the fix in PROD instance and gives feedback to PTG support team.
PTG support team closes the ticket and updates knowledgebase.
If it’s an enhancement then SME presents the enhancement details to Change Control
Board
CCB of client approves the enhancement.
Enhancement team makes the enhancement/modification.
Unit Tests in DEV instance.
The Architecture support team does code review.
The support team works on action items of the code review.
If there are no further action items then PTG Architecture support team migrates
the fix to staging instance.
User verifies the fix in staging instance.
PTG Architecture support team migrate the changes to production.
PTG support team updates the ticket information.
User verifies the fix in PROD instance and gives feedback to PTG support team.
PTG support team closes the ticket and updates knowledgebase.
SERVICES
PeopleTechGroup’s PeopleSoft Centre Of Excellence brings in right resources, processes, technology evolutions into PeopleTechGroups PeopleSoft Services. PeopleTechGroup offers expert and experienced technical and project management services that utilize our proven methodologies and strategies to create a solid, scalable and efficient core technology foundation for your enterprise.