How to provide feedback

One challenge I see on a regular basis is that users and work groups should be well trained on how to escalate a system issue. What is the proper way to provide feedback and what information should users include? I do not work in software development at the moment but I am on a grooming team for some of the systems we use within the company where I get to see issues and tickets get worked on by the development teams. In so many cases not enough information is provided or the real issue is diluted by the changing of hands before reaching the development support teams. When this happens more time is spent tracking down the steps to recreate the issue reported and replicate it so that a solution can be identified. Getting the users feedback the proper way and in a timely manner is very important. In addition changes in the industry that you are in can cause the business needs to shift to where the deliverables may need to be changed. This needs to be thought of ahead of time so that support teams can groom the system to output requirements that are feasible as the system evolves with changes in the business. Your software has gone live and is in the production environment. The project gets handed over to the IT support team. Research support after software deployment. What are some of the challenges that can happen?Respond to the following students: Student 1 A challenge that comes after deployment might be the ability to provide acceptable availability for support possibly making sure a qualified support agent is available 24/7 depending on what was agreed upon in the service level agreement. Another challenge might be how bugs that are found are handled and how quickly depending on the size of the bug in importance this could be an issue that breaks some functionality that the customer needs and effectively makes the product useless a solution would be needed ASAP.Once updates are available another challenge might be how those updates are applied to the customers environment without disrupting business. And if those updates present new business stopping issues how a customer can get back to an acceptable place in the software before the update would be a huge challenge. ‘

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