The Brief
TrustPower are one of the largest employers in the Bay of Plenty region with an extensive range of IT systems supporting their complex energy and telecommunications business.
The Operations Manager Alice Paul was keen to enhance the service delivered by the IT Support Team in order to improve the overall service delivered to the business. Due to resource constraints there was a need to engage with a third party to develop comprehensive application support documentation. In addition TrustPower wanted to use Microsoft SharePoint and re-structure the means by which support documentation was accessed.
The Process
Cucumber’s consultancy services team was engaged by TrustPower and a business analyst assigned to the task of creating the application support documentation and accessible repository.
The process involved :
- Interviewing the application owners and subject matter experts to obtain valuable information about the need and use of the applications
- Developing a support template for capturing the application details from a technical and business perspective.
- Creating a support matrix identifying the process by which the IT Support team follow to resolve logged issues.
- Posting sections of the support documentation into Microsoft SharePoint that are commonly referred to for access by the IT Service Desk.
- Communication map of how the support documentation is stored within Microsoft SharePoint.
- Cucumber working on the high impact critical applications but enabling a process to be followed by the TrustPower team for on-going projects.
The Result
TrustPower now has a structured centralised view of its application support documentation and can access key information quickly to resolve support issues in a timely way providing an improved and cost effective service to the business.