While support is commonly notified after software is operationalized, the entire organization could benefit from support’s continuous visibility and involvement in the development process from beginning to end. The nature of support’s role, working first-hand with end users to resolve technological issues, gives them unique insight into the impact on end users from any given release, as well as general end-user needs, issues, and expectations.
In December 2015 and January 2016, HDI conducted an online survey to learn about collaboration between development and technical support teams. In this brief, HDI shares the results from this survey, completed by 328 technical support professionals, to reveal the current practices, benefits, and challenges associated with the relationship between development and technical support.
Members, research is one of the benefits of membership.
Visit HDIConnect to access this brief and much more!
Not a member? Complete the form below to receive a copy of the brief via email.