Availability targets for remote technical support are commercial commitments, whatever the engineering team calls them. The documentation for this area of technology and systems delivery is accurate only until the next release. The content is relevant to those who own this strand of technology and systems delivery and to those who are held accountable for its results. Each session closes with a decision the participant must justify about remote technical support in their own setting. The course covers the practice within technology and systems delivery at the level of detail needed to act, and stops there. Buying a tool rarely fixes this aspect of technology and systems delivery; the underlying capability has to be built internally first. The most reliable predictor of sound remote technical support is whether anyone reviews it when nothing has gone wrong. They acquire practical criteria for judging when the practice within technology and systems delivery is working and when it is only appearing to. Participants finish with a short, specific brief on this aspect of technology and systems delivery ready to put in front of a decision maker.
Expected Learning Outcomes
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Communicate the purpose of remote technical support to those who have to comply with it.
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Define the availability, performance and recovery targets for remote technical support.
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Review contracts and agreements for the obligations they create around remote technical support.
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Design the architecture of remote technical support around its failure modes, not only its happy path.
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Apply data protection and retention requirements within remote technical support.
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Set the minimum documentation for remote technical support that is genuinely necessary, and stop there.
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Apply access control and least privilege throughout remote technical support.
