Notes11

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== itn6 ==
 
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=== March April Support ===
 
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'''To: Tira, Denise, Tracie, Andrei, Vlad, Dev Team'''
 
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'''From: Alex'''
 
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'''cc: Simon, Marc, Karen'''
 
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Upper management brought to my attention that the number of complex and critical bugs is increasing (majority in Portal/TMS solution).
 
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This makes experience of end users very painful and leads to a lot of frustration on the part of our clients.
 
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We need to resolve this rapidly.
 
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'''I believe that this happens due to the following reasons:'''
 
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* growing list of new interrelated features increased system complexity significantly
 
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* we are introducing new changes rapidly and without careful analysis (focus on quantity not quality) (Example: Portal/TMS system)
 
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* most people on our team have only minimal understanding of CT2 components outside of components they "own" (Example: Tira - Client, Tracie -Acc, etc)
 
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* not enough verbal communication between all members of the team particularly with developers
 
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* non technical BAs and MOs make bad design decisions and force them into development
 
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* SAa are doing often a poor job and creating analysis that has critical errors (Example: m2484 calculation of charges on invoice)
 
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* MO-BA-SA-Dev-QA-BA chain is too long and too linear (no cross communication or group communication)
 
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'''How to resolve this:'''
 
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* focus on quality not quantity
 
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** do not rush adding many enhancements
 
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** add components after you selected best design and fully understand impact on the system
 
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* focus on support:
 
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** every BA, SA, QA must understand  95-100% and be able to investigate EVERY module
 
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** all components should have complete, correct and readable documentation
 
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* delegate systems design from BA&Support Team to Dev Team
 
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* more verbal communication between all members of the team
 
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* improved soft dev process (some highlights):
 
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** Architect to review all tasks at various stages of BA/SA/Dev
 
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** Architect to identify impact of each task and advise
 
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** low impact changes/projects could be documented by BAs; SAs are on as needed basis
 
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** high impact changes/projects must be run by technical staff (SA or/and Developer); BAs are on as needed basis
 
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** For low impact projects:
 
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*** BA team must submit BR to Dev in Bundles and go over each with developers/Dev Manager (and SAs?) during Skype voice meeting and answer questions
 
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** For med/large and high impact projects:
 
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*** BA team must submit RFPOP (Request For Proposal Or Prototype) to Dev team that contains ideally only high level requirements (problems or goals)  not solution / design
 
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*** BA team must also provide business background (glossary, existing biz processes, relevant industry practices, etc)
 
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*** Dev team should in return communicate proposal or prototype as a document and during multiple Joint Design meetings
 
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*** Joint Design sessions (Dev and Product teams) must be held early into BA stage, during Design and at the end
 
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'''Timeline: March 9 - April 30'''
 
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* BA/SA will put on hold new designs related to enhancements (example: Portal) and large new components (example: Rates DB)
 
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* BA&Support team will be divided into 2 parts
 
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* Team A '''Denise/Alex''' will attempt to resolve all TMS/Portal issues
 
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** create a list of problems, find best solutions, discuss with developers, make decision and submit into coding
 
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** document things
 
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** help Misha/Sasha/Kostya? to learn business side of Arden Dom Trucking so that they themselves can create designs
 
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** have Joint voice design sessions with Mauricio and Misha
 
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** Tira on as needed basis to explain Portal functionality
 
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* Team B '''Tira/Tracie/Andrei/Vlad/TSI'''
 
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** daily support for all CT2 non-TMS/Portal issues including IT (Coordinator: Tracie; escalate to Tira/Andrei; Vlad/TSI/developers  as needed)
 
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** every person of this team must understand  95-100% and be able to investigate EVERY module
 
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** create User Guides and CATs (Concepts And Terminology) for all components (Coordinator: Tira, lead by example please!)
 
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** some low impact or small size tasks might be assigned by Architect this month to this team
 
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** Airstatus/EU Adv notice (Tira/Tracie to continue for now but lets discuss - I have idea how to simplify mapping: send all data in XML! and ask Descartes to extract what they need)
 
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* Team C '''Dev Team'''
 
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** maximum attention to fixing Portal/TMS and other bugs
 
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** practice improved soft dev process (skype voice meetings, submitting proposals/prototypes, etc)
 
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** learn about Logistics and Systems (books, online, CATs created by BAs, Descartes manuals, etc) so that they can create solutions based on requirements (new soft dev process)
 
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** Continue development for tasks already in DevEst/Dev
 
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== itn7 ==
 
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=== Workaround for blocked images in emails ===
 
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Normally there is a link to a web address of an image. User should click on it and then copy URL and send it to IT so we enable URL in Squid.
 

Revision as of 15:38, 22 March 2011


Contents

About

March

itn1

New Strategic decision about "Holistic approach to IT and Web systems" approved by Simon

IT Support coordination will be a responsibility of "Product and Support team". 
It is a change because up until now they handled only CT2 support.

Disadvantages:

  • additional responsibility that requires time
  • lack of knowledge and experience
    • Tira is strongly qualified (BS in Comp Sci; Master in Info Management Systems; Network certification)
    • Tracie and Denise are beginners in IT

Advantages:

  • increased value to Jaguar and Market = increased job security
  • opportunity to gain new knowledge
  • opportunity for Holistic approach (treating IT and CT2 as a whole, not fragmented); examples:
    • full vision and control over user/systems interactions and work flows
    • more services could be integrated into CT2/Cloud like web folders;
    • integration between CT2 and non CT2 system like Sugar and CT2

Transition agenda:

  • phase 1 to be completed by the end of March
  • Jaguar IT support knowledge exchange (KE)
    • 2a IT documentation: blog11, notes11, wiki IT category
    • 2b regular KEs
  • Career plan for BAs:
    • agreement on responsibilities, goals and developmental stages
    • Formal IT training

itn3

Who is Who and Vendors list

This info is maintained in Vendors IT

itn4

IT documentation

All wikis related to IT are in Category:IT.

IT Support MAIN WIKI has up to date instructions on how to navigate this directory.


itn5

Desktops and users info (NY office)

It is managed xls attached to this Mantis: 0002803: ** Desktops and users info (NY office) **

Please add columns as required (MS office version, etc)

Every time document is changed new version is attached.

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