Hi, I know this will be controversial but I want to hear your opinions and advice anyway.
My 'friend' works in a medium size software company and he thinks there are some serious issues.
Basically the issues are.. - Resources are a bit limited. - Demand is greater than production. - The product is impossible to support, it cant be upgraded, installed easily without lengthy command line commands, db patches, process reviews, outages. and even then there is risk. - The product is not tested in its live environment configuration. - Bugs are released in to the customer.
Now here's the thing, this is maybe normal in the modern world.. commercial pressure and all.. but ...
The company has 4 groups, sales, dev, test, and Aps Support. dev produce the software, test test it and the ApsSupport intsall and support it.
The concern is.... internally ApsSupport team have become the whipping boy for all issues. Initially it was poor sales, the salesmen would try to blame support.. but recently the dev leaders attack the support leaders in ceo meetings in crafty ways, setting up questions and somehow deflecting genuine software issues passing them off as support.
If apssupport even attempt a standard procedural change the system can crash... the support guys are incredibly dedicated.. 60 hr weeks, weekends, creating monitoring tools that txt crashes before they happen. Designing intall processes, upgrade processed.. Really working hard to make the software look quality..
So.. how do other organizations address this. One department is politically stronger and its killing the product and company.
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