One of the questions I ask when evaluating any Release Management process is how the organisation communicates a Release to the Service Desk and end users. I ask because quite frequently, it’s not done in a consistent way leading to an IT infrastructure perception that the Release has been “chucked over the fence” for them to support and a user perception that they know more than IT if they call up the Service Desk about a Release only to find that the Service Desk analyst knows nothing about it.
Using a Release note is a good idea for the following reasons:
(1) It is a consistent, auditable way of communicating that a Release is forthcoming to the user population and importantly to the rest of IT who will end up supporting it.
(2) It should communicate the main content of the release so that users know what to expect.
(3) It should highlight any differences in support for example floorwalkers will be onsite to provide help and guidance.
(4) Having the Release note issued via the Service Desk underlines the concept that the Service Desk is the single point of contact for IT support.
I will talk about what a Release note could look like in my next post.
What do you think about Release notes? Do you use them in your organisations?
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