Subject

The Cornerstone platform support for our client included three main processes: Incident management, Change management and Release management. All three processes were characterized by the variability of the amount of resources required to cover the process. For instance, Release management had rapid increases in the amount of work required every two weeks (in case of patches), or every quarter (in case of release). Moreover, our client’s Cornerstone platform had to be maintained in a validated state, which involved additional documentation, and slowed down the pace of work of each consultant.

Scope of work

The designed dynamic support model was based on the idea of specializing each consultant in one of the main processes but having enough knowledge and experience to perform basic support tasks in each process.

Result

The model worked well, and it allowed to provide patches and release on time without needing to introduce many consultants to the project despite additional requirements of validation. High flexibility of support was delivered while supplying consultants specialized in each of the support processes.