Phase 06
Operate
Operate keeps the service running, helps users, and responds when something goes wrong.
Read the workflow from top to bottom. Each column shows the role leading that step.
Client/User
Support
Operations
Product
Uses the service and reports questions, requests, or issues.
Triages the request and helps the user when possible.
User help or service issue?
Responds to incidents and restores service.
Closes resolved requests or escalates repeated issues.
Reviews repeated signals and improvement ideas.
Keeps the service stable or raises deeper problems.
Moves improvement ideas back into Orient when needed.
Records
- Support Ticket
- Incident
- Problem
- Feedback
Important choices
- Is this user help, a service issue, or both?
- Does the issue need urgent response?
- Is there a repeated problem that should become improvement work?
Handoff
Operate continues while the service is live. Issues can close, escalate, or become new improvement work.