Introduction
Like many people, I save a bulging "blog topic inventory list." My list has grown so much, that I am challenging myself to write as many blogs as I can this week.
So for those that came late to the story, please feel free to read:
https://communities.ca.com/community/ca-apm/blog/2016/12/18/2016-why-i-stopped-writing-apm-blogs-and-then-started-again-part-1 -- Part 1
https://communities.ca.com/community/ca-apm/blog/2017/06/21/2017-why-i-stopped-writing-apm-blogs-and-then-started-again-part-2 -- Part 2
How did it turn out?
In the previous blogs, I talked about the Lean Six Sigma Green Belt project that I led to spur Sustaining Engineering active participation in creating knowledge documents. So what the result?
* Sustaining Engineer, Product Management, SWAT, Development, and Professional Services have all provided content that were used in creating knowledge documents. This has become the rule rather than the exception.
* The Non-Support Knowledge Documents from the above groups continue to be heavily accessed each month by APM customers.
* Sustaining Engineering has provided information to create four new knowledge documents on average this month including on
- common issues they are seeing
- fixes added to APM hot fixes
- possible workarounds
- best practices for installs/upgrade, configuration settings, and optimal cluster performance
- previously undocumented features
Thirty-three new knowledge documents have been created in over eight months with a combined total of 655 hits that same timeframe. These documents also had an average of 24 hits per month. My thanks for Alfred Wong, Ramesh Palla, Haroon Ahmed, and their wonderful staff for their invaluable contributions and support of this project.
Next Steps
Sustaining has started to update existing knowledge documents. A lot more could be done in that area. Other APM groups are welcomed to get more involved this effort as well. My team is working with Diana Parks and her education staff to provide inputs to create helpful videos in various subject areas. The effort to provide timely and quality knowledge document never ends. Support looks forward to continue making the knowledge base grow to provide the right information when you need it.