What does support mean when they say 'As Delivered'?
Chris K 270004Y3TR Comment (1) Visits (6314)
Have you ever had an IBM TRIRIGA L2 support person say something like "I cannot recreate the problem in an As Delivered environment."? Have you ever wondered what "As Delivered" really means? If so, this is the blog post for you!
First, some fundamentals. IBM TRIRIGA is actually comprised of 2 components. There is the application version (eg 10.3, 10.3.1, 10.4, 10.4.2.1, etc.) and there is the platform version (eg 3.3, 3.3.1, 3.4, 3.4.1, etc.) It is important to understand the difference between the two versions. The platform version is the base upon which the application version is built. This is why you could not have a 10.4 application version running on a 3.3 platform. For a 10.4 application, the platform must at least be 3.4. The only exception to this is with regards to the 4th numeric position of the version number. It is possible that there is a fix pack for the application only and no changes were required of the platform to implement that change. Another way to keep the application and platform versions straight in your mind is to remember that you can customize the application, but you cannot customize the platform.
Second, there are several tests the L2 engineer may perform while trying to replicate an issue. The first thing is to test to see if the issue exists in a later application release. Often this means that we are also testing with a later platform release. As mentioned previously, the only exception is if there is a fix pack for the application only, no platform fix was required to implement the application fix. The L2 engineer should also check to see if they can recreate the problem using the same application version as you. This means that we may be testing with a platform release earlier than the one you have in your environment. This is where we start getting into the realm of the As Delivered terminology.
Suppose you have a problem with your application and you know that your base version is 10.3, You may have customized the application, but the basis of that customization was the 10.3 application version. Based on this scenario, the L2 engineer would test with an environment that is on the 10.3 application AND the 3.3 platform. This is what we mean when we say "As Delivered." The installer for the 10.3/3.3 IBM TRIRIGA Application Platform when installing a new environment would result in an "As Delivered" 10.3/3.3 environment. In you environment, you may have a 10.3 application, but you may have a 3.4 (or later) platform. If we could not replicate the problem in an As Delivered 10.3/3.3 environment, we would then check to see if we can replicate the problem in a 10.4/3.4 As Delivered environment. If we cannot replicate the problem in that environment, that would be a strong indicator that the problem may have been resolved in the 10.4 application code. If we can replicate the problem in that 10.4/3.4 As Delivered environment, then it is possible that the platform code introduced the problem.
Now that you know what we mean by "As Delivered", you might want to consider creating some small environments that represent an As Delivered state based on your application version as well as your platform version. In a future blog, I will talk about the importance of setting up these types of environments.