Definitions of support groups

Support groups provide specific functions for different groups of users, different environments, and even for different operations.

An IMS operations group must implement procedures and use tools, often specified by system programmers, that originate from requirements for database and data communication administration. The requirements for scheduling jobs, handling tapes and direct access devices, and producing printed output are developed in conjunction with general system operations procedures.

The system operations group provides z/OS® support, and also often supports the hardware. The software support group provides support for the operating system and the language compilers. The applications support group provides support for the application programs, and is represented by user liaison and development maintenance groups.

The user liaison group is of special importance. Most of the problems that end users experience are application-program dependent. The user liaison group, acting as first point of contact, can answer such questions, but operations cannot. The user liaison group can also be the channel for problem resolution. They can initiate problem tracking, and their interpretation of error events can help all end users. The user liaison group analyzes problems to determine if they are application-program related, procedural, hardware, or system software. They can contact the master terminal control group regarding network or operations problems, or interact with application-program development support for programming errors. Very often, they are key personnel in any decisions affecting recovery, because they must interpret the actions taken on behalf of end users.