The SMART Methodology, and this companion guide SMART Supplement, is configured and set up to fit the operations of a specific company: RISGlobal.com, using a specific ASM Tool: SupportApps.com. The contents are not an "off the shelf, one size fits all" methodology for all applications support and maintenance (ASM) practices in all companies. No such thing exists.
As described in the more generic ASM book written for executives, "Maximizing IT Value Through Operational Excellence," when setting up an applications support and maintenance (ASM) environment, each corporation must begin by following the ASM configuration and setup best practices. In executing those best practices, this SMART Methodology and SMART Supplement will be modified to fit the internal corporate culture and environment.
One cannot expect to buy this book, distribute it to the IT staff, and have SMART be magically implemented. This book, and the SMART Methodology is a starting point on the long journey of installing IT operational excellence in a corporation. When done, the SMART Methodology will not be a book, but rather an online corporate-specific reference that programmers and users utilize in supporting and maintaining the company's computer applications.
About the Author
In addition, Dr. Thompson has also written SMART Methodology; Solution Management and Request Tracking, The Only Authoratative Guide to Creating a Successful Applications Support & Maintenenace Environment, and Maximizing IT Value through Operational Excellence.