The document discusses a presentation at the #itcamp19community conference, focusing on the concept of 3rd level support and its impact on coding practices. It covers necessary skills for effective support, including user perspective, business understanding, and future forecasting, as well as tools like logging and experience. The presentation also emphasizes the importance of a different coding perspective and includes a Q&A segment.

1. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals
How 3rd level support influenced my
code
Florin Flestea
Developer / Overthinker
iQuest Technologies

2. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals
Many thanks to our sponsors & partners!
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PARTNERS
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POWERED BY

3. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals
Who Am I?
- .NET Developer for almost 8 years
- 2 years of full time 3rd level support
- Worked on desktop and web
applications
- Public speaker

4. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals
• What is 3rd level support?
–Needed skills for 3rd level support
–Mindset
• Tools for investigation
–Logging
–Experience
• Different perspective over the code
• Q&A
Agenda

5. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals
• What is 3rd level support?
–Needed skills for 3rd level support
–Mindset
• Tools for investigation
–Logging
–Experience
• Different perspective over the code
• Q&A
Agenda

6. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals
WHAT IS 3RD LEVEL SUPPORT?
What is it, how we approach this?

7. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals
What is 3rd level support

8. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals
• What is 3rd level support?
–Needed skills for 3rd level support
–Mindset
• Tools for investigation
–Logging
–Experience
• Different perspective over the code
• Q&A
Agenda

9. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals
• Needed skills
–Thinks as a user
–Understand the business
–See the future?
What is 3rd level support?

10. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals
• Think as a user
–We already understand the flows
–Is it clear for the user?
–What the user expects from the application
–See through the “eyes” of the user
What is 3rd level support – Needed skills

11. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals
• Understand the business
–What the client wants the application for?
–Why he wants the features to be implemented in a certain
manner?
What is 3rd level support – Needed skills

12. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals
• See the future
–What will the users do on the application?
–What flows are not stable?
What is 3rd level support – Needed skills

13. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals
• What is 3rd level support?
–Needed skills for 3rd level support
–Mindset
• Tools for investigation
–Logging
–Experience
• Different perspective over the code
• Q&A
Agenda

14. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals
• Mindset
–Have you been a developer on the application?
–Have you had any experience with the application before?
What is 3rd level support?

15. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals
• What is 3rd level support?
–Needed skills for 3rd level support
–Mindset
• Tools for investigation
–Logging
–Experience
• Different perspective over the code
• Q&A
Agenda

16. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals
• Logging
–See the history of the actions and events of the application
–Learn what happened
• Experience
–Know what could fail
–What can cause a certain failure
Tools for investigation

17. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals
• What is 3rd level support?
–Needed skills for 3rd level support
–Mindset
• Tools for investigation
–Logging
–Experience
• Different perspective over the code
• Q&A
Agenda

18. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals
• Logging
–Logging exceptions
–Logging user actions (audit)
–Logging “events” in the application
Tools for investigation

19. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals
Try
{
code…
}
Catch
{
….
}
Tools for investigation – Logging exceptions

20. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals
• Auditing user’s actions
• Audit some actions even if not required
–User’s authentication
–User accesses a certain part of the application
–User did an important action in the application
Tools for investigation – Logging user actions

21. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals
• User’s “X” authentication was with “{Succes|Error}”
• User did {action} with the following data {data}
Tools for investigation – Logging “events” in the app

22. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals
• What is 3rd level support?
–Needed skills for 3rd level support
–Mindset
• Tools for investigation
–Logging
–Experience
• Different perspective over the code
• Q&A
Agenda

23. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals
• Intuition
• Known exceptions
• Known code smells
Tools for investigation – Experience

24. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals
• What is 3rd level support?
–Needed skills for 3rd level support
–Mindset
• Tools for investigation
–Logging
–Experience
• Different perspective over the code
• Q&A
Agenda

25. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals
• “Trees” vs “Forest”
• Flow implementation vs Feature implementation
Different perspective over the code

26. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals
Q & A

27. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals
• Business approach
• Business knowledge
• Logging
Takeaway

28. @ITCAMPRO #ITCAMP19Community Conference for IT Professionals
THANK YOU!