Description:
This
document describes the role and function of IT application support. It lists
down high level requirements for setting up this group. This document is
intended for IT organizations, including project development, infrastructure
and other support teams
In order to
create or setup an application support group, following questions need to be
answered and described in detail:
- What is application support? What is the role of application support? What are the requirements?
- What are the Goals and Vision of the support team?
- Where does App support fit in within IT department? How does it interact with other groups?(Org Chart)
- Are there any prerequisites for setting up App support?
- Define support model (based on ITIL) or as per your organization’s needs.
- What are the training requirements? Current? On-going? Long-term?
- What should be the team structure and command structure? Role for Apps DBA? Apps Admin?
- What are the resource/staffing requirements? BA, Tech, DBA.
- What will be detailed job description for each team member?
- What is the detailed task list for App support?
- What are the SLAs, team performance criteria, metrics and status reporting?
- What are the criteria to measure management and individual team member performance?
- Describe the tools, methodologies, processes required for the operation of Appsupport
- Define Intake process related to Projects, tickets and any other support work
- Define resolution process and criteria for App support tasks(Incidents, Enhancements etc)
- How should the team interact with other IT and business teams? Define “Warm” hand-off.
- Is there scope to outsource support to a vendor? Determine what can be outsourced?
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