The following six processes are used by the application support team to support service operation functions:
The team receives and acknowledges application support trigger events. Examples of these trigger events are notifications from:
- Users requesting assistance
- IT operations department
- System software
The team reviews all trigger events and creates an appropriate work event (incidents, service requests, change requests) in the Tracer® tool. When appropriate, the team notifies the source of the trigger event that a work event was created and then closes the trigger event.
The team quickly restores normal service when there is an interruption to a service or a reduction in the quality of service. Throughout this process the application support team tracks and captures incident status data in the Tracer® tool. Activities within this process are:
- Log the incident event in the Tracer® tool
The goal of this process is to minimize any negative business impact that may result from an incident. The team is also responsible for ensuring that service quality and availability are maintained in accordance with Service Level Agreements (SLAs).
The team identifies the root cause of an incident, determines a resolution, and then ensures that the incident does not occur again. Throughout this process the application support team tracks and captures problem status data in the Tracer® tool. Activities within this process are:
- Log the problem event in the Tracer® tool
The team balances the goals of Problem Management and Incident Management. The goal of Incident Management is to restore service as quickly as possible. The goal of Problem Management is to implement permanent solutions.
Request Fulfillment Management
The team manages service requests (support calls) that are received from the application users. Throughout this process the application support team tracks and captures support call status data in the Tracer® tool. Activities within this process are:
- Log the call support event in the Tracer® tool
- Consult or Investigate
It is important to distinguish between incidents and technical support calls. Incidents are unplanned and require Change Management approval prior to resolution. A support call, on the other hand, is unplanned, but is considered pre-approved by Change Management. For example, a support call may be an informational inquiry or user technical assistance on an application function.
The team manages the access rights that are given to users to access the applications. The process describes how the team coordinates communication between the application user and security administration regarding access to application functions.
Application Life-cycle management
The team develops, enhances, maintains, and manages applications within their scope of responsibility. The team uses this process to govern all activities related to the management of applications. Throughout this process, the application support team tracks and captures maintenance or enhancement status data in the Tracer® tool. As defined in the Tracer® tool, this process contains the following steps:
- Requirements Definition
- Build and Test
- Quality Review
In all the above service operation processes, data are collected and the teams performance is measured against defined service metrics for each work event type.