Application Service Operation Processes

The following six processes are used by the application support team to support operation functions such as application support, technical management and IT operation management:

Event Management

An event is monitoring activities which create negative impact on service availability, service reliability and security. An event can also be triggered by an alert or notification created by an IT service, Configuration Item or monitoring tool based on business rules and referential data.  Application team member needs to take action and often will lead to an incident record being created either manually or automatically.

Incident Management 

On receiving an incident, the team takes action promptly in order to provide quality of service. The application support team tracks and captures incident information in the tool throughout this process. Activities within this process are:

• Log the incident event in the tool
• Set priority 
• Analyze
• Rectify
• Close

This process helps to reduce impact on daily business processes. While taking action on it, the team needs to ensure service quality is maintained as per the Service Level Agreements (SLAs). 

Problem Management

The team needs to search for a permanent solution on incidents which are occurring frequently which are termed as problems and the process as Problem management. The team identifies the root cause of an incident so that incident does not occur again. Activities within this process are:

• Detect
• Log the problem event in the tool 
• Set priority 
• Identify problem
• Do root cause analysis
• Rectify (provide permanent Solution)
• Close

One main difference between “Incident” and “Problem” is Incident Management is to resolve issue as quickly as possible and Problem Management is to implement permanent solutions on issue.

Request Fulfillment Management

Request Fulfillment is the process for managing events, which are repetitive and low risk changes initially processed via the application support team. 

Activities within this process are:

• Log the call support event in the tool
• Set Priority
• Analysis
• Rectify
• Close

For example, a support call may be an informational, query or assistance on an application function.

Access Management

Access management is the process of assigning rights to authorized user to use a service, while preventing access to non-authorized users. The team verifies request from approval and performs the tasks of giving rights to users to access the applications. Access management should periodically review the roles or groups used to control access to ensure that only necessary rights are being granted and that there are no rights conflicts among the roles or groups.

Activities within this process are:

• Log the call support event in the tool
• Set Priority
• Verification
• Providing rights (Perform task)
• Close

Application Lifecycle Management

Application lifecycle management (ALM) controls the software application from its initial stage to last stage. ALM is controlling pre-defined process such as definition, design, development, testing, deployment and management. The team develops, enhances, maintains, and manages applications within their scope of responsibility. As defined in the tool, this process contains the following steps:

• Requirements Elicitation
• Design
• Implement and Test
• Quality Review
• Deploy
• Optimize

Output of Application support team is measured on following factors:

• SLA reports that measure the team’s performance
• Time usage reports that show the team’s time distribution
• Resource performance reports that shows individual resource performance

Application Support team provides value by:

• Maintaining the stability of the applications
• Managing the availability of services
• Resolving user queries / requests/ issues
• Achieving service level goals
• Fixing problems

Process management practices are important and the need for technology enabled processes is critical for optimal operational efficiencies and effectiveness.

About Author:

Deepak Borole is a consultant in Systems Plus Pvt. Ltd. Within Systems Plus, he actively contributes to the areas of Technology and Information Security. He can be contacted at: deepak.borole@spluspl.com