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
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
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
THANK YOU FOR THE INFORMATION
ReplyDeletePLEASE VISIT US
customized erp solutions in india
Thank you for the information network company in dubai
ReplyDelete