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Application Support
Requirements & Processes
Overview of the minimal information requirements for
supporting applications ...
High Level Information Requirements
Application Project Team Processes
and supporting Documentation
Examples:
● High Level...
Application Support Process
SLA Review and Sign off
Run Book (Operations Manual) Reviewed and Signed off
Agent Notes Revie...
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Application support requirements & processes

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Application support requirements & processes

  1. 1. Application Support Requirements & Processes Overview of the minimal information requirements for supporting applications and outline the mandatory processes and checkpoints in the Production Management Cycle.
  2. 2. High Level Information Requirements Application Project Team Processes and supporting Documentation Examples: ● High Level Overview of the application architecture. ● Supporting documents. ● System Level Agreements between Source and Target systems. ● Batch job dependency and business impacts. ● Report names, business descriptions and user community. ● Physical server lists and software configurations. ● SDLC environments (Dev, QA, UAT, Prod) etc. ● Productivity tools (Merant , Documentum etc. ) ● Documentation supporting Outstanding Change Requests ● Defects and business criteria acceptance. ● Access to the respective repositories. ● Understanding of SDLC followed by the project team ( DEV>>QA>>UAT>>Prod). Post production RASCI* (Responsible, Accountable, Support, Consult, Informed) chart. * If developed. Or AST can define it as a projectized effort. Identifying all stakeholders including ● Business owner ● QA teams ● Data Modeling team ● Development team ● 24X7 support team ● SCRM teams ● Vendor client support ● IT Application owner/liaison Availability of Post Production Documentation (if none available – a “project plan” has to be setup to define and formalize the set of supporting documents. Post-production Documents include ● Service Level Agreement (business –IT) ● Agent Notes – for Service Management ● Runbook –for all IT support teams.
  3. 3. Application Support Process SLA Review and Sign off Run Book (Operations Manual) Reviewed and Signed off Agent Notes Reviewed and Signed Off RASCI document Reviewed and Signed off Application Knowledge Transfer Identify DEV/QA/UAT/Prod environments and User Access Points SMS Capabilities in place ( Product Catalogue, Requests etc.) All requests have to be communicated via SMS system OR as a Project Request via Demand Management Channel. Defects Addressed on Priorities and resource utilization. Change Requests addressed on assessment , prioritization and resource utilization. Release Management Process in place. (DEV, QA, UAT , SCRM and PROD) Business – IT communication processes defined , agreed upon and in place. Example: Validation of CRs, defects, status communication periodicity etc.

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