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ITIL :: View topic - Application support team
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Application support team

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Joined: Feb 20, 2014
Posts: 2

PostPosted: Fri Feb 21, 2014 9:21 am    Post subject: Application support team Reply with quote

I am an ITIL newbie

Anyone can help with this:

How to setup an Application Support Team - what to consider and top-level functions of the team?


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Joined: Jan 29, 2014
Posts: 14
Location: Delhi, India

PostPosted: Sat Feb 22, 2014 12:00 pm    Post subject: Application team Reply with quote

How to setup an Application Support Team?

1. Derive the support process first
2. Structure the service into L1 L2, L3 teams.
3. Train the L2/L3 team on the application functions, ITSM ticketing tool like Remedy
4. Establish knowledge library
5. Weekly support roster.
~ Share the knowledge
Madhava Verma Dantuluri
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Joined: May 08, 2015
Posts: 2

PostPosted: Sat May 09, 2015 1:38 pm    Post subject: Application Support Team Reply with quote

One more thing. Do remember to float an escalation matrix with all contact details that you can provide
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Joined: Aug 03, 2015
Posts: 1

PostPosted: Mon Aug 03, 2015 10:54 pm    Post subject: Reply with quote

In addition to the above,

Define the Support hours for each application
Define Service level Agreements
Prepare a technology Matrix as each application may have different technologies
It should be an ongoing process to maintain a Continuous Service Improvement register
Define agreed standards around Incident Management, Change Management and Problem Management
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Senior Itiler

Joined: Jun 05, 2015
Posts: 60
Location: Hyderabad ,India

PostPosted: Fri Aug 14, 2015 5:31 pm    Post subject: Reply with quote


I see nice replies from everyone here . If its all new Application management I would suggest get into understanding all the life cycle modules as each and every phase is very important while setting up something new .Get some time to read through ITIL life cycle and you will get more ideas and best practices to follow . These things cannot be covered in a forum like this

All the very best
Kranti Kiran Kumar Gedela

Project Manager - SAP

ITIL® Expert
Lean Six Sigma Black Belt ®
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