Joined: Jan 29, 2014 Posts: 14 Location: Delhi, India
Posted: Sat Feb 22, 2014 12:00 pm Post subject: Application team
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
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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