Application support code fix

[ajaymaddula]

What are the differnt type of incidents we find in application support?
1. Server Coniguration Change
2. Code Fix
3. Infrastructure
4. Database

and so on

In most of the above solutions, it needs to go through Change Mgnt and then release management. Correct me if i am wrong.

If i am correct, then please share any templates or process flows which are being followed in any of the companies, which i would like to tailor and use for myself.

With Rgds
AJ

[Timo]

Hi AJ,

When I worked as an App. Manager we have mimicked our AM process close to what's been described in ITIL Application Management module.

Like with any process you need to have ownership and governance model, clearly documented roles and responsibilities, ability to measure performance, have review mechanisms etc...

Our AM process was also integrated with Incident, Change and Release enterprise processes since every production application was treated as a CI and was tied to delivering and supporting provision of one or more services.

This in a nutshell should be the areas to consider regarding Application management. Just like with anything else, you will need to look at what suits your organization best. Start with defining the objective for the Application Management. Once that is clear, it will be much easier to design your process in order to achieve these objectives.