Category: Delivery and operation

Subcategory: Technology management

Application support - ASUP

Delivering management, technical and administrative services to support and maintain live applications.

Levels:

Level 2:
Description: Assists with specified maintenance procedures. Assists in the investigation and resolution of issues relating to applications.

Level 3:
Description: Follows agreed procedures to identify and resolve issues with applications. Uses application management software and tools to collect agreed performance statistics. Carries out agreed applications maintenance tasks.

Level 4:
Description: Maintains application support processes and checks that all requests for support are dealt with according to agreed procedures. Uses application management software and tools to investigate issues, collect performance statistics and create reports.

Level 5:
Description: Ensures all requests for support are dealt with according to set standards and procedures. Drafts and maintains procedures and documentation for applications support, incorporating security considerations. Manages application enhancements to improve business performance. Advises on application security, licensing, upgrades, backups and disaster recovery needs.