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Question : Applicaiton Support Resources

December 13, 2011 ITIL V3 Application Support Q & A 1 Comment

The chaos in applicaiton support in my company is in part due to the limited resources assigned to aging applications and very little documentation. How do I suggest that we need help?

Answer : “Applicaiton Support Resources”

  1. Bob Anderson says:
    December 13, 2011 at 12:16 PM

    Mark, it is doubtful that you can fix the problem, it is mainly a management issue. The best you can do is to gather statistics on the backlog of enhancements, the number and severity of incidents, and how many technical support calls from users you get and the average amount of time you spend on each. This mustbe done for all work and administrative (vacation, holidays, meetings etc.) time for the entire team. Measure the time against available work time for the number of people in the application support staff.  Let the numbers speak for themselves. If the backlog of enhancements keeps climbing and calls and incidents consume most of the staff time, then it becomes a management decision to live with the backlog or service performance issues or staff according to the need of the department based on the work that is not getting done due to lack of proper resources. This is the best you can do.   Bob

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ITIL V3 Application Support Q & A

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The chaos in applicaiton support in my company is in part due to the limited resources assigned to aging applications and very little documentation. How do I suggest that we need help?
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Mark, it is doubtful that you can fix the problem, it is mainly a management issue. The best you can do is to gather statistics on the backlog of enhancements, the number and severity of incidents, and how many technical support calls from users you get and the average...
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