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AKC10: Report Format Samples and Distribution

Description:

A detailed list of the reports and any other type of printed output produced by the application. Includes job, program and report distribution information. Samples of key reports are included. Identifies all business critical reports and an electronic image sample of what each report looks like. Additionally, provides production frequency, average number of pages and distribution. Most application analysts and users do not know what reports are produced by the application. Many support requests deal with new reports which may already exist, but are not known or a small change to an existing report would satisfy the request rather than a complete redevelopment of a new report.

Provides understanding of the reports produced by the system or subsystem and of the business areas affected if there are problems with the report.

Provides information such as:

  • Identification Number of the Report
  • Job that produces the Report
  • Program that produces the Report
  • Brief description of the Report
  • Frequency that the Report is produced (for example, Daily or Weekly)
  • Normal page volume of the Report Who the recipients are for the Report

How is it used?

Identifies all business critical reports and an electronic image sample of what each report looks like. Additionally, provides production frequency, average number of pages and distribution.

Most application analysts and users do not know what reports are produced by the application. Many support requests deal with new reports which may already exist, but are not known or a small change to an existing report would satisfy the request rather than a complete redevelopment of a new report.

Why is it important?

(1) Provides understanding of the reports produced by the system or subsystem and of the business areas affected if there are problems with the report.
(3) Provides most used application report information to support analysts and users alike, such as:

  • Identification Number of the Report
  • Job that produces the Report
  • Program that produces the Report
  • Brief description of the Report
  • Frequency that the Report is produced (for example, Daily or Weekly)
  • Normal page volume of the Report
  • Who the recipients are for the Report

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IT Support Services Comments

  • Bob Anderson: Daniel, from a certain point of view you are correct. CMMI- DEV deals primarily with software development best practices, the old CMM Level-5 dealt a great deal with defects. However, as you know the ...
  • Bob Anderson: Gunter, there are many possible SLA components and metrics that can be defined for any application software support. First I would recommend that you read this article which I had published in Compute...
  • Bob Anderson: Amiet, I would put it under the "Incident" process and track dates, number of occurrences, how much lost time, cause (who did it). You will need data for management if the practice has to stop. If you...
  • Bob Anderson: Amit, first of all why is the customer powering down the equipment? This should be brought to the attention of management and a very strong note sent to whoever is doing this.  If they are doing it on...
  • Bob Anderson: 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, an...

ITIL V3 Application Support Q & A

If you have any question on the blog content or have some specific question on how ITSM & ITIL can dramatically improve performance and reduce the cost of your Application Support service "Ask Bob"
Question :
Hi Bob, Since I have make a control of doubts from our dealers questions, that uses our SW, is possible to see evaluation of our intern SLA. Me question is: I find only three metrics using to compare months to months our evolaution: error programs, legislation, improvem...
Answer :
Gunter, there are many possible SLA components and metrics that can be defined for any application software support. First I would recommend that you read this article which I had published in Computer World on "How to create Meaningful IT Support SLA's"  use this link...
Question :
In your answer to "Question : bugs, known errors and kb articles". You refer to CMMI-DEV and talk about defects and say that CMMI-DEV is for software development and does not deal with operations. So, is that another way of saying that CMMI-DEV ignores operations? Isn't...
Answer :
Daniel, from a certain point of view you are correct. CMMI- DEV deals primarily with software development best practices, the old CMM Level-5 dealt a great deal with defects. However, as you know the folks who developed the original CMM  were not really initially inter...
Question :
Hi Bob, Continuing on the question i posted yesterday. I understand your comment and we have actually done that. It is a reactive approach and we now want to move to a praoctive approach and want to understand if these activities should be managed under the change proce...
Answer :
Amiet, I would put it under the "Incident" process and track dates, number of occurrences, how much lost time, cause (who did it). You will need data for management if the practice has to stop. If you want to be "proactive" in stopping this practice" you must capture bu...
Question :
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 :
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...
Question :
If a customer is powering down equipment at his site and it will bring down the services during that time, should this be recorded as a change. You will not have any control over this activity and this activity is managed by the customer himself. These activities may ha...
Answer :
Amit, first of all why is the customer powering down the equipment? This should be brought to the attention of management and a very strong note sent to whoever is doing this.  If they are doing it on their own without any instruction to do so and it affects other user...

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