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https://www2.deloitte.com/content/dam/Deloitte/global/Documents/Technology/dttl_technology_applicationsupport.pdf
deliverables each of which stand alone in providing insight into the support model. Recommendations for implementing an optimised application support operation A methodology that uses strategy, service objectives and cost objectives to optimise a support solution that leverages effective processes, low cost resource options, and enabling ...
https://www.thinkhdi.com/library/supportworld/2017/evaluating-technical-support-models-tiered-support-vs-swarming-part-1.aspx
Yet the tiered support model provides no guidance for technical and application specialist groups participate in front line support; instead, the model calls for an escalation and filtering of issues to tier 2 and 3. Tiered support results in queues, work in progress, and backlog.
https://www.infosys.com/digital/insights/Documents/application-maintenance-support.pdf
The Infosys next-generation application management services bring in business relevant application maintenance and support for different models such as dedicated support, shared support, shared services, or dedicated service offerings for ongoing application and maintenance
https://files.nc.gov/ncdit/documents/files/Application%20Support%20Model.pdf
Category 1 Applications (Standard Software on all Desktops) Agency Business Agency IT ITS Service Desk ITS Desktop Business/Financial Approval X
https://www2.deloitte.com/content/dam/Deloitte/global/Documents/Technology/dttl_technology_managing%20capacity%2013082013.pdf
the application to defined service levels • Align Resources: Providing access to skilled resources ... on operational support services, driving those costs down becomes an imperative. Deloitte is relentlessly focused on ... A successful application support model begins well in advance of go-live. It is imperative to assess internal and
https://searchitoperations.techtarget.com/tip/ITs-application-support-model-depends-on-everyone-outside-IT
In many organizations, IT service management lacks user and business consultation. A successful application support model must go beyond IT. DevOps has succeeded as an application support model in part because it caters to user experience. The feedback loop between IT operations, developers and users must be as short as possible, but processes must fall below the business's established risk ...
https://aptude.com/services/application-support-service-and-maintenance/
Application Support Case Study. Our support and maintenance solutions help reduce application issues while reducing the total cost of ownership. Learn how Aptude’s application support model helped streamline IT initiatives for a leader in Transportation and logistics.
https://www.techrepublic.com/article/application-support-staff-provides-a-number-of-key-services/
The support staff provides a number of services, and has a number of responsibilities to ensure that applications remain in good working order. This column looks at those services in more detail.Author: Tom Mochal
https://medium.com/@Orchestrate/application-maintenance-and-support-best-practices-bef7bad780cc
Nov 30, 2015 · Application Maintenance and Support — Best Practices. ... This naturally puts tremendous amounts of pressure on the process of software maintenance and support infrastructure and …Author: Orchestrate Technologies, LLC
https://www.wired.com/insights/2013/04/tiered-customer-support-is-dead-and-why-thats-good-for-business/
Tiered Customer Support is Dead (And Why That’s Good for Business) ... Through a collaborative support model, issues can be assigned priorities and put into queues as they come in, either by a ...
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