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https://medium.com/@Orchestrate/application-maintenance-and-support-best-practices-bef7bad780cc
Nov 30, 2015 · Application Maintenance and Support — Best Practices. ... policies and practices in order to ensure the software application is in sync with the latest requirements ... Software support is ...Author: Orchestrate Technologies, LLC
https://www.ogf.org/documents/Drafts/old/GridUserServicesBestPractices-02221.doc
Grid User Support Best Practices. Status of this Draft. ... software support organizations, and application development services, will be needed. ... More research needs to be done into methods for developing effective and accurate indicators of the performance of support groups. Current Support Models in Use.
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 ... maintaining the client software offshore. This is a cost-effective ...
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) ... with as many as five levels of support—and when that was exhausted the question usually had to be referred to a software ...
https://www.linkedin.com/pulse/what-consider-software-support-model-selection-mohamed-nada-mba
Mar 31, 2015 · Software Support Excellence Model . 1. Financial side. Where you must find answers to all your finical related questions, like how much will be the cost of …
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://www.gartner.com/en/information-technology/glossary/software-support-services
Software products and technologies covered under this category include commercial and custom operating systems, application software, and infrastructure software. Software support services do not include software license code updates and upgrades, which vendors often report as software maintenance. The segments covered in software support map ...
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