Application support ASUP

(modified)

The provision of application maintenance and support services, either directly to users of the systems or to service delivery functions.

Guidance notes

Support typically includes investigation and resolution of issues and/or performance monitoring. Issues may be resolved by a variety of actions such as - but not limited to - providing advice or training to users,  devising permanent or temporary corrections for faults, making general or site-specific modifications, updating documentation, manipulating data, or defining enhancements. Support often involves close collaboration with application developers and other specialist areas. 

Application support: Level 5

(modified)

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

Application support: Level 4

(unchanged)

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.

Application support: Level 3

(unchanged)

Identifies and resolves issues with applications, following agreed procedures. Uses application management software and tools to collect agreed performance statistics. Carries out agreed applications maintenance tasks.

Application support: Level 2

(modified)

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