Application KnowledgeThe process of capturing, using and improving knowledge related to the application. For example, being able to answer common questions in a useful way.
Release & DeploymentDeploying changes for the developers of the application.
Configuration ManagementMaintaining a history of the application's patch level, configuration and design including the current state.Securing the application with techniques such as timely security patches, monitoring and escalation to information security teams.
BackupsBackup and restore of application environments and data.
Runbook AutomationThe process of automating and semi-automating maintenance of the application with tools such as workflow.
Continuous TestingTesting the application on a continual basis to detect problems before they impact users.
MonitoringMonitoring the quality of service, performance and security of the application.
MeasurementMeasuring and reporting application metrics such as availability and mean time between failures.
ImprovementContinually improving application support processes, knowledge and tools.incidents.troubleshooting such as determining the likely source of an incident. For example, determining if a server or network is down. root cause of incidents. This can be an extensive process that spans months. For example, replacing an unreliable telecom partner. cold site.
|Overview: Application Support|