SFIA Skill
Application support ASUP
The provision of application maintenance and support services. Support may be provided both to users of the systems and to service delivery functions. Support typically takes the form of investigating and resolving issues and providing information about the systems. It may also include monitoring their performance. Issues may be resolved by providing advice or training to users about an application's functionality, correct operation or constraints, by devising work-arounds, correcting faults, making general or site-specific modifications, updating system documentation, manipulating data, or defining enhancements - often in close collaboration with the system's developers and/or with colleagues specialising in different areas, such as Database administration or Network support.
Application support: Level 5
Drafts and maintains procedures and documentation for applications support. Manages application enhancements to improve business performance. Ensures that all requests for support are dealt with according to set standards and procedures.
Application support: Level 4
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
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
Assists in the investigation and resolution of issues relating to applications. Assists with specified maintenance procedures.