The application support team’s day-to-day service interaction with business users and customers is consistent with the service desk function. The team’s application management and maintenance activities are consistent with the application management function.
- SERVICE DESK
The application support team functions as the service desk for the applications within their scope of responsibility. The team acts as the single point of contact for all work events associated with the application, such as incidents, service requests, and change requests. The team is responsible for managing all customer inquiries from receipt to resolution.
- APPLICATION MANAGEMENT
The application support team is responsible for managing application enhancements and maintenance requests through their entire lifecycle. The team is responsible for designing, testing, and improving the applications. The team’s quality control procedures ensure that any functional changes to the application satisfy the customer’s stated quality requirements. The team ensures that the application is available to the business users during the
required hours of operation.