Templates - IT/IS Application

Support

Only avalable in English - Somente Disponível em Inglês

Today, all major business processes are computerized in part or in whole. Therefore, every company must have an application support organization to ensure that these business applications run successfully and are error free. These support groups provide the backbone services that keep the production business applications going, which in turn allow the business itself to keep functioning.

The following templates will help you successfully establish and manage the IT Application Support group.

All templates are in Word unless noted otherwise.

Super Offer!!

Purchase all 20 IT/IS Application Support templates for only

R$ 115,95

Figura meramente ilustrativa

Application Inventory (Excel)

 

An application inventory provides clarity on exactly what your team is responsible for, and by omission, what your team is not responsible for. This inventory becomes a communication vehicle to highlight the scope of your responsibilities.

R$ 7,95

 

This template contains the following sections:

- Application

- Vendor

- Release

- Platform

- Operating System

- Software

- Hardware

- Comments

 

Application Primary and Backup Support (Excel)

 

This is a quick reference spreadsheet detailing contacts responsible for support needs and the skills they possess for responding to support requests.

R$ 7,95

 

This template contains the following sections:

- Application

- Skills Needed

- Business Contact

- Primary Support

- Backup Support

- Comments

 

Application Server Inventory (Excel)

 

An Application Server Inventory specifies the computer platform that each application runs on. For client-server and web applications, this inventory can be quite helpful.

R$ 7,95

 

This template contains the following sections:

- Server Name

- Prod / Test

- Description

- IP Address

- Server / ID / Password (if known)

- CPU / Mhz

- RAM

- Disk Space

- Operating System

- Comments

 

Application Server Maintenance List (Excel)

 

This document allows the support team to document the applications housed on the servers and vendor information in case of problems.

R$ 7,95

 

This template contains the following sections:

- Server Name

- Application(s)

- Vendor

- Vendor Phone Number

- Environment

- Vendor Maintenance

- SLA

- Maintenance Start Date

- Maintenance Amount

 

Application Users (Excel)

 

By documenting the users by Department/Division, the project and support teams can quickly identify specific areas who would be impacted by changes or should be contacted during problem resolution.

R$ 7,95

 

This template contains the following sections:

- Division / Department

- User

- Position

- Frequency of Use

- Power User

- Comments

 

Client Contacts by Application (Excel)

 

This quick reference of key business owners of each application provides information needed for contacting them in the case of changes to the applications or notification during problem resolution.

R$ 7,95

 

This template contains the following sections:

- Application / Group

- Business Owner, Title

- Main User, Title

- Comments

 

Client Problem Ticket Support Survey

 

This quality control document is used to capture feedback from the client after a problem has been resolved. By collecting this information, the support team can further refine their best practices and ensure high quality response on future problem resolution.

R$ 7,95

 

This template contains the following sections:

- Rate Satisfaction

- Comments (Optional)

 

Documentation Inventory (Excel)

 

This template is used to denote where important support documentation is stored for easier research.

R$ 7,95

 

This template contains the following sections:

- Application(s)

- Document Type

- Format

- Where Stored

- Comment

 

Environmental Change Control Notification

 

This template is used to notify stakeholders of changes that will be made to the IT infrastructure. Keep the information to one page. The information can be distributed on a template, in an email, on web forms, etc.

R$ 7,95

 

This template contains the following sections:

- Title

- Short Description of Change

- Impact of Change

- What You Need to Do (Optional)

- Location

- Timing (When and How Long)

- Downtime Notification

- Person Responsible

- Person Implementing

 

Information Retention Questionnaire

 

When an application creates new data (databases, files, records, reports, etc.), one question that needs to be resolved is how long to keep it. This template provides some questions that will help you determine these timeframes.

R$ 7,95

 

This template contains the following sections:

- Questions to be asked by the Project Manager to determine the Information Retention Rules

 

Management Survey of the Support Organization

 

This survey can be sent out as a document, an email, webpage etc. to the management stakeholders of the support team. The returned results should be summarized and analyzed for process improvement opportunities.

R$ 7,95

 

This template contains the following sections:

- Explanation

- 7 Survey Questions

- Comments

 

On Call List (Excel)

 

This is a critical document that would be used to schedule on call support and a quick reference for their area of responsibility and expertise.

R$ 7,95

 

This template contains the following sections:

- Week Of

- Application / Application Group

- Time Reporting

 

Rotating Dispatcher Schedule (Excel)

 

The dispatcher role allows for a contact point for the user community and directs inquiries to the appropriate support analyst. This schedule ensures coverage for all applications and provides a means for documenting the secondary dispatcher when the primary is not available.

R$ 7,95

 

This template contains the following sections:

- Week Beginning

- Primary

- Alternate

- Dispatch Comments

 

Skills Inventory per Application (Excel)

 

By documenting the skills and skill levels for each support team member, the operations manager can easily determine primary and secondary roles for supporting different applications and areas of expertise. This document could also be used for targeting training when there are gaps in supporting different applications.

R$ 7,95

 

This template contains the following sections:

- Application

- Support Team

- Rate Level of Understanding

 

Staff Allocation (Excel)

 

This document will assist in ensuring there are no gaps in support coverage for different applications. It can also be used as a means for resource leveling for the support staff to make certain appropriate support staff is available on a monthly basis.

R$ 7,95

 

This template contains the following sections:

- Support

- Projects

- Discretionary

- Admin

 

Support Status Report

 

This template can be used to document current status of support activities. It also should address any major concerns and significant accomplishments.

R$ 7,95

 

This template contains the following sections:

- Major Application(s) Supported

- Status Summary (Y/N)

- Explanation of Items Marked 'No"

- Significant Accomplishments This Period

- Planned Significant

- Accomplishments Next Period

- Budget Summary

- Additional Info (Optional)

 

Vendor Contact List (Excel)

 

This quick reference spreadsheet details vendor contacts responsible for support needs and how they can be reached. This would be utilized when problem resolution is outside the scope of the support team and within the responsibility of the vendor.

R$ 7,95

 

This template contains the following sections:

- Application / Group

- Software Product / Tool

- Software Vendor

- Main Vendor Contact

- Phone Number

- Cell Phone

- Email

- Comments

 

Vendor Software Licensed User Counts (Excel)

 

Tracking the number of licenses for various products used in an organization can be cumbersome. This spreadsheet allows for documenting license usage by application, department or other organizational entities to ensure proper product usage within the license agreement with the vendors.

R$ 7,95

 

This template contains the following sections:

- Application

- Vendor

- License Type

- # Licensed Users

- Total # Licenses

- Cost per License

- Total $

- Comments

- Users

 

Workload Actuals vs. Forecast (Excel)

 

If you are forecasting where team members should be spending their time, and you are collecting where they are actually spending their time, you can compare the two using this template. This exercise allows you to more accurately estimate the workload in the future.

R$ 7,95

 

This template contains the following sections:

- Forecast (Hours)

- Project

- Support

- Discretionary

- OH

- Total

- Actual (Hours)

- Project

- Support

- Discretionary

- OH

- Total

 

Workload Forecast (Excel)

 

This template helps you look at each person in the support group and estimate his/her workload for the next two to three months.

R$ 7,95

 

This template contains the following sections:

- Support

- Projects

- Discretionary

- Admin

 

Benefício adicional. Quando você comprar qualquer um dos nossos Templates (Formulários), você será adicionado em nossa lista de contatos para receber o nosso Boletim Informativo, que contém muitas informações sobre Gerenciamento de Projeto e anúncios especiais periódicos. (Você poderá remover o seu nome a qualquer momento).