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IT Service Management
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App Support Metrices

April 28, 2016 • ITIL V3 Application Support Q & AComments (0)

Hi Bob, We don’t have SLAs applicable in our App Support Service. In that case what metrices should be caprured to measure the performance of support service? D

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ITSM-ITIL Question

April 28, 2016 • ITIL V3 Application Support Q & AComments (0)

Are there any guidelines or IT-industry standards to estimate number of persons/resources required for tier1 or tier2 application/infrastructure support? Please provide pointers in this regard.

%age of tickets/issues handled at Level 1

April 28, 2016 • ITIL V3 Application Support Q & AComments (0)

Hi Bob, This is my 1st time on your blog and I found the contents very informative. I manage a level 1 production support process which caters to about 200 + highly critical applications with a global user base. My process is now more or less streamlined and

ITIL for application development management

April 28, 2016 • ITIL V3 Application Support Q & AComments (0)

Hello, We currently use HP service desk for our infrastructure team for change management cmdb etc. We do not use an ITIL tool for our application developers and system contiguration group (We use SAP). How would an ITIL tool be used by

Measuring Application Stability

April 28, 2016 • ITIL V3 Application Support Q & AComments (0)

Hi Bob, I’m working for a Product based company and i’m currently preparing the metrics on which we can measure the stability of the applications at any point of time (Daily/Weekly/Monthly). I’m currently considering the below: 1) Nature of