IT Application Support Templates - Descriptions

Application Inventory (Excel) Only $7.95

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.

This template contains the following sections:

Application

Vendor

Release

Platform

Operating System

Software

Hardware

Comments

 
   
Application Primary and Backup Support (Excel) Only $7.95

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

This template contains the following sections:

Application

Skills Needed

Business Contact

Primary Support

Backup Support

Comments

 
   
Application Server Inventory (Excel) Only $7.95

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.

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) Only $7.95

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

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) Only $7.95

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.

This template contains the following sections:

Division / Department

User

Position

Frequency of Use

Power User

Comments

 
   
Client Contacts by Application (Excel) Only $7.95

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.

 

This template contains the following sections:

Application / Group

Business Owner, Title

Main User, Title

Comments

 
   
Client Problem Ticket Support Survey Only $7.95

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.

This template contains the following sections:

Rate Satisfaction

Comments (Optional)

 
   
Documentation Inventory (Excel) Only $7.95

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

This template contains the following sections:

Application(s)

Document Type

Format

Where Stored

Comment

 
   
Environmental Change Control Notification Only $7.95

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.

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 Only $7.95

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.

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 Only $7.95

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.

This template contains the following sections:

Explanation

7 Survey Questions

Comments

 
   
On Call List (Excel) Only $7.95

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.

This template contains the following sections:

Week Of

Application / Application Group

Time Reporting

 
   
Project Data Retention Sheet (Excel) Only $7.95

This simple document contains a table to describe the data retention for each file/datastore created from a project. It documents the file, type of data, who the data owner is, the length of time to keep the data, etc. 

 

This template contains the following sections:

Data Store

Description

Data Custodian

Retention Timeframe

How is Data Purged

Approvals

 
   
Rotating Dispatcher Schedule (Excel) Only $7.95

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.

This template contains the following sections:

Week Beginning

Primary

Alternate

Dispatch Comments

 
   
Service Request (Excel) Only $7.95

The Service Request template is used to define small work efforts. These types of requests could be small projects or enhancements. This template is used to ensure that the work is properly defined and that it is properly approved and prioritized.

This template contains the following sections:

Request Info

Assigned To, Date Assigned

Skills Needed

Estimated Effort Hours, Cost, and Duration

Constraints

Dependencies

Assumptions

Risks

Approvals

 
   
Skills Inventory per Application (Excel) Only $7.95

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.

This template contains the following sections:

Application

Support Team

Rate Level of Understanding

 
   
Staff Allocation (Excel) Only $7.95

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.

This template contains the following sections:

Support

Projects

Discretionary

Admin

 
   
Support Status Report Only $7.95

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

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) Only $7.95

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.

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) Only $7.95

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.

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) Only $7.95

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.

This template contains the following sections:

Forecast (Hours)

Project

Support

Discretionary

OH

Total

Actual (Hours)

Project

Support

Discretionary

OH

Total

 
   
Workload Forecast (Excel) Only $7.95

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

This template contains the following sections:

Support

Projects

Discretionary

Admin

 

Product info: project management templates, lifecycle templates, application support templates, program management, project management, portfolio management, project office, PMO, project lifecycle management, application support