How to Maintain High Quality Support Services for Applications

It takes more than just identifying and solving problems to provide high-quality support for your application. This blog will explain how to create and maintain an excellent application support system right from the beginning.

What makes high-quality support for applications and how can you make it happen?

Quality standards are documents that contain rules, specifications and guidelines that can be used regularly to ensure that products, processes, or services are of high quality. Standardization provides businesses with the vision, understanding, processes, terminology, and terminology they need to meet their stakeholders’ expectations.

  • Customer Focus: Customers focus is a business strategy which focuses all business growth and management decisions on the customer.
  • Leadership: leadership is a crucial management role that directs the organization’s resources to increase efficiency and achieve its goals.
  • Engagement of People. Employee Engagement refers to a worker’s enthusiasm and attention to their work.
  • Process approach: This is a method of planning and organizing the sequence and interactions between processes within a system. Some examples include monitoring, performance analysis, reviews, audits and monitoring.
  • Improvement: Continuous improvements are crucial as they ensure that we do things the most efficient, productive, and effective way.
  • Evidence-based Decision Making: Evidence Based Decision Making is a process that makes the best possible judgments using available evidence.
  • Relationship Management: Relationship Management is a method by which a company maintains a constant level of engagement with its target market.

Measuring Productivity

It is impossible to provide quality support for applications if productivity cannot be accurately assessed. Software that helps users create documents, graphs, workbooks and presentations is called productivity software. Many productivity tools can be used in the workplace.

How To Calculate/Determine Productivity

General Formula for Productivity = Output /Input

To calculate productivity, the effort / size formula will be used. There are many ways to determine the size of a support. Each approach has its own unique characteristics. However, productivity is only one aspect of service delivery. Quality, speed to market, employee retention, cost, and cost are all important considerations. These must all be measured in a benchmarking program to help evaluate performance.

Project management and time tracking software

The technology has advanced to the point that you can instantly measure employee productivity from any device and at any moment. This is especially useful for workplaces that use timesheets, and any function that requires online work (e.g. EBS, an online time tracking software). It is important to track the time for the stages that you want to include in your productivity measurement.

360-Degree Evaluation and Performance Feedback

It is both a challenge as well as an opportunity to develop a strong digital strategy. Part 3 of our Digital Essentials guide series focuses on five essential technology-driven experiences that customers want. You may not be utilizing them fully or missing some of these.

Asking for input from your coworkers is another effective way to determine productivity. 360-degree feedback is a way to get feedback from everyone, including those above and below you.

It is a good metric to determine how well an employee functions and whether their goals are being met, as it is observed by others around them. This is best when there is regular communication and cooperation.

Management of objectives

This strategy identifies the employee’s goals and provides the resources necessary to achieve them. If the goal is to increase sales by 50%, the tools required, such as training, technology and incentives, must be provided.

Regular check-ins can provide a clear understanding of the obstacles and how to overcome them. Staff can also be evaluated bi-monthly or quarterly to track how well they are meeting their goals.

Measuring quality

Although the criteria used to measure application support quality are complex, there are eight important aspects that you should consider.

Performance security usability Code quality

Reliability, Correctness, Maintainability Integrity

Code Quality These metrics measure how easy it is to understand and read the code, as well as whether it follows coding standards.

Performance: Performance measures assess whether a product meets its goals and performs as expected. This includes resource usage, scalability and customer satisfaction as well as response times.

Security Software security metrics evaluate a software program’s intrinsic safety and ensure that the product is not altered unauthorisedly before it is shipped to the customer.

Usability Software products are created for end users. Therefore, usability is an important quality criterion. We make sure that our clients are satisfied with all features and functionality.

Reliability: Reliability measures describe the software’s reliability under different scenarios. It is determined whether the software can provide precise service at the right moment.

Correctness: This is an important statistic in software quality. It determines whether a program or system is correct and functioning without errors, while still pleasing the user.

Product Maintenance: Software products should be regularly maintained and updated. Maintaining software products is costly and time-consuming. Time required to adapt to new features/functionality is included in the maintainability metrics..

Integrity. Software integrity has a significant impact on how easy it is to connect to other software, increasing its software capability, and the controls in place to stop illegal software being integrated, increasing cyberattack risk.


An Application Support Engineer (ASE) is an IT professional responsible for troubleshooting software applications used by a company and ensuring that helpdesk tickets are resolved promptly.

About the Author:

Fakesh Davel, a Senior Technical Consultant at Haberforever is responsible for supporting several L1 and L2 projects. He is enthusiastic about being available to help colleagues and juniors. His talents are being shared via his blog.

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