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

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

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

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.

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 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 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 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. 

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.

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.

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

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.

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.

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