The global skills and competency framework for the digital world

Application support ASUP

The provision of application maintenance and support services, either directly to users of the systems or to service delivery functions. Support typically includes investigation and resolution of issues and may also include performance monitoring. Issues may be resolved by providing advice or training to users, by devising corrections (permanent or temporary) for faults, making general or site-specific modifications, updating documentation, manipulating data, or defining enhancements Support often involves close collaboration with the system's developers and/or with colleagues specialising in different areas, such as Database administration or Network support.

Moving to SFIA 8 

There is an updated version of this skill for SFIA 8. 

  • The skill descriptions have been edited for readability and guidance notes have been added 
  • Details available here -SFIA 8 Application support
  • SFIA 7 skill descriptions will remain available for you to use 
  • Previous SFIA assessments are not impacted by this change. 

Levels

Defined at these levels: 2 3 4 5

Application support: Level 1

This skill is not typically observed when working at this level of responsibility.

Application support: Level 2

Assists in the investigation and resolution of issues relating to applications. Assists with specified maintenance procedures.

Application support: Level 3

Identifies and resolves issues with applications, following agreed procedures. Uses application management software and tools to collect agreed performance statistics. Carries out agreed applications maintenance tasks.

Application support: Level 4

Maintains application support processes, and checks that all requests for support are dealt with according to agreed procedures. Uses application management software and tools to investigate issues, collect performance statistics and create reports.

Application support: Level 5

Drafts and maintains procedures and documentation for applications support. Manages application enhancements to improve business performance. Advises on application security, licensing, upgrades, backups, and disaster recovery needs. Ensures that all requests for support are dealt with according to set standards and procedures.

Application support: Levels 6-7

This skill is not typically observed when working at these levels of responsibility.