Build out a complete business process diagram for your current application maintenance process.
- Begin with the intake function (how do requests originate?).
- Then address how maintenance requests are triaged, prioritized, and routed to the appropriate staff (or in some cases, vendor) for resolution.
- Be sure to also account for any feedback loops that occur: for example, if you allow end users to provide feedback on closed tickets, account for this in the diagram.
Leverage Info-Tech’s Visio template to help kick-start the process of creating your current state business process map.