Target State Maintenance Workflow

Author(s): Ben Dickie, Carolyn Burns

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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.

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