https://community.appian.com/success/w/guide/2966/support-your-appian-applicationen-USTelligent Community 12https://community.appian.com/success/w/guide/2966/support-your-appian-applicationTue, 23 Apr 2024 13:10:15 GMTd3a83456-d57b-489c-a84c-4e8267bb592a:e5de671d-f4b2-47f6-9ba7-c8e3f68990bfAppian Max Teamhttps://community.appian.com/success/w/guide/2966/support-your-appian-application#commentsCurrent Revision posted to Guide by Appian Max Team on 4/23/2024 1:10:15 PM<br /> <div style="margin:8px 16% 8px 8%;"> <h2 id="skills_covered">Skills Covered</h2> <p style="font-size:115%;"><span style="font-weight:400;">This guide provides some best practices on how to support your Appian application post-launch.</span></p> <p style="font-size:115%;"><span style="font-weight:400;">Skills Checklist:</span></p> <ul style="font-size:115%;"> <li style="font-weight:400;">Define the structure and purpose of an Appian application support team.&nbsp;&nbsp;</li> <li style="font-weight:400;"><span style="font-weight:400;">Learn the roles needed to source your application support team.&nbsp;</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Leverage application monitoring and health checks to ensure optimal performance.&nbsp;</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Learn strategies for collecting end-user feedback.&nbsp;</span></li> </ul> <h2 id="application_support_structure">Application Support Structure</h2> <p style="font-size:115%;"><span style="font-weight:400;">To be ready for issues as they arise, organize a multi-tiered support team with delegated responsibilities. It&rsquo;s not the only way to support an Appian application but it&rsquo;s effective because different issues will require different skill sets for resolution. The following table&nbsp;provides a framework for organizing your application support tiers.</span></p> <h3>Application Support Tiers</h3> <table> <tbody> <tr> <th> <h4>Support Tier</h4> </th> <th> <h4>Responsibilities</h4> </th> <th> <h4>Required Skills</h4> </th> </tr> <tr> <td> <p>Tier 1</p> <p></p> </td> <td>Business support️</td> <td> <ul> <li>Business domain expertise</li> <li>Knows how the application works</li> </ul> </td> </tr> <tr> <td> <p>Tier 2</p> </td> <td>Application Support️</td> <td> <ul> <li>Appian Certified Developer</li> <li>Knows how the application was designed</li> </ul> </td> </tr> <tr> <td> <p>Tier 3</p> </td> <td>Platform Support️</td> <td> <ul> <li>Appian Certified Administrator</li> </ul> </td> </tr> </tbody> </table> <p style="font-size:115%;"><span style="font-weight:400;">To be ready for issues as they arise, organize a multi-tiered support team with delegated responsibilities. It&rsquo;s not the only way to support an Appian application but it&rsquo;s effective because different issues will require different skill sets for resolution. The following table&nbsp;provides a framework for organizing your application support tiers.</span></p> <h3>Support Request Examples</h3> <table> <tbody> <tr> <th> <h4>Support Requests</h4> </th> <th> <h4>Tier 1</h4> </th> <th> <h4>Tier 2</h4> </th> <th> <h4>Tier 3</h4> </th> </tr> <tr> <td> <p>How do I use this application?</p> <p></p> </td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td></td> <td></td> </tr> <tr> <td> <p>Which report shows me the data I need?</p> </td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td></td> <td></td> </tr> <tr> <td> <p>I need to be added to a group.</p> </td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td></td> <td></td> </tr> <tr> <td> <p>Why don&#39;t I have the task I need?</p> </td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td></td> </tr> <tr> <td> <p>The data on this report is incorrect.</p> </td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td></td> </tr> <tr> <td> <p>There&#39;s an error in the application.</p> </td> <td></td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td></td> </tr> <tr> <td> <p>The system is running slower than normal.</p> </td> <td></td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> </tr> <tr> <td> <p>I&#39;m unable to login.</p> </td> <td></td> <td></td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> </tr> <tr> <td> <p>An integration is down.</p> </td> <td></td> <td></td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> </tr> </tbody> </table> <h2 id="build_your_support_team">Build Your Support Team</h2> <p style="font-size:115%;"><span style="font-weight:400;">You should have a clear process to show users how to request assistance and to help your multi-tiered support team guide resolution. An effective application support&nbsp;team should be able to respond to end-user requests by establishing a ticket tracking system, defining support priorities, and normalizing response times. </span></p> <p style="font-size:115%;"><span style="font-weight:400;">Different models follow for sourcing team members for each tier:</span></p> <h3>Support Team Roles</h3> <h4><strong>Power User</strong></h4> <p style="font-size:115%;"><span style="font-weight:400;">A power user is someone in the business who is very familiar with the application and its use cases. They understand the application&#39;s business context and can answer questions about how the application should be used.</span></p> <p style="font-size:115%;"><span style="font-weight:400;">We recommend looking for&nbsp;this role in your business operations team, where this skill set is commonly found.</span></p> <h4><strong>Development Team</strong></h4> <p style="font-size:115%;"><span style="font-weight:400;">With training and access to business operations for questions, these team members can act in for Tier 1 support as needed.</span></p> <p style="font-size:115%;"><span style="font-weight:400;">The development team should also allocate a percentage of their time to documenting and transferring support knowledge to the dedicated application support team.</span></p> <h4><strong>Dedicated Application Support Team</strong></h4> <p style="font-size:115%;"><span style="font-weight:400;">A dedicated application support team can reduce drain on the development team, given that adequate time and effort is given to transfer knowledge between teams.</span></p> <h4><strong>Appian Platform Team</strong></h4> <p style="font-size:115%;"><span style="font-weight:400;">A trained Appian Administrator should support this tier. If your Deployment model is on-premises, the Administrator will need support from the team that manages the underlying infrastructure. With the Appian cloud deployment model, infrastructure support is provided as part of the service.</span></p> <h3>Roles and Support Tier Assignment</h3> <table> <tbody> <tr> <th> <h4>Role</h4> </th> <th> <h4>Tier 1</h4> </th> <th> <h4>Tier 2</h4> </th> <th> <h4>Tier 3</h4> </th> </tr> <tr> <td> <p></p> Power User</td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td></td> <td></td> </tr> <tr> <td> <p>Development Team</p> </td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span></td> <td></td> </tr> <tr> <td> <p>Dedicated Application Support Team</p> </td> <td>️</td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span></td> <td></td> </tr> <tr> <td> <p>Appian Platform Team</p> </td> <td>️</td> <td></td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span></td> </tr> </tbody> </table> <h2 id="monitor_performance">Monitor Performance</h2> <p style="font-size:115%;"><span style="font-weight:400;">The Tier 2 support team should regularly monitor application performance. In particular, the support team should ensure that the application is:</span></p> <ul> <li style="font-size:115%;"><span style="font-weight:400;">functional and not producing errors</span></li> <li style="font-size:115%;"><span style="font-weight:400;">running efficiently and providing a good user experience</span></li> </ul> <p style="font-size:115%;"><span style="font-weight:400;">For more information on application performance, see <a href="https://docs.appian.com/suite/help/22.3/monitoring-applications.html">Application Monitoring</a>.</span></p> <h3>Application Health Check</h3> <p style="font-size:115%;"><span style="font-weight:400;">Regular health checks will allow you to identify emerging issues early and prevent &ldquo;snowballing&rdquo; that can lead to major outages. Each month, the support team should run and review the results of the <a href="https://docs.appian.com/suite/help/22.3/health-check.html">health check tool</a>. This performs a comprehensive analysis of the most important logs to identify unreported problems, bottlenecks in application performance, and other risks such as violations of application design best practices.</span></p> <h2 id="user_feedback">User Feedback</h2> <p style="font-size:115%;"><span style="font-weight:400;">Your business is constantly evolving, as are the needs of your application&rsquo;s end-user community. Business rules, data fields, and processes which made sense when the application was originally designed may become obsolete, and application features may become limitations that users must work around. Fortunately, you can easily keep Appian applications in tune with user needs by implementing the following:&nbsp;</span></p> <p style="font-size:115%;"><span style="font-weight:400;"><img alt=" " src="/resized-image/__size/820x546/__key/communityserver-wikis-components-files/00-00-00-00-46/Collect-Feedback-from-End-Users.png" /></span></p> <p style="font-size:115%;"><span style="font-weight:400;">Appian releases new features every quarter to enhance your capabilities. Most platform improvements update automatically, so your application improves with the platform. In some cases, the platform will release an entirely new feature or capability that wasn&rsquo;t possible before.</span></p> <p style="font-size:115%;"><span style="font-weight:400;">Allocate time to review these new capabilities so you can ensure you&rsquo;re taking advantage of everything the platform has to offer.</span></p> <p style="font-size:115%;"><span style="font-weight:400;">Find details on the latest features in the<a href="https://docs.appian.com/suite/help/22.3/Appian_Release_Notes.html"> Release Notes</a>.</span></p> </div><div style="clear:both;"></div> <div style="font-size: 90%;">Tags: program management, Vision</div> https://community.appian.com/success/w/guide/2966/support-your-appian-application/revision/3Wed, 22 Mar 2023 17:14:46 GMTd3a83456-d57b-489c-a84c-4e8267bb592a:e5de671d-f4b2-47f6-9ba7-c8e3f68990bfDevon Leehttps://community.appian.com/success/w/guide/2966/support-your-appian-application#commentsRevision 3 posted to Guide by Devon Lee on 3/22/2023 5:14:46 PM<br /> <div style="margin:8px 16% 8px 8%;"> <h2 id="skills_covered">Skills Covered</h2> <p style="font-size:115%;"><span style="font-weight:400;">This guide provides some best practices on how to support your Appian application post-launch.</span></p> <p style="font-size:115%;"><span style="font-weight:400;">Skills Checklist:</span></p> <ul style="font-size:115%;"> <li style="font-weight:400;">Define the structure and purpose of an Appian application support team.&nbsp;&nbsp;</li> <li style="font-weight:400;"><span style="font-weight:400;">Learn the roles needed to source your application support team.&nbsp;</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Leverage application monitoring and health checks to ensure optimal performance.&nbsp;</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Learn strategies for collecting end-user feedback.&nbsp;</span></li> </ul> <h2 id="application_support_structure">Application Support Structure</h2> <p style="font-size:115%;"><span style="font-weight:400;">To be ready for issues as they arise, organize a multi-tiered support team with delegated responsibilities. It&rsquo;s not the only way to support an Appian application but it&rsquo;s effective because different issues will require different skill sets for resolution. The following table&nbsp;provides a framework for organizing your application support tiers.</span></p> <h3>Application Support Tiers</h3> <table> <tbody> <tr> <th> <h4>Support Tier</h4> </th> <th> <h4>Responsibilities</h4> </th> <th> <h4>Required Skills</h4> </th> </tr> <tr> <td> <p>Tier 1</p> <p></p> </td> <td>Business support️</td> <td> <ul> <li>Business domain expertise</li> <li>Knows how the application works</li> </ul> </td> </tr> <tr> <td> <p>Tier 2</p> </td> <td>Application Support️</td> <td> <ul> <li>Appian Certified Developer</li> <li>Knows how the application was designed</li> </ul> </td> </tr> <tr> <td> <p>Tier 3</p> </td> <td>Platform Support️</td> <td> <ul> <li>Appian Certified Administrator</li> </ul> </td> </tr> </tbody> </table> <p style="font-size:115%;"><span style="font-weight:400;">To be ready for issues as they arise, organize a multi-tiered support team with delegated responsibilities. It&rsquo;s not the only way to support an Appian application but it&rsquo;s effective because different issues will require different skill sets for resolution. The following table&nbsp;provides a framework for organizing your application support tiers.</span></p> <h3>Support Request Examples</h3> <table> <tbody> <tr> <th> <h4>Support Requests</h4> </th> <th> <h4>Tier 1</h4> </th> <th> <h4>Tier 2</h4> </th> <th> <h4>Tier 3</h4> </th> </tr> <tr> <td> <p>How do I use this application?</p> <p></p> </td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td></td> <td></td> </tr> <tr> <td> <p>Which report shows me the data I need?</p> </td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td></td> <td></td> </tr> <tr> <td> <p>I need to be added to a group.</p> </td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td></td> <td></td> </tr> <tr> <td> <p>Why don&#39;t I have the task I need?</p> </td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td></td> </tr> <tr> <td> <p>The data on this report is incorrect.</p> </td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td></td> </tr> <tr> <td> <p>There&#39;s an error in the application.</p> </td> <td></td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td></td> </tr> <tr> <td> <p>The system is running slower than normal.</p> </td> <td></td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> </tr> <tr> <td> <p>I&#39;m unable to login.</p> </td> <td></td> <td></td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> </tr> <tr> <td> <p>An integration is down.</p> </td> <td></td> <td></td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> </tr> </tbody> </table> <h2 id="build_your_support_team">Build Your Support Team</h2> <p style="font-size:115%;"><span style="font-weight:400;">You should have a clear process to show users how to request assistance and to help your multi-tiered support team guide resolution. An effective application support&nbsp;team should be able to respond to end-user requests by establishing a ticket tracking system, defining support priorities, and normalizing response times. </span></p> <p style="font-size:115%;"><span style="font-weight:400;">Different models follow for sourcing team members for each tier:</span></p> <h3>Support Team Roles</h3> <h4><strong>Power User</strong></h4> <p style="font-size:115%;"><span style="font-weight:400;">A power user is someone in the business who is very familiar with the application and its use cases. They understand the application&#39;s business context and can answer questions about how the application should be used.</span></p> <p style="font-size:115%;"><span style="font-weight:400;">We recommend looking for&nbsp;this role in your business operations team, where this skill set is commonly found.</span></p> <h4><strong>Development Team</strong></h4> <p style="font-size:115%;"><span style="font-weight:400;">With training and access to business operations for questions, these team members can act in for Tier 1 support as needed.</span></p> <p style="font-size:115%;"><span style="font-weight:400;">The development team should also allocate a percentage of their time to documenting and transferring support knowledge to the dedicated application support team.</span></p> <h4><strong>Dedicated Application Support Team</strong></h4> <p style="font-size:115%;"><span style="font-weight:400;">A dedicated application support team can reduce drain on the development team, given that adequate time and effort is given to transfer knowledge between teams.</span></p> <h4><strong>Appian Platform Team</strong></h4> <p style="font-size:115%;"><span style="font-weight:400;">A trained Appian Administrator should support this tier. If your Deployment model is on-premises, the Administrator will need support from the team that manages the underlying infrastructure. With the Appian cloud deployment model, infrastructure support is provided as part of the service.</span></p> <h3>Roles and Support Tier Assignment</h3> <table> <tbody> <tr> <th> <h4>Role</h4> </th> <th> <h4>Tier 1</h4> </th> <th> <h4>Tier 2</h4> </th> <th> <h4>Tier 3</h4> </th> </tr> <tr> <td> <p></p> Power User</td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td></td> <td></td> </tr> <tr> <td> <p>Development Team</p> </td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span></td> <td></td> </tr> <tr> <td> <p>Dedicated Application Support Team</p> </td> <td>️</td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span></td> <td></td> </tr> <tr> <td> <p>Appian Platform Team</p> </td> <td>️</td> <td></td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span></td> </tr> </tbody> </table> <h2 id="monitor_performance">Monitor Performance</h2> <p style="font-size:115%;"><span style="font-weight:400;">The Tier 2 support team should regularly monitor application performance. In particular, the support team should ensure that the application is:</span></p> <ul> <li style="font-size:115%;"><span style="font-weight:400;">functional and not producing errors</span></li> <li style="font-size:115%;"><span style="font-weight:400;">running efficiently and providing a good user experience</span></li> </ul> <p style="font-size:115%;"><span style="font-weight:400;">For more information on application performance, see <a href="https://docs.appian.com/suite/help/22.3/monitoring-applications.html">Application Monitoring</a>.</span></p> <h3>Application Health Check</h3> <p style="font-size:115%;"><span style="font-weight:400;">Regular health checks will allow you to identify emerging issues early and prevent &ldquo;snowballing&rdquo; that can lead to major outages. Each month, the support team should run and review the results of the <a href="https://docs.appian.com/suite/help/22.3/health-check.html">health check tool</a>. This performs a comprehensive analysis of the most important logs to identify unreported problems, bottlenecks in application performance, and other risks such as violations of application design best practices.</span></p> <h2 id="user_feedback">User Feedback</h2> <p style="font-size:115%;"><span style="font-weight:400;">Your business is constantly evolving, as are the needs of your application&rsquo;s end-user community. Business rules, data fields, and processes which made sense when the application was originally designed may become obsolete, and application features may become limitations that users must work around. Fortunately, you can easily keep Appian applications in tune with user needs by implementing the following:&nbsp;</span></p> <p style="font-size:115%;"><span style="font-weight:400;"><img alt=" " src="/resized-image/__size/820x546/__key/communityserver-wikis-components-files/00-00-00-00-46/Collect-Feedback-from-End-Users.png" /></span></p> <p style="font-size:115%;"><span style="font-weight:400;">Appian releases new features every quarter to enhance your capabilities. Most platform improvements update automatically, so your application improves with the platform. In some cases, the platform will release an entirely new feature or capability that wasn&rsquo;t possible before.</span></p> <p style="font-size:115%;"><span style="font-weight:400;">Allocate time to review these new capabilities so you can ensure you&rsquo;re taking advantage of everything the platform has to offer.</span></p> <p style="font-size:115%;"><span style="font-weight:400;">Find details on the latest features in the<a href="https://docs.appian.com/suite/help/22.3/Appian_Release_Notes.html"> Release Notes</a>.</span></p> </div><div style="clear:both;"></div> <div style="font-size: 90%;">Tags: program management, Vision</div> https://community.appian.com/success/w/guide/2966/support-your-appian-application/revision/2Fri, 09 Dec 2022 16:09:24 GMTd3a83456-d57b-489c-a84c-4e8267bb592a:e5de671d-f4b2-47f6-9ba7-c8e3f68990bfjoel.larinhttps://community.appian.com/success/w/guide/2966/support-your-appian-application#commentsRevision 2 posted to Guide by joel.larin on 12/9/2022 4:09:24 PM<br /> <div style="margin:8px 16% 8px 8%;"> <h2 id="skills_covered"><img alt=" " src="/resized-image/__size/712x304/__key/communityserver-wikis-components-files/00-00-00-00-46/supporting_5F00_appian_5F00_applications_2D00_02.png" /><span class="sr-only">Skills Covered</span></h2> <p style="font-size:115%;"><span style="font-weight:400;">This guide provides some best practices on how to support your Appian application post-launch.</span></p> <p style="font-size:115%;"><span style="font-weight:400;">Skills Checklist:</span></p> <ul style="font-size:115%;"> <li style="font-weight:400;">Define the structure and purpose of an Appian application support team.&nbsp;&nbsp;</li> <li style="font-weight:400;"><span style="font-weight:400;">Learn the roles needed to source your application support team.&nbsp;</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Leverage application monitoring and health checks to ensure optimal performance.&nbsp;</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Learn strategies for collecting end-user feedback.&nbsp;</span></li> </ul> <h2 id="application_support_structure"><img alt="Application Support Structure" src="/resized-image/__size/712x304/__key/communityserver-wikis-components-files/00-00-00-00-46/supporting_5F00_appian_5F00_applications_2D00_01.png" /><span class="sr-only">Application Support Structure</span></h2> <p style="font-size:115%;"><span style="font-weight:400;">To be ready for issues as they arise, organize a multi-tiered support team with delegated responsibilities. It&rsquo;s not the only way to support an Appian application but it&rsquo;s effective because different issues will require different skill sets for resolution. The following table&nbsp;provides a framework for organizing your application support tiers.</span></p> <h3>Application Support Tiers</h3> <table> <tbody> <tr> <th> <h4>Support Tier</h4> </th> <th> <h4>Responsibilities</h4> </th> <th> <h4>Required Skills</h4> </th> </tr> <tr> <td> <p>Tier 1</p> <p></p> </td> <td>Business support️</td> <td> <ul> <li>Business domain expertise</li> <li>Knows how the application works</li> </ul> </td> </tr> <tr> <td> <p>Tier 2</p> </td> <td>Application Support️</td> <td> <ul> <li>Appian Certified Developer</li> <li>Knows how the application was designed</li> </ul> </td> </tr> <tr> <td> <p>Tier 3</p> </td> <td>Platform Support️</td> <td> <ul> <li>Appian Certified Administrator</li> </ul> </td> </tr> </tbody> </table> <p style="font-size:115%;"><span style="font-weight:400;">To be ready for issues as they arise, organize a multi-tiered support team with delegated responsibilities. It&rsquo;s not the only way to support an Appian application but it&rsquo;s effective because different issues will require different skill sets for resolution. The following table&nbsp;provides a framework for organizing your application support tiers.</span></p> <h3>Support Request Examples</h3> <table> <tbody> <tr> <th> <h4>Support Requests</h4> </th> <th> <h4>Tier 1</h4> </th> <th> <h4>Tier 2</h4> </th> <th> <h4>Tier 3</h4> </th> </tr> <tr> <td> <p>How do I use this application?</p> <p></p> </td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td></td> <td></td> </tr> <tr> <td> <p>Which report shows me the data I need?</p> </td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td></td> <td></td> </tr> <tr> <td> <p>I need to be added to a group.</p> </td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td></td> <td></td> </tr> <tr> <td> <p>Why don&#39;t I have the task I need?</p> </td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td></td> </tr> <tr> <td> <p>The data on this report is incorrect.</p> </td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td></td> </tr> <tr> <td> <p>There&#39;s an error in the application.</p> </td> <td></td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td></td> </tr> <tr> <td> <p>The system is running slower than normal.</p> </td> <td></td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> </tr> <tr> <td> <p>I&#39;m unable to login.</p> </td> <td></td> <td></td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> </tr> <tr> <td> <p>An integration is down.</p> </td> <td></td> <td></td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> </tr> </tbody> </table> <h2 id="build_your_support_team"><img alt="Build Your Support Team" src="/resized-image/__size/712x304/__key/communityserver-wikis-components-files/00-00-00-00-46/supporting_5F00_appian_5F00_applications_2D00_04.png" /><span class="sr-only">Build Your Support Team</span></h2> <p style="font-size:115%;"><span style="font-weight:400;">You should have a clear process to show users how to request assistance and to help your multi-tiered support team guide resolution. An effective application support&nbsp;team should be able to respond to end-user requests by establishing a ticket tracking system, defining support priorities, and normalizing response times. </span></p> <p style="font-size:115%;"><span style="font-weight:400;">Different models follow for sourcing team members for each tier:</span></p> <h3>Support Team Roles</h3> <h4><strong>Power User</strong></h4> <p style="font-size:115%;"><span style="font-weight:400;">A power user is someone in the business who is very familiar with the application and its use cases. They understand the application&#39;s business context and can answer questions about how the application should be used.</span></p> <p style="font-size:115%;"><span style="font-weight:400;">We recommend looking for&nbsp;this role in your business operations team, where this skill set is commonly found.</span></p> <h4><strong>Development Team</strong></h4> <p style="font-size:115%;"><span style="font-weight:400;">With training and access to business operations for questions, these team members can act in for Tier 1 support as needed.</span></p> <p style="font-size:115%;"><span style="font-weight:400;">The development team should also allocate a percentage of their time to documenting and transferring support knowledge to the dedicated application support team.</span></p> <h4><strong>Dedicated Application Support Team</strong></h4> <p style="font-size:115%;"><span style="font-weight:400;">A dedicated application support team can reduce drain on the development team, given that adequate time and effort is given to transfer knowledge between teams.</span></p> <h4><strong>Appian Platform Team</strong></h4> <p style="font-size:115%;"><span style="font-weight:400;">A trained Appian Administrator should support this tier. If your Deployment model is on-premises, the Administrator will need support from the team that manages the underlying infrastructure. With the Appian cloud deployment model, infrastructure support is provided as part of the service.</span></p> <h3>Roles and Support Tier Assignment</h3> <table> <tbody> <tr> <th> <h4>Role</h4> </th> <th> <h4>Tier 1</h4> </th> <th> <h4>Tier 2</h4> </th> <th> <h4>Tier 3</h4> </th> </tr> <tr> <td> <p></p> Power User</td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td></td> <td></td> </tr> <tr> <td> <p>Development Team</p> </td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span></td> <td></td> </tr> <tr> <td> <p>Dedicated Application Support Team</p> </td> <td>️</td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span></td> <td></td> </tr> <tr> <td> <p>Appian Platform Team</p> </td> <td>️</td> <td></td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span></td> </tr> </tbody> </table> <h2 id="monitor_performance"><img alt="Monitor Performance" src="/resized-image/__size/712x304/__key/communityserver-wikis-components-files/00-00-00-00-46/supporting_5F00_appian_5F00_applications_2D00_06.png" /><span class="sr-only">Monitor Performance</span></h2> <p style="font-size:115%;"><span style="font-weight:400;">The Tier 2 support team should regularly monitor application performance. In particular, the support team should ensure that the application is:</span></p> <ul> <li style="font-size:115%;"><span style="font-weight:400;">functional and not producing errors</span></li> <li style="font-size:115%;"><span style="font-weight:400;">running efficiently and providing a good user experience</span></li> </ul> <p style="font-size:115%;"><span style="font-weight:400;">For more information on application performance, see <a href="https://docs.appian.com/suite/help/22.3/monitoring-applications.html">Application Monitoring</a>.</span></p> <h3>Application Health Check</h3> <p style="font-size:115%;"><span style="font-weight:400;">Regular health checks will allow you to identify emerging issues early and prevent &ldquo;snowballing&rdquo; that can lead to major outages. Each month, the support team should run and review the results of the <a href="https://docs.appian.com/suite/help/22.3/health-check.html">health check tool</a>. This performs a comprehensive analysis of the most important logs to identify unreported problems, bottlenecks in application performance, and other risks such as violations of application design best practices.</span></p> <h2 id="user_feedback"><img alt="User Feedback" src="/resized-image/__size/712x304/__key/communityserver-wikis-components-files/00-00-00-00-46/supporting_5F00_appian_5F00_applications_2D00_05.png" /><span class="sr-only">User Feedback</span></h2> <p style="font-size:115%;"><span style="font-weight:400;">Your business is constantly evolving, as are the needs of your application&rsquo;s end-user community. Business rules, data fields, and processes which made sense when the application was originally designed may become obsolete, and application features may become limitations that users must work around. Fortunately, you can easily keep Appian applications in tune with user needs by implementing the following:&nbsp;</span></p> <p style="font-size:115%;"><span style="font-weight:400;"><img alt=" " src="/resized-image/__size/820x546/__key/communityserver-wikis-components-files/00-00-00-00-46/Collect-Feedback-from-End-Users.png" /></span></p> <p style="font-size:115%;"><span style="font-weight:400;">Appian releases new features every quarter to enhance your capabilities. Most platform improvements update automatically, so your application improves with the platform. In some cases, the platform will release an entirely new feature or capability that wasn&rsquo;t possible before.</span></p> <p style="font-size:115%;"><span style="font-weight:400;">Allocate time to review these new capabilities so you can ensure you&rsquo;re taking advantage of everything the platform has to offer.</span></p> <p style="font-size:115%;"><span style="font-weight:400;">Find details on the latest features in the<a href="https://docs.appian.com/suite/help/22.3/Appian_Release_Notes.html"> Release Notes</a>.</span></p> </div><div style="clear:both;"></div> <div style="font-size: 90%;">Tags: program management, Vision</div> https://community.appian.com/success/w/guide/2966/support-your-appian-application/revision/1Fri, 09 Dec 2022 15:01:34 GMTd3a83456-d57b-489c-a84c-4e8267bb592a:e5de671d-f4b2-47f6-9ba7-c8e3f68990bfjoel.larinhttps://community.appian.com/success/w/guide/2966/support-your-appian-application#commentsRevision 1 posted to Guide by joel.larin on 12/9/2022 3:01:34 PM<br /> <div style="margin:8px 16% 8px 8%;"> <h2 id="skills_covered"><img alt=" " src="/resized-image/__size/712x304/__key/communityserver-wikis-components-files/00-00-00-00-32/delivery_5F00_methodology_5F00_1_2D00_02.png" /><span class="sr-only">Skills Covered</span></h2> <p style="font-size:115%;"><span style="font-weight:400;">This guide provides some best practices on how to support your Appian application post-launch.</span></p> <p style="font-size:115%;"><span style="font-weight:400;">Skills Checklist:</span></p> <ul style="font-size:115%;"> <li style="font-weight:400;">Define the structure and purpose of an Appian application support team.&nbsp;&nbsp;</li> <li style="font-weight:400;"><span style="font-weight:400;">Learn the roles needed to source your application support team.&nbsp;</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Leverage application monitoring and health checks to ensure optimal performance.&nbsp;</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Learn strategies for collecting end-user feedback.&nbsp;</span></li> </ul> <p style="font-size:115%;"><span style="font-weight:400;"></span><img alt=" " src="/resized-image/__size/712x304/__key/communityserver-wikis-components-files/00-00-00-00-32/supporting_5F00_appian_5F00_applications_2D00_01.png" /></p> <h2 style="display:none;">Choose your first Project</h2> <p style="font-size:115%;"><span style="font-weight:400;">To be ready for issues as they arise, organize a multi-tiered support team with delegated responsibilities. It&rsquo;s not the only way to support an Appian application but it&rsquo;s effective because different issues will require different skill sets for resolution. The following table&nbsp;provides a framework for organizing your application support tiers.</span></p> <h3>Application Support Tiers</h3> <table> <tbody> <tr> <th> <h4>Support Tier</h4> </th> <th> <h4>Responsibilities</h4> </th> <th> <h4>Required Skills</h4> </th> </tr> <tr> <td> <p>Tier 1</p> <p></p> </td> <td>Business support️</td> <td> <ul> <li>Business domain expertise</li> <li>Knows how the application works</li> </ul> </td> </tr> <tr> <td> <p>Tier 2</p> </td> <td>Application Support️</td> <td> <ul> <li>Appian Certified Developer</li> <li>Knows how the application was designed</li> </ul> </td> </tr> <tr> <td> <p>Tier 3</p> </td> <td>Platform Support️</td> <td> <ul> <li>Appian Certified Administrator</li> </ul> </td> </tr> </tbody> </table> <p style="font-size:115%;"><span style="font-weight:400;">To be ready for issues as they arise, organize a multi-tiered support team with delegated responsibilities. It&rsquo;s not the only way to support an Appian application but it&rsquo;s effective because different issues will require different skill sets for resolution. The following table&nbsp;provides a framework for organizing your application support tiers.</span></p> <h3>Support Request Examples</h3> <table> <tbody> <tr> <th> <h4>Support Requests</h4> </th> <th> <h4>Tier 1</h4> </th> <th> <h4>Tier 2</h4> </th> <th> <h4>Tier 3</h4> </th> </tr> <tr> <td> <p>How do I use this application?</p> <p></p> </td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td></td> <td></td> </tr> <tr> <td> <p>Which report shows me the data I need?</p> </td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td></td> <td></td> </tr> <tr> <td> <p>I need to be added to a group.</p> </td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td></td> <td></td> </tr> <tr> <td> <p>Why don&#39;t I have the task I need?</p> </td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td></td> </tr> <tr> <td> <p>The data on this report is incorrect.</p> </td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td></td> </tr> <tr> <td> <p>There&#39;s an error in the application.</p> </td> <td></td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td></td> </tr> <tr> <td> <p>The system is running slower than normal.</p> </td> <td></td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> </tr> <tr> <td> <p>I&#39;m unable to login.</p> </td> <td></td> <td></td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> </tr> <tr> <td> <p>An integration is down.</p> </td> <td></td> <td></td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> </tr> </tbody> </table> <p id="choose-project"><img alt="Skills Covered" src="/resized-image/__size/712x304/__key/communityserver-wikis-components-files/00-00-00-00-32/supporting_5F00_appian_5F00_applications_2D00_04.png" /></p> <h2 style="display:none;">Who makes up the support team?</h2> <p style="font-size:115%;"><span style="font-weight:400;">You should have a clear process to show users how to request assistance and to help your multi-tiered support team guide resolution. An effective application support&nbsp;team should be able to respond to end-user requests by establishing a ticket tracking system, defining support priorities, and normalizing response times. </span></p> <p style="font-size:115%;"><span style="font-weight:400;">Different models follow for sourcing team members for each tier:</span></p> <h3>Support Team Roles</h3> <h4><strong>Power User</strong></h4> <p style="font-size:115%;"><span style="font-weight:400;">A power user is someone in the business who is very familiar with the application and its use cases. They understand the application&#39;s business context and can answer questions about how the application should be used.</span></p> <p style="font-size:115%;"><span style="font-weight:400;">We recommend looking for&nbsp;this role in your business operations team, where this skill set is commonly found.</span></p> <h4><strong>Development Team</strong></h4> <p style="font-size:115%;"><span style="font-weight:400;">With training and access to business operations for questions, these team members can act in for Tier 1 support as needed.</span></p> <p style="font-size:115%;"><span style="font-weight:400;">The development team should also allocate a percentage of their time to documenting and transferring support knowledge to the dedicated application support team.</span></p> <h4><strong>Dedicated Application Support Team</strong></h4> <p style="font-size:115%;"><span style="font-weight:400;">A dedicated application support team can reduce drain on the development team, given that adequate time and effort is given to transfer knowledge between teams.</span></p> <h4><strong>Appian Platform Team</strong></h4> <p style="font-size:115%;"><span style="font-weight:400;">A trained Appian Administrator should support this tier. If your Deployment model is on-premises, the Administrator will need support from the team that manages the underlying infrastructure. With the Appian cloud deployment model, infrastructure support is provided as part of the service.</span></p> <h3>Roles and Support Tier Assignment</h3> <table> <tbody> <tr> <th> <h4>Role</h4> </th> <th> <h4>Tier 1</h4> </th> <th> <h4>Tier 2</h4> </th> <th> <h4>Tier 3</h4> </th> </tr> <tr> <td> <p></p> Power User</td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td></td> <td></td> </tr> <tr> <td> <p>Development Team</p> </td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span>️</td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span></td> <td></td> </tr> <tr> <td> <p>Dedicated Application Support Team</p> </td> <td>️</td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span></td> <td></td> </tr> <tr> <td> <p>Appian Platform Team</p> </td> <td>️</td> <td></td> <td><span class="emoticon" data-url="https://community.appian.com/cfs-file/__key/system/emoji/2714.svg" title="Heavy check mark">&#x2714;</span></td> </tr> </tbody> </table> <p id="monitor-performance"><img alt="Monitor performance banner image" src="/resized-image/__size/712x304/__key/communityserver-wikis-components-files/00-00-00-00-32/supporting_5F00_appian_5F00_applications_2D00_06.png" /></p> <h2 style="display:none;">Monitor Performance</h2> <p style="font-size:115%;"><span style="font-weight:400;">The Tier 2 support team should regularly monitor application performance. In particular, the support team should ensure that the application is:</span></p> <ul> <li style="font-size:115%;"><span style="font-weight:400;">functional and not producing errors</span></li> <li style="font-size:115%;"><span style="font-weight:400;">running efficiently and providing a good user experience</span></li> </ul> <p style="font-size:115%;"><span style="font-weight:400;">For more information on application performance, see <a href="https://docs.appian.com/suite/help/22.3/monitoring-applications.html">Application Monitoring</a>.</span></p> <h3>Application Health Check</h3> <p style="font-size:115%;"><span style="font-weight:400;">Regular health checks will allow you to identify emerging issues early and prevent &ldquo;snowballing&rdquo; that can lead to major outages. Each month, the support team should run and review the results of the <a href="https://docs.appian.com/suite/help/22.3/health-check.html">health check tool</a>. This performs a comprehensive analysis of the most important logs to identify unreported problems, bottlenecks in application performance, and other risks such as violations of application design best practices.</span></p> <p id="choose-project"><img alt="Skills Covered" src="/resized-image/__size/712x304/__key/communityserver-wikis-components-files/00-00-00-00-32/supporting_5F00_appian_5F00_applications_2D00_05.png" /></p> <h2 style="display:none;">User Feedback</h2> <p style="font-size:115%;"><span style="font-weight:400;">Your business is constantly evolving, as are the needs of your application&rsquo;s end-user community. Business rules, data fields, and processes which made sense when the application was originally designed may become obsolete, and application features may become limitations that users must work around. Fortunately, you can easily keep Appian applications in tune with user needs by implementing the following:&nbsp;</span></p> <p style="font-size:115%;"><span style="font-weight:400;"><img alt=" " src="/resized-image/__size/820x546/__key/communityserver-wikis-components-files/00-00-00-00-32/0880.Collect-Feedback-from-End-Users.png" /></span></p> <p style="font-size:115%;"><span style="font-weight:400;">Appian releases new features every quarter to enhance your capabilities. Most platform improvements update automatically, so your application improves with the platform. In some cases, the platform will release an entirely new feature or capability that wasn&rsquo;t possible before.</span></p> <p style="font-size:115%;"><span style="font-weight:400;">Allocate time to review these new capabilities so you can ensure you&rsquo;re taking advantage of everything the platform has to offer.</span></p> <p style="font-size:115%;"><span style="font-weight:400;">Find details on the latest features in the<a href="https://docs.appian.com/suite/help/22.3/Appian_Release_Notes.html"> Release Notes</a>.</span></p> </div><div style="clear:both;"></div> <div style="font-size: 90%;">Tags: program management, Vision</div>