Monitoring

1. Goals

The fifth step of the Application Maintenance process is monitoring. This work instruction describes how the EA team monitors the progress of application maintenance activities. It requires a comprehensive examination of the impact of the changes or upgrades on the existing system. The EA team must have comprehensive knowledge of the system structure and architecture and monitor proactively. The goal of this step is that the information gathered will help in evaluating the process and improving the overall quality.

(idalko,2019)

2. Scope

Working instruction covers enterprise application employees in Europe.

1. Responsibility

• EA team: It participates in the monitoring process.

• Manager: He can analyze and monitor the ticketing process.

1. Process

The last step of the ticketing process is the monitoring. KPIs and a dashboard will analyze the work. This information will help in evaluating the process and improving the overall quality.

There are three dashboard templates for Jira Service Management:

• Incident management overview: The team may monitor trends in incident origination, reaction, and resolution using this dashboard. You may use this to pinpoint issues and enhance their Incident Management approach.

There are 5 important metrics that the team should consider in the monitoring process.

1. Relative time spent on high-priority issues and tasks

2. Percentage of EA member time spent on high-priority issues:

3. Mean time to solve the ticket

4. Mean time to respond to the ticket

5. % of issues closed