AI-Powered Operating Model for Application Support

This technical report presents the APDC model, an AI-powered and data-centric operating model designed for application support. The document outlines the vision, benefits, and building blocks of the model, emphasizing the integration of a human and virtual workforce. It details various support activities, including incident management, service requests, and response protocols, while providing a breakdown of common issues encountered in multi-application support desks. The report discusses the importance of measuring ticket trends, the potential for automation, and the role of knowledge articles in improving incident resolution. Additionally, it highlights the necessity for a shift in skill sets among support teams to accommodate the new model, which aims to enhance efficiency and reduce costs. The document concludes with a discussion on the implications of adopting this model, including the initial investment and the long-term benefits of increased automation and scalability.