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  1. Emory application owner contracts with the vendor who develops the application for some aspects of support. In this model the Emory application owner typically implements end user support and calls upon the vendor or contractor to help with tier 2 and or tier 3 support.  Examples:  ReliefLink, ReadyVax, Emory Health Magazine, Total: 26 23 or 54% 61% of the portfolio
  2. Emory application owner supports their own app when that is appropriate.  Examples:  SugarRX, Surgical Anatomy of the Liver, AMoSS, Healthy Aging App, Total: 19 11 or 40% 29% of the portfolio
  3. LITS assumes operational support for the app after the build (usually for compliance reasons or the critical, enterprise nature of the app) and splits operational support and maintenance of the app along some lines with the app owner and developers. The separation of responsibilities is typically determined with the ITSMO as part of the service launch process.  Examples:  Emergency Codes, Safety Reporting, MTP, Liver Transplant, Total: 4 apps or 6% 10% of the portfolio

Planning and budgeting for operational support and on-going maintenance of the app is a critical part of estimation and implementation process. LITS and EHC IT operational support and maintenance resources are limited and present focused on apps with specific compliance requirements or enterprise-wide scope. For other apps is will often be necessary for an app owner to contract for operational support and maintenance or otherwise staff themselves to provide it.

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