Dynamics 365 Application Manager

After deployment, value is determined by how the system is managed. The Application Manager prioritises tickets and improvements, plans for Microsoft's two annual releases, and coordinates dialogue between the business and the vendor.

What the role does

  • Prioritises support tickets and improvements together with the business.
  • Plans and follows up on Microsoft releases.
  • Monitors agreed service levels and costs.
  • Maintains a backlog that reflects business needs.

When the role is typically needed

  • When the project ends and the system goes live.
  • When tickets are handled ad hoc without prioritisation.
  • When continuous development stalls after implementation.
  • When multiple vendors share responsibility for the solution.

Typical responsibilities and deliverables

  • Application management plan and prioritised backlog.
  • Procedures for ticket handling and escalation.
  • Release planning and regression testing.
  • Follow-up on service levels and costs.
  • Documentation that is kept up to date.

What buyers should check

  • How are tickets prioritised, and who decides?
  • What is included in the agreement and what is charged separately?
  • How are Microsoft's two annual releases handled?
  • What response time applies, and how is it measured?
  • What is the plan for reducing the number of tickets over time?

Common risks and misunderstandings

  • Application management becomes solely bug fixing.

    Allocate a fixed proportion of application management to improvements.

  • Releases are managed reactively.

    Include release windows and regression testing in the annual plan.

  • Knowledge resides with a single person.

    Require documentation and a named substitute in the agreement.

Role

Application Manager

Common responsibilities

  • Application management plan and prioritised backlog.
  • Procedures for ticket handling and escalation.
  • Release planning and regression testing.

Check especially

  • How are tickets prioritised, and who decides?
  • What is included in the agreement and what is charged separately?
  • How are Microsoft's two annual releases handled?

Partners with relevant experience

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Partners displayed here have provided information on relevant experience in the area. This information does not mean that the partner has a named consultant or immediate capacity available. Current staffing, experience, and delivery capacity must be confirmed in dialogue with the partner.