In today's business world, the biggest challenge for project and program managers is to keep high motivation levels of application support teams who are doing support of legacy applications. As per the studies, 40-50% of IT projects world-wide are in the area of supporting legacy applications, and some of them are mission critical applications for customers of IT consulting organizations.
Customers and IT organizations follow an "n-layered" support model (i.e., business help desk, IT help desk, application & production support teams) to provide solutions to end-user problems which are raised normally as a "ticket" and assigned to appropriate team for resolution.
However, due to very nature of application support work, employees working in these projects do not feel motivated while working on these legacy support assignments as they feel that after a certain time, nature of assignment will not add any value in shaping their career for new technology areas. Lack of motivation impacts "service level" provided to customer (and in turn loosing customer confidence) and also results in high employee attrition.

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