Make scope explicit
List the applications, environments, support hours and types of requests included. Clarify how enhancements, infrastructure changes and third-party issues are handled.
Use one support channel
A helpdesk creates a shared record of the issue, business impact, investigation and outcome. It helps both teams follow progress and preserve context.
Review the application lifecycle
Plan for dependency upgrades, operating system changes and external API updates. These may require separate project work beyond routine maintenance.