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Chapter 7 ■ Service Operations • The resources in the application management lifecycle have to be trained and kept current in terms of the coding and applications technologies in vogue and must be brought up to speed whenever technology enhancements happen. • Application management provides the expertise and guidance to the service operations lifecycle phase to manage and keep the applications in status quo during the operational phase. The target is to achieve the SLAs that are agreed upon with the customer and to ensure that applications’ improvements lead to improvement in service to the customer. 7.6.3.2 Objectives of Application Management The objectives of application management are: • Provide wisdom in the build versus buy decision for applications • Develop stable applications designs that can stand the test of time, are resilient, and are cost effective • Develop and maintain resources with required skill sets to improve and maintain the applications in scope • Ensure that the applications outages and issues are resolved within the customer agreed upon timelines • Ensure that the applications meet the business objectives 7.6.3.3 Applications Development vs. Application Management It was once believed that applications development and application management lived in separate worlds. Much to our horror, the two are closer related than ever before, and they have started to work as the same team and collaborate more than ever envisaged. Applications development deals with development of an application. It follows a project management methodology such as Waterfall or Agile, and the product is made available after a finite number of days. The stages of an application development lifecycle are illustrated in Figure 7-10. 201
Chapter 7 ■ Service Operations Gather Requirements Build Test Deploy Verify Optimize Figure 7-10. Stages of applications development lifecycle Application management deals with the application with respect to the service offered to the customer. It deals with the strategy of build versus buy, the design and inclusion in the service, and how the application will meet the business out<strong>com</strong>e in transition, operation, continual improvement, and finally pull the plug (de<strong>com</strong>mission) when necessary. Figure 7-11 illustrates the stages of application management. 202
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Become ITIL Foundation Certified in
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Become ITIL Foundation Certified in
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Contents at a Glance About the Auth
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■ Contents 1.8 Internal and Exter
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■ Contents ■Chapter ■ 4: Serv
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■ Contents 6.4 Service Transition
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■ Contents ■Chapter ■ 9: ITIL
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About the Technical Reviewer Sumit
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Preface When my first book, Communi
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CHAPTER 1 Service Management as a P
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Chapter 1 ■ Service Management as
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Chapter 2 ■ Generic Concepts 2.2.
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Chapter 2 ■ Generic Concepts Figu
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Chapter 3 ■ ITIL Service Lifecycl
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3.2 ITIL Roles Chapter 3 ■ ITIL S
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3.2.6 Generic Role: Process Practit
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CHAPTER 4 Service Strategy A strate
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4.1.4 Patterns Chapter 4 ■ Servic
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Chapter 4 ■ Service Strategy Figu
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4.6.1.2 Risk Analysis Chapter 4 ■
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CHAPTER 6 Service Transition Transi
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Chapter 6 ■ Service Transition
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6.4.1.3 Types of Change Requests Ch
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6.4.1.7.1 Create a Request for Chan
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6.4.1.7.7 Review and Change Closure
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6.4.1.10 Change Management Interfac
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Page 259 and 260: ■ INDEX J JAVA team, 190 K Key
Page 261 and 262: ■ INDEX Service catalog managemen
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