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Tuesday, March 13, 2012

Key Activities in Application Management

Application Management has to be involved throughout the Service Management lifecycle. It is important that Application Management is involved at the right time and in the right way. Since this function handles activities throughout the lifetime of the application, certain activities need to be taken up during the different stages of the service. They are:

During Service Strategy

High-level requirements are the outputs of this phase. The decision-making criteria relating to whether applications are developed in-house or are bought in (and customized as necessary) are of particular relevance to Applications Management. Application Management will have the knowledge and experience to be able to input to this decision.

During Service Design

How applications are to be designed and subsequently managed is established during the Service Design phase. Application Management will have an understanding of how similar applications are presently managed, and will provide information and views during the Service Design phase.

During Service Transition

Application Management will be included in testing and in ensuring that the testing process is appropriate and robust. Knowledge held within the Application Management teams on the applications and how they interface with each other and with the technical infrastructure will be used to help draw up test scripts. Known Errors may be identified at this stage. The Known Errors may be eradicated or, after a cost and risk assessment, be allowed into the live environment with Problem Management and the Known Error Database being updated.

During Service Operation

Application Management will typically be available to respond to support requests for the applications for which they are responsible. It is common for Application Management teams to undertake operational activities as part of the IT Operations Management function. Application Management teams provide second-line support and are available for functional escalation relating to Events, Incidents and Problems.

During Continual Service Improvement

The performance of applications which make up or underpin a service will be constantly monitored. Improvements will be identified and considered from the point of view of cost and urgency. For applications that have been bought in, close liaison is required with the supplier to ensure that the organization is aware of possible enhancements that may be considered for implementation.

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