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ITIL V3 LIFE CYCLE & APPLICATION SUPPORT

November 2, 2009 ITIL V3 for Application Support No Comments

ITIL Book 

 

 

 

 

 

 

 

 

 

The ITIL Service Management life cycle is a broad service management model that can apply to any IT service-related activity.  The following postings will illustrate how the V3 Service Lifecycle can apply specifically to the application support function. 

Other sections of  this blog provide an overview of an ITIL  Lifecycle implementation approach to Application Support and describes:

 

  • How each phase applies to application support
  • The primary implementation resource responsible for each phase
  • How each process applies to application support
  • How each process outcome applies to application support
  • The value of each application support Lifecycle phase

In other sections of the blog, the primary IT Organization resource responsible for implementing each phase is discussed. In order to be effective, the resource should have the appropriate skill set and focus for each implementation phase. Also discussed are how each phase in the ITIL V3 Lifecycle influence the implementation or change to application support services.

 

ITIL V3 Lifecycle and related material Copywrite by Office of Government Commerce, Norwich, UK, 2007.

ITIL V3 ALIGNMENT WITH APPLICATION SUPPORT

November 2, 2009 IT Service Management, ITIL V3 for Application Support 2 Comments

Senior executive business man

 Application Support teams are mainly composed of IT technical staff, however, due to the nature of their close interaction with the business they must maintain a strong service management orientation and an awareness of service level expectations.  Their performance and activities are usually governed by service level goals that are consistent with the Service Level Agreements that the IT organization has established with its customers.

 ITIL presents the IT Service Management life cycle and processes in a way that is independent of how the IT Organization is structured. However, ITIL’s process disciplines can still be used to describe good practices for managing a service-oriented Application Support team.

Processes and documents that are used by an application support team can be found in all of the ITIL life cycle phases, from Service Strategy to Continual Service Improvement.  Continue reading “ITIL V3 ALIGNMENT WITH APPLICATION SUPPORT” »

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IT Support Services Comments

  • Connor: Absolutely agree with alosmt everything you wrote. And about time there was a voice of dissent as I’ve been alone in the wilderness for too long! ITIL v2 was pretty good as a framework but then ...
  • pudin: Spot on. ITIL is a load of old Tripe. ITIL is a fwremaork but it is common sense. We have stopped all ITIL training.Peer to Peer learning and focus groups have delivered better and more measurable ...
  • Woo: Stopping in for a quick hi to Mary and Lesli. Great intirveew! I didn't even know we're supposed to count our WIPs. Guess I need to pull out the ol' file.Kudos to the parents/grandparen...
  • Bob Anderson: Daniel, from a certain point of view you are correct. CMMI- DEV deals primarily with software development best practices, the old CMM Level-5 dealt a great deal with defects. However, as you know the ...
  • Bob Anderson: Gunter, there are many possible SLA components and metrics that can be defined for any application software support. First I would recommend that you read this article which I had published in Compute...

ITIL V3 Application Support Q & A

If you have any question on the blog content or have some specific question on how ITSM & ITIL can dramatically improve performance and reduce the cost of your Application Support service "Ask Bob"
Question :
Hi Bob, Since I have make a control of doubts from our dealers questions, that uses our SW, is possible to see evaluation of our intern SLA. Me question is: I find only three metrics using to compare months to months our evolaution: error programs, legislation, improvem...
Answer :
Gunter, there are many possible SLA components and metrics that can be defined for any application software support. First I would recommend that you read this article which I had published in Computer World on "How to create Meaningful IT Support SLA's"  use this link...
Question :
In your answer to "Question : bugs, known errors and kb articles". You refer to CMMI-DEV and talk about defects and say that CMMI-DEV is for software development and does not deal with operations. So, is that another way of saying that CMMI-DEV ignores operations? Isn't...
Answer :
Daniel, from a certain point of view you are correct. CMMI- DEV deals primarily with software development best practices, the old CMM Level-5 dealt a great deal with defects. However, as you know the folks who developed the original CMM  were not really initially inter...
Question :
Hi Bob, Continuing on the question i posted yesterday. I understand your comment and we have actually done that. It is a reactive approach and we now want to move to a praoctive approach and want to understand if these activities should be managed under the change proce...
Answer :
Amiet, I would put it under the "Incident" process and track dates, number of occurrences, how much lost time, cause (who did it). You will need data for management if the practice has to stop. If you want to be "proactive" in stopping this practice" you must capture bu...
Question :
The chaos in applicaiton support in my company is in part due to the limited resources assigned to aging applications and very little documentation. How do I suggest that we need help?
Answer :
Mark, it is doubtful that you can fix the problem, it is mainly a management issue. The best you can do is to gather statistics on the backlog of enhancements, the number and severity of incidents, and how many technical support calls from users you get and the average...
Question :
If a customer is powering down equipment at his site and it will bring down the services during that time, should this be recorded as a change. You will not have any control over this activity and this activity is managed by the customer himself. These activities may ha...
Answer :
Amit, first of all why is the customer powering down the equipment? This should be brought to the attention of management and a very strong note sent to whoever is doing this.  If they are doing it on their own without any instruction to do so and it affects other user...

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