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Configuration and Change Management for Application Maintenance Services(Like Applications developed in house)

June 10, 2011 ITIL V3 Application Support Q & A 1 Comment

Hi Bob,

We are implementing Configuration Management and Change Management process for Application Maintenance and Application Implementation Services.The major question is to identify what should be considered as CI.Because if all the code is considered as CI then how the change management be practiced even if a small change in the code is done?This becomes too tedius if Change management activities are to be carried out even for a small change,Now that we have Content Management System which takes care of doing changes to the look and feel of the application with out user changing the background code.

Kindly help me to understand in setting the scope for Change and Config management for an application maintenance service as per ISO 20000 standards.

Regards,
Prashanth

ITSM tool

February 4, 2011 ITIL V3 Application Support Q & A 1 Comment

Hi bob ,

Can u pls suggest me an ITSM tool which can u used to track all IT service management activities on day to day basis ,capture SLA (OLA ‘s Set by the organistaion ),All Management reports (trend analysis,Process behaviour charts ),Effort capture ,Work load analysis .

I am looking for a SM tool for my organistion so that it can adapt to ITIL Life cycle model /cmmi for Services model .

Also when you suggest me a tool also pls give me an insight on whom to and how to contact the concerned parties to incorporate that particular tool in my organisation .

diff between support & Implementation

February 17, 2011 ITIL V3 Application Support Q & A 1 Comment

What is the difference between Support and Implementation
If some one asks us why we are choosing Support Project then what should we say

Process Behavior Charts in ITSM Scenario

February 21, 2011 ITIL V3 Application Support Q & A 1 Comment

Whether Process Behavior Chart is relevant from ITSM / ITIL perspective? If yes, then how to capture data for that.

We do use Trend Charts for various process areas (Service Requests, Incident, Problem and Change).

Measuring Application Hardening

March 3, 2011 ITIL V3 Application Support Q & A 1 Comment

Hi Bob
I would like to understand if there is a standard measure available to measure Application hardening/strenthening activity. Please share the details. Thanks in advance

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IT Support Services Comments

  • 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...
  • Bob Anderson: 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...
  • Bob Anderson: 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...
  • Bob Anderson: 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, an...

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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