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AKC04: Application Design Overview

Description:

This is a high level Narrative and Data Flow Diagram of the application’s main business functions depicting for each the data flows, data storage and the outside entities and their interaction. Includes narratives to describe the data flow within each major function. Provides the application support analyst a detailed narrative and diagrammatic view of all major application components, data structures and their interactions. This helps the support analyst understand the detailed design of the application that is needed for communication within the department to modify application components or fix application components that fail.

Provides understanding of the structure of the system; describes relationships between subsystems; describes primary modules within subsystems.

How is it used?

Provides the application support analyst a detailed narrative and diagrammatic view of all major application components, data structures and their interactions. This helps the support analyst understand the detailed design of the application which is needed for communication within the department, modifying application components or fixing application components that fail.

Why is it important?

(1) Describes the Applicaiton Functions, Databases / Transactions and Operating Environment and how they interact.
(2) Provides understanding of the structure of the system; describes relationships between subsystems; describes primary modules within subsystems.
(3) Most application systems and its subsystem documentation “are missing basic purpose and explanation of why and how system elements are different from others within the overall application inventory and structure”.

(4) Generally existing documentation doesn’t have enough narrative detail or a diagrammatic view show how all the system components interact, to help the support analyst understand how the application is put together and functions as an integrated unit regardless how many sub- components make up the application.

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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 :
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 :
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 :
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 :
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 :
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...