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AKC20: System (Client/Server) Architecture

Description:

Describes how the three client/server network layers are applied within the application. Includes a diagram which illustrates the layered design. This document is helpful if data or components are transferred or stored on different nodes of a network. It is also helpful in communicating with infrastructure personnel when discussing a particular device or problem within the network. This section illustrates the identities, locations and interconnections of the various network components and layers. This is required for locating or tracing data or components transferred or stored in different locations within the network.

Provides understanding of multi-tier structure of C/S applications. Provides specific information about each of the C/S layers.

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How is it used?

This document is helpful if data or components are transferred or stored on different nodes of a network. It is also helpful in communicating with infrastructure personnel when discussing a particular device or problem within the network. This section illustrates the identities, locations and interconnections of the various network components and layers. This is required for locating or tracing data or components transferred or stored in different locations within the network.

Provides a detailed schematic view of the client/server network devices or nodes. This contains but is not limited to information like:  Device type, manufacturer, system software, specific application components or data structures stored, communication protocol, component network ID. Network support contact.

Why is it important?

(1) Provides understanding of multi-tier structure of C/S applications
(2) Provides information about the C/S layers, locations and environments
(3) Provides information about the C/S layer interconnections

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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...