Business Connexion Offering Applications Management Services
The core of the Application Outsourcing Services is the Application Management component. Business Connexion utilises an Application Management framework based on ITIL3 to support and manage high quality systems. This document describes in detail how the process works from the support of the system, to definition and implementation of small enhancements. This approach followed by Business Connexion has resulted in consistent successes, year-on-year in the applications it manages for its high valued clients.
Overall, the objectives of Application Management are to:
The benefits that can be gained from Application Management are to:
Application management incorporates the management of a portfolio of applications through the following functional areas:
This is represented diagrammatically in the figure below.
Figure 1 – Application Management Functional Areas and Core Processes
The aim is always preventative maintenance and the avoidance of costly downtime. This is highly dependent on the agreement defined in the SLA. This is usually facilitated by performing day-to-day operational tasks and pro-actively monitoring of events. Each application has a number of tasks performed on it to ensure that it remains healthy. These tasks can be broken down into daily, weekly, monthly, and ad-hoc tasks. The operational team develops a profile of the application listing the tasks that need to be performed, who is responsible for performing them, and when they need to complete them. Tasks are also evaluated to determine which of these can be done via an event management system.
Should a change be needed to the application to resolve a problem, the deployment of the fix to the application would adhere to release and change management as described in the deployment section of this document.
Figure 2 – Application Management Context
The figure below applies the ITIL3 framework for Service Management to Application Management and indicates the inter-relationship between the ITIL Service Management and Application Management processes.
Figure 3 – ITIL3 Mapping to Application Management