14-06-2012, 05:16 PM
ITIL V3 Application Support
Application Support.pdf (Size: 2.62 MB / Downloads: 165)
INTRODUCTION
DOCUMENT PURPOSE
This book provides the reader with an introduction to the ITIL® Version 3 (V3) Service Lifecycle and Computer Aid, Inc.’s (CAI) Application Support Lifecycle. It describes how CAI’s Application Support Life Cycle processes align with ITIL V3 and can be used to manage Application Support services. The book is based upon CAI’s 18 years of experience with using a service lifecycle approach to managing the Application Support function. This book describes a clear roadmap for implementing ITIL V3 Service Management for Application Support.
DISCUSSION
IT organizations deliver a wide variety of services to the business. These services include infrastructure support, application development, and application support. Increasingly, IT organizations are seeking to improve the quality of the services that they provide to the business.
The rendering of service is a different activity than the making of products. Many approaches (CMMI, RAD Methodology, AGILE) focus on the development of software. However, ITIL is the only definitive approach that focuses exclusively on Service Management.
CONCLUSION
This book shows that CAI’s lifecycle approach for managing the application support function is closely aligned with ITIL V3’s approach to managing all IT services. It provides a roadmap for improving Application Support and for implementing ITIL V3. With this book, the reader will gain a better understanding of ITIL V3, its processes, its outcomes, and its practical application for IT application support services.