Application Services Library ASL® is a registered trademark of the ASL BiSL Foundation Introduction ASL ® Mark Smalley ASL BiSL Foundation

2014 Supply Demand Management Infrastructure Suppliers Business Information Management Users Application Management Infrastructure Management Application Suppliers Application Management IT Service Provider Internal IT Dept / external provider IT & Business IT Service Consumer Business dept IT Component Suppliers Mostly external, possibly internal

2014 Pains IT Service Providers Delivery not under control Quality issues, outages and delays Misunderstandings with customers and IT partners Staff not motivated for Application Management Mugged by Application Development Complex application portfolio Business doesn’t know what it wants Business refuses to take responsibility

2014 Economic Dimension 8% 12% 48% 32% Development Infrastructure Management Applications

Use support Operations management Continuity management Configuration management Impact analysis Realization Testing Design Implementation Software control and distribution Applicatie Port- folio Management Application Life- cycle Management Customer Organisations Strategy ICT Strategy Customer Environment Strategy Technology Definition Supplier Definition Capabilities Definition Account & Market Definition Service Delivery Definition OCMACM Support Enhancement & renovation Management processes Connecting processes Contract Management Planning and Control Quality management Financial management Supplier management Strategic processes Change management Operational processes Operational processes ASL Framework

2010 ASL Framework

Change Business Operations Business Strategy Business ASL Framework 2014

Source: Use support Operations management Continuity management Configuration management Impact analysis Realization Testing Design Implementation Software control and distribution Applicatie Port- folio Management Application Life- cycle Management Customer Organisations Strategy ICT Strategy Customer Environment Strategy Technology Definition Supplier Definition Capabilities Definition Account & Market Definition Service Delivery Definition OCMACM Support Enhancement & renovation Management processes Connecting processes Contract Management Planning and Control Quality management Financial management Supplier management Strategic processes Change management Operational processes Operational processes ASL Framework

20104 Heritage 1996 R2C 2000 ASL (1) –strategy for service providers (OCM) 2009 ASL 2 –supplier definition, management, operations

2014 Underlying trends Increased number of (standardized) application components Increased number of AM providers More diversification and specialization of AM providers Which position in the AM ecosystem? You can’t control the whole supply chain so just focus on the interfaces with the adjacent parties

2014 Operations Strategy IT Business IS Data Software Hardware Business Involvement Abstraction Standardization Offshore IT Tsunami’s

2014 Brown Field Architecture Assembly & Integration Business Domain Knowledge External Orientation & Collaboration Scan Choose Check Act Critical Cultural Change

2014 Challenge Increasing dependency on IT Business Operations Organizational Change Liability Costs and benefits Image Business needs both reliablity and agility Information systems are getting more complex Are the risks still acceptable? Functional Portable Efficient Reliable Usable Maintainable Software Quality ISO/IEC9126

2014 Challenge Survive and succeed Perform today Adapt to tomorrow FunctionalUsableAvailable StructurePeople TechnologyProcess PeopleStructure ProcessTechnology Capital InstallablePortableMaintainable Good Fast

Challenge 1.Law of continuing change: A system that is being used undergoes continuing change or degrades in effectiveness. 2.Law of increasing complexity: A computer program that is changed, becomes less and less structured. The changes increase the entropy and complexity of the program. Prof Manny Lehman Source:

2014 Supply Demand Management Infrastructure Suppliers Business Information Management Users Application Management Infrastructure Management Application Suppliers AM=AM+AM+AM+… IT Service Provider Internal IT Dept / external provider IT & Business IT Service Consumer Business dept IT Component Suppliers Mostly external, possibly internal

2010 Use support Operations management Continuity management Configuration management Impact analysis Realization Testing Design Implementation Software control and distribution Applicatie Port- folio Management Application Life- cycle Management Customer Organisations Strategy ICT Strategy Customer Environment Strategy Technology Definition Supplier Definition Capabilities Definition Account & Market Definition Service Delivery Definition OCMACM Support Enhancement & renovation Management processes Connecting processes Contract Management Planning and Control Quality management Financial management Supplier management Strategic processes Change management Operational processes Operational processes Business planning for the AM organization ASL Framework Supplier’s perspective  Rapidly changing world  Repositioning  Collaborate vs control  Proactive, innovative  Strategic alignment

2010 Impact analysis Realization Testing Design Implementation Software control and distribution Applicatie Port- folio Management Application Life- cycle Management Customer Organisations Strategy ICT Strategy Customer Environment Strategy ACM Enhancement & renovation Management processes Connecting processes Contract Management Planning and Control Quality management Financial management Supplier management Strategic processes Change management Operational processes Operational processes Technology Definition Supplier Definition Capabilities Definition Account & Market Definition Service Delivery Definition OCM Use support Operations management Continuity management Configuration management Support Keeping applications up and running ASL Framework Business: Production, Costs, Revenue, Image  Customer Service  Proactive chain management  Contingency

2010 Use support Operations management Continuity management Configuration management Impact analysis Realization Testing Design Implementation Applicatie Port- folio Management Application Life- cycle Management Customer Organisations Strategy ICT Strategy Customer Environment Strategy ACM Support Enhancement & renovation Management processes Contract Management Planning and Control Quality management Financial management Supplier management Strategic processes Operational processes Operational processes Technology Definition Supplier Definition Capabilities Definition Account & Market Definition Service Delivery Definition OCM Change management Connecting processes Keeping applications up to date ASL Framework DevelopmentOperation Supply Acquisition ISO/IEC14746 – Software Maintenance Correction Corrective Preventive Enhancement Perfective (performance, maintainability) Adaptive (usability in changing environment) Maintenance Business: Time to market, Costs, Revenue, Image  Speed  Quality Software control and distribution ISO/IEC12207 – Software Life Cycle Processes

2010 Use support Operations management Continuity management Configuration management Impact analysis Realization Testing Design Implementation Software control and distribution Applicatie Port- folio Management Application Life- cycle Management Customer Organisations Strategy ICT Strategy Customer Environment Strategy ACM Support Enhancement & renovation Management processes Connecting processes Contract Management Planning and Control Quality management Operational processes Operational processes Change management Financial management Strategic processes Technology Definition Supplier Definition Capabilities Definition Account & Market Definition Service Delivery Definition OCM Keeping time, money, progress, contracts, suppliers, quality & expectations under control ASL Framework "I love deadlines. I like the whooshing sound they make as they fly by.“ Douglas Adams Supplier management Business: Costs, Benefits, Risk  Customer satisfaction  Back-to-back contracts  Quality management

2014 Contracts BusinessIT

2010 Use support Operations management Continuity management Configuration management Impact analysis Realization Testing Design Implementation Software control and distribution Applicatie Port- folio Management Application Life- cycle Management Customer Organisations Strategy ICT Strategy Customer Environment Strategy Technology Definition Supplier Definition Capabilities Definition Account & Market Definition Service Delivery Definition OCMACM Support Enhancement & renovation Management processes Connecting processes Contract Management Planning and Control Quality management Financial management Supplier management Strategic processes Change management Operational processes Operational processes Ensuring strategic alignment of business & IT ASL Framework Business: Capital, Profit, Risk  Contribution to business innovation  Application Portfolio Transformation  Strategic dialogue

2010 Use support Operations management Continuity management Configuration management Impact analysis Realization Testing Design Implementation Software control and distribution Applicatie Port- folio Management Application Life- cycle Management Customer Organisations Strategy ICT Strategy Customer Environment Strategy Technology Definition Supplier Definition Capabilities Definition Account & Market Definition Service Delivery Definition OCMACM Support Enhancement & renovation Management processes Connecting processes Contract Management Planning and Control Quality management Financial management Supplier management Strategic processes Change management Operational processes Operational processes ASL Framework

2010 Summary ASL Organizations depend on applications Applications are getting more complex AM is also getting more complex AM is economically significant ASL offers guidance for AM organizations Operational, Management, Quality, Strategic

ASL & ITIL ® V3 White Paper This presentation is based on a White Paper jointly commissioned by the OGC and the ASL BiSL Foundation, and authored by Sharon Taylor (OGC), Machteld Meijer and Mark Smalley (ABF) The White Paper is available on Best Management Practice stand (OGC, APMG and TSO) ITIL® is a registered trade mark of AXELOS Limited.

2010 ITIL V3 Service Lifecycle Determines which IT services should be provided Creates or changes services and service management processes Validates services’ utility and warranty and transitions them into the live environment Ensures that the services keep addressing future needs Provides the services in an efficient and effective manner

2010 Service Strategy 2 Service management as a practice 3 Service strategy principles 3.1 Value creation 3.2 Service assets 3.3 Service provider types 3.4 Service structures 3.5 Service strategy fundamentals 4 Service strategy 4.1 Define the market 4.2 Develop the offerings 4.3 Develop strategic assets 4.4 Prepare for execution 5 Service economics 5.1 Financial Management 5.2 Return on Investment 5.3 Service Portfolio Management 5.4 Service Portfolio Management methods 5.5 Demand Management 6 Strategy and organization 6.1 Organizational development 6.2 Organizational departmentalization 6.3 Organizational design 6.4 Organizational culture 6.5 Sourcing strategy 7 Strategy, tactics and operations 7.1 Implementation through the lifecycle 7.2 Strategy and design 7.3 Strategy and transition 7.4 Strategy and operation 7.5 Strategy and improvement 8 Technology and strategy 8.1 Service automation 8.2 Service interfaces 8.3 Tools for service strategy 9 Challenges, critical success factors and risks Service Design 2 Service Management as a practice 3 Service Design principles 3.1 Goals 3.2 Balanced design 3.3 Identifying service requirements 3.4 Identifying and documenting business requirements and drivers 3.5 Design activities 3.6 Design aspects 3.7 The subsequent design activities 3.8 Design constraints 3.9 Service Oriented Architecture 3.10 Business Service Management 3.11 Service Design models 4 Service Design processes 4.1 Service Catalogue Management 4.2 Service Level Management 4.3 Capacity Management 4.4 Availability Management 4.5 IT Service Continuity Management 4.6 Information Security Management 4.7 Supplier Management 5 Service Design technology-related activities 5.1 Requirements engineering 5.2 Data and Information Management 5.3 Application Management 6 Organizing for Service Design 6.1 Functional roles analysis 6.2 Activity analysis 6.3 Skills and attributes 6.4 Roles and responsibilities 7 Technology considerations 7.1 Service Design tools 7.2 Service Management tools 8 Implementing Service Design 8.1 Business Impact Analysis 8.2 Service Level Requirements 8.3 Risks to the services and processes 8.4 Implementing Service Design 8.5 Measurement of Service Design 9 Challenges, Critical Success Factors and risks Service Transition 2 Service Management as a practice 3 Service Transition principles 3.1 Principles supporting Service Transition 3.2 Policies for Service Transition 4 Service Transition processes 4.1 Transition Planning and Support 4.2 Change Management 4.3 Service Asset and Configuration Management 4.4 Release and Deployment Management 4.5 Service Validation and Testing 4.6 Evaluation 4.7 Knowledge Management 5 Service Transition common operation activities 5.1 Managing communications and commitment 5.2 Managing organization and stakeholder change 5.3 Stakeholder management 6 Organizing for Service Transition 6.1 Generic roles 6.2 Organizational context for transitioning a service 6.3 Organization models to support Service Transition 6.4 Service Transition relationship with other lifecycle stages 7 Technology considerations 7.1 Knowledge Management tools 7.2 Collaboration 7.3 Configuration Management System 8 Implementing Service Transition 8.1 Stages of introducing Service Transition 9 Challenges, critical success factors and risks Service Operation 2 Service Management as a practice 3 Service Operation principles 3.1 Functions, groups, teams, departments and divisions 3.2 Achieving balance in SO 3.3 Providing service 3.4 Operation staff involvement in Service Design and Service Transition 3.5 Operational Health 3.6 Communication 3.7 Documentation 4 Service Operation processes 4.1 Event Management 4.2 Incident Management 4.3 Request Fulfilment 4.4 Problem Management 4.5 Access Management 4.6 Operational activities of processes in other lifecycle phases 5 Common SO activities 5.1 Monitoring and control 5.2 IT Operations 5.3 Mainframe Management 5.4 Server Management and Support 5.5 Network Management 5.6 Storage and Archive 5.7 Database Administration 5.8 Directory Services Management 5.9 Desktop Support 5.10 Middleware Management 5.11 Internet/Web Management 5.12 Facilities and Data Centre Management 5.13 Information Security Management and Service Operation 5.14 Improvement of operational activities 6 Organizing for Service Operation 6.1 Functions 6.2 Service Desk 6.3 Technical Management 6.4 IT Operations Management 6.5 Application Management 6.6 SO roles and responsibilities 6.7 SO Organization Structures 7 Technology considerations 7.1 Generic requirements 7.2 Event Management 7.3 Incident Management 7.4 Request fulfilment 7.5 Problem Management 7.6 Access Management 7.7 Service Desk 8 Implementation considerations 8.1 Managing change in SO 8.2 SO and Project Management 8.3 Assessing/managing risk in SO 8.4 Operational staff in Service Design and Transition 8.5 Planning and Implementing Service Management technologies 9 Challenges, Critical Success Factors and risks Continual Service Improvement 2 Service management as a practice 3 Continual Service Improvement principles 3.1 CSI and organizational change 3.2 Ownership 3.3 Role definitions 3.4 External and internal drivers 3.5 Service Level Management 3.6 The Deming Cycle 3.7 Service measurement 3.8 Knowledge Management 3.9 Benchmarks 3.10 Governance 3.11 Frameworks, models, standards and quality systems 4 Continual Service Improvement processes 4.1 The 7-Step Improvement Process 4.2 Service reporting 4.3 Service measurement 4.4 Return on Investment for CSI 4.5 Business questions for CSI 4.6 Service Level Management 5 Continual Service Improvement methods and techniques 5.1 Methods and techniques 5.2 Assessments 5.3 Benchmarking 5.4 Measuring and reporting frameworks 5.5 The Deming Cycle 5.6 CSI and other service management processes 5.7 Summary 6 Organizing for Continual Service Improvement 6.1 Roles and responsibilities that support CSI 6.2 The authority matrix 6.3 Summary 7 Technology considerations 7.1 Tools to support CSI activities 7.2 Summary 8 Implementing Continual Service Improvement 8.1 Critical considerations for implementing CSI 8.2 Where do I start? 8.3 Governance 8.4 CSI and organizational change 8.5 Communication strategy and plan 8.6 Summary 9 Challenges, critical success factors and risks Source: OGC, Contents of the Core Publications (1405p) Application Development (Maintenance) Operational Application Management

2014 ITIL V3 & Applications Service and Service Lifecycle are dominant generic notions in ITIL V3 Applications are part of the service There are packaged and customized applications Development & maintenance of customized applications are part of IT Service Management ITIL defines an Application Management Lifecycle

2014 ASL ITIL V3 Operational management of applications Maintaining existing applications Developing new applications Application Development Application Development Application Management Application Development Application Management Application Management Terminology: Application Development & Management

2014 Application Management Lifecycle Source: OGC

2014 Service Strategy Service Design Service Transition Continual Service Improvement Service Operation Optimize Operate Deploy Build Design Requirements ServPortMgt ReqEng Data&InfoMgt ServVal&Test ChM Rel&DepM TransPlan&Sup SV&T SA&CM IncidM ReqF AccessM ProbM ServAsset& ConfigMgt CapM AvM ITSContM ISecM 7StepImprPlan ServCatMgt ServLevMgt Appl. Mgt. Lifecycle & Relevant ITIL V3 Processes

2014 Relative strengths of ITIL & ASL in the AM Lifecycle Source: OGC ITILASL

Supply Demand Management Infrastructure Suppliers Business Information Management Users Application Management Infrastructure Management Application Suppliers IT Service Provider Internal IT Dept / external provider IT & Business IT Service Consumer Business dept IT Component Suppliers Mostly external, possibly internal Theoretical scope of ASL, BiSL ® & ITIL ASL BiSL ITIL BiSL® is a registered trademark of the ASL BiSL Foundation

Supply Demand Management Infrastructure Suppliers Business Information Management Users Application Management Infrastructure Management Application Suppliers IT Service Provider Internal IT Dept / external provider IT & Business IT Service Consumer Business dept IT Component Suppliers Mostly external, possibly internal Common usage of ASL, BiSL & ITIL ASL BiSL

2014 Summary comparison ASL, BiSL & ITIL (1/2) ASL and ITIL V3 Similar domains, differing definitions ITIL concentrates on IT services, ASL on application products and services ASL gives more detailed guidance on –realization and testing of bespoke (additions to) applications –application strategy –planning & control and tactical level process quality (although less than CMMI) ASL is dedicated to AM, more compact ASL is written in AM language

2014 Summary comparison ASL, BiSL & ITIL (2/2) ITIL V3 and V2 More coverage of AM in ITIL V3 than V2 Generic guidance that is also useful for AM ITIL helps to improve ‘service manageability’ BiSL and ITIL V3 BiSL provides guidance for demand not supply ITIL also addresses demand, but from a supply perspective