Which of these is NOT a responsibility of Application Management?
A.
Ensuring that the correct skills are available to manage the infrastructure
B.
Providing guidance to IT Operations about how best to manage the application
C.
Deciding whether to buy or build an application
D.
Assisting in the design of the application
6.5.1 Application Management role
Application Management is to applications what Technical
Management is to the IT Infrastructure. Application
Management plays a role in all applications, whether
purchased or developed in-house. One of the key
decisions that they contribute to is the decision of
whether to buy an application or build it (this is discussed
in detail in the Service Design publication). Once that
decision is made, Application Management will play
a dual role:
■ It is the custodian of technical knowledge and
expertise related to managing applications. In this role
Application Management, working together with
Technical Management, ensures that the knowledge
required to design, test, manage and improve IT
services is identified, developed and refined.
■ It provides the actual resources to support the ITSM
Lifecycle. In this role, Application Management ensures
that resources are effectively trained and deployed to
design, build, transition, operate and improve the
technology required to deliver and support IT services.
By performing these two roles, Application Management is
able to ensure that the organization has access to the
right type and level of human resources to manage
applications and thus to meet business objectives. This
starts in Service Strategy and is expanded in Service
Design, tested in Service Transition and refined in
Continual Service Improvement (see other ITIL publications
in this series).
Part of this role is to ensure a balance between the skill
level and the cost of these resources.
In additional to these two high-level roles, Application
Management also performs the following two
specific roles:
■ Providing guidance to IT Operations about how best
to carry out the ongoing operational management of
applications. This role is partly carried out during the
Service Design process, but it is also a part of
everyday communication with IT Operations
Management as they seek to achieve stability and
optimum performance.
■ The integration of the Application Management
Lifecycle into the ITSM Lifecycle. This is discussed
below.
The objectives, activities and structures that enable
Application Management to play these roles effectively are
discussed below.
Hint on this one. Applications are not infrastructure. Technical Management provides resources for infrastructure.
6.6.2.2 Technical Analysts/Architects
This term refers to any staff member in Technical
Management who performs the activities listed in
paragraph 6.3.3, excluding the daily operational actions,
which are performed by Operators in either Technical or IT
Operations Management. Based on the list of generic
activities in paragraph 6.3.3, the role of Technical Analysts
and Architects includes:
■ Working with users, sponsors, Application
Management and all other stakeholders to determine
their evolving needs
■ Working with Application Management and other
areas in Technical Management to determine the
highest level of system requirements required to meet
the requirements within budget and technology
constraints
■ Defining and maintaining knowledge about how
systems are related and ensuring that dependencies
are understood and managed accordingly
■ Performing cost-benefit analyses to determine the
most appropriate means to meet the stated
requirements
■ Developing Operational Models that will ensure
optimal use of resources and the appropriate level
of performance
■ Ensuring that the infrastructure is configured to be
effectively managed given the organization’s
technology architecture, available skills and tools
■ Ensuring the consistent and reliable performance
of the infrastructure to deliver the required level
of service to the business
■ Defining all tasks required to manage the
infrastructure and ensuring that these tasks are
performed appropriately
■ Input into the design of configuration data required
to manage and track the application effectively.
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