In IT service management, problems are inevitable. A problem is the underlying cause of one or more incidents. However, the root cause isn’t always clear when you log a problem. That’s where the problem management process steps in to uncover the source. Let’s explore this concept further by diving into ITIL and its Application Management Function.
What Is ITIL and Why Does It Matter?
Before we go further, let me clarify what ITIL stands for. ITIL, or Information Technology Infrastructure Library, is a set of best practices for managing IT services. It helps align IT services with business needs. As a result, organizations improve efficiency and customer satisfaction.
Within ITIL, there’s a stage called Service Operation. This stage ensures services deliver on their promises. Unlike planning-focused stages, this is where execution happens. Think of it as the point where ideas meet reality.
Unpacking the Application Management Function
The Application Management Function focuses on managing software applications. It includes the people and processes needed to ensure applications work as expected. These teams provide the technical expertise to keep applications running smoothly.
Applications vs. Services: Clearing Up Confusion
Many organizations confuse applications with services. Let me explain the difference. An application is a software program. A service, on the other hand, is a complete solution that meets a user’s need. For example:
- Application: A payroll system software.
- Service: End-to-end payroll processing, which may use the payroll software, a database, and network infrastructure.
Applications are components of a service, not the service itself. One application can support multiple services. Similarly, one service can depend on many applications. This is especially common in modern service-oriented architectures, where shared services are key.
How Application Management Works
Application Management works closely with Development teams. However, it remains a separate function with distinct roles. For instance:
- Development creates the software.
- Application Management maintains and manages the software after deployment.
In some organizations, Application Management aligns its teams with specific business lines. For example, one team may handle applications for human resources, while another supports customer service tools.
These teams also collaborate with Technical Management, but their focus is different. While Technical Management looks after infrastructure, Application Management zeroes in on the software layer.
Why Application Management Matters
Without proper Application Management, services suffer. Imagine a critical application failing during business hours. The impact on customers and operations could be disastrous. With skilled Application Management teams, organizations minimize risks and ensure seamless service delivery.
Business Case: Application Management in Action
Consider a financial services company that offers online banking. Their customers rely on a secure application to perform transactions. One day, the app starts crashing during peak hours. Customers complain, and the company faces potential reputational damage.
Here’s where Application Management saves the day. The team quickly identifies the issue—a memory leak in the application code. By working with Development, they deploy a fix in record time.
The result? Customers regain access with minimal disruption, and the company avoids significant losses. This demonstrates how Application Management ensures services deliver real value, even under pressure.
Wrapping It Up
To sum it up, ITIL Application Management is vital in ITIL Service Operation. It ensures applications function reliably, enabling services to meet user needs. By collaborating with Development and Technical Management, Application Management keeps IT services aligned with business goals.
Does your organization have a strong Application Management function? If not, it might be time to invest in one. After all, great services start with well-managed applications.
Credits: Photo by Pavel Danilyuk from Pexels
