Wisdom from the ITSM Applicaiton Support Guru


ITIL is the leading standard for ITSM.  It was developed in the United Kingdom and is considered to be a framework of ITSM good practices that cover the main activities of IT services organizations.  ITIL helps define the functions that are found in an ITSM-focused organization.

 The ITIL Service Management life-cycle is a broad service management model that can apply to any IT service-related activity.  The following posts will illustrate how the V3 Service Lifecycle can apply specifically to the application support function. 

 This post provides an overview of  the ITIL V3 Service Management Life-Cycle and how it applies to an Outsourced Application Support  lifecycle implementation approach:

  • How each phase applies to application support
  • The primary implementation resource responsible for each phase
  • How each process applies to application support
  • How each process outcome applies to application support
  • The value of each application support life-cycle phase

 In the following posts, the primary resource responsible for implementing each phase is discussed.  Any IT organization can use this implementation approach for application support with equivalent resources.  In order to be effective, the resources should have the appropriate skill set and focus for each implementation phase.


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