Application Portfolio Management

Incident Management, Availability Management,
Release, Change and Problem Management,
Incident Notification Acknowledgement

Application Portfolio Management Service Highlights Expertise and Capability Services Groups - Mechanism Incident Management and Availability ManagementRelease Management, Change Management and Problem Management Incident Notification Acknowledgement DevOps

Application Portfolio Management:

One of the definitions of the service is “the ongoing maintenance, management, conversion, enhancement and production support of an application portfolio by a trusted IT service Partner”. Examples of maintenance include regulatory changes, software upgrades, new release installations and “defect fix” troubleshooting in addition to IT application centric production support activities as Incident Management, Availability Management, Release Management, Change Management, Problem Management.

The intrinsic nature of service itself requires “transfer of knowledge” or a more common industry term “knowledge transition (KT)” either from the Customer organization transferring the application management service specifically after the New software builds are released into production and/or to transfer the existing application management service from the incumbent.

Service Highlights:

Expertise and Capability:

Services Groups - Mechanism:

The scope of the granular services defined as part of our application management outsourcing service are limited to following services at this moment

Above six services, however are grouped as part of three service groups mainly based on Close alignment of a service with another and Level of complexity of the skillsets and several other parameters required to execute the services grouped together. As per the above scope, the content of the service definitions describes each Service Group by defining

Please see below our understanding of various parameters, its logical scores with respect to the services which we are offering:


This scoring allows you to group and ungroup services as per Customer requirements and at the same time allows for standardization and transparent understanding of the pricing structure in agreement with the above scoring.

For our offering, the collection of the above service weights/scores allows us to group the services based on their total of service weights. As below

Collective Score

Incident Management and Availability Management:

Incident Management

Availability Management

Definition

  • To restore a normal service operation as quickly as possible by managing an Incident through its lifecycle – within the limits of SLA and to minimize the impact on business operations
  • The goal of this service is to ensure that application components and related processes and tools are functioning at agreed availability targets

Tasks in Service Management

  • Following functions on Incident – Receive, Prioritize, Triage, Resolve, Escalate, Close, Report a problem, Report statistics on Incidents and SLA adherence
  • Monitor Alerts, Start Service, Stop Service, Check Service Status, Cleanup |Preventive: resolve out-of-boundary situations |Information Management: Planned outages / maintenance windows/BCP events/3rd Party communication

Components of Knowledge Transfer
Common:

  • Application portfolio functionality - overview
  • Communication and Governance Matrix
  • Application management process workflow and stakeholders
  • Incident, Availability, KEDB and Monitoring Tools
  • Application environment, dependent IT Infra and stakeholders

Specific

  • Application portfolio – functionality, workflow, log files, database structure and data management, Infra environmental dependency, application environment
  • Incident management processes, SLAs and tools - KEDB, Communication tools
  • Application components designed for availability e.g. logfiles, start, stop scripts, scheduling jobs
  • Validate the existing monitoring process and the tools, understand the gaps and plan actions to close the gaps

Release Management, Change Management and Problem Management:

 

Change Management

Release Management

Problem Management

Definition

  • Managing the lifecycle of alterations to all application component that are part of business live(Production) and test (UAT) along with any other environment that business wants to have under change management.
  • The process of managing, planning, scheduling and controlling a software build through different stages and environments; including testing environments.
  • The objectives  are to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented.

Tasks in Service Management

  • The activities will consist of recording of changes, verifying the assessment of the impact, cost, benefit and risk of proposed changes, obtaining approval,  change implementation, monitoring and reporting, reviewing and closing change requests.
  • Receive - release notification|Verify - against baseline, release plan, test results, with Release Control Group|Communicate – Impact to Level 2 |Release – deployment |Review|Rollback if applicable
  • Problem Detection, Logging, Prioritization, Investigation & diagnosis, Known error record, Major Problem review, Stakeholder Communication

 

Components of Knowledge Transfer
Common:

Specific

  • Application portfolio functions
  • Communication and Governance matrix
  • Application management workflow and stakeholders
  • Tools: Incident, Availability, KEDB Management and Monitoring
  • Application environment
  • Dependent IT infrastructure and stakeholders
  • KT reinforcement with incumbent

Specific

  • Business functionality of application portfolio - details
  • Discrete Application functionality - details
  • Application components: Design, Architecture, Source Code, specifics of technology, standards for  – design, architectural, coding
  • Test cases, test tools used in the ongoing change management process
  • Change Management process, SLAs and tools (Studio, CI Tools, Logging tools, Virtualization Tools, reporting )
  • Release Management and Continuous Integration process, SLAs & tools (Logging, Virtualization, CI, CM)
  • Application functionality overall understanding
  • Freeze periods, release calendars, maintenance windows
  • Application environment – details (app server, db, app components)
  • Infra and Application support stakeholders and as well Customer stakeholders
  • Problem Management processes, SLAs and tools
  • Problem history database and activities, open problems
  • Stakeholder communication methods / dos and don’t

Incident Notification Acknowledgement :

 

Incident Notification Acknowledgement

Definition

  • The goal of the service is to inform the Incident notification sender that his/her Incident ticket has been acknowledged and that the incident will be dealt with as soon as possible within the limits of corresponding SLA

Tasks in Service Management

  • Sense the incident notification received (the assumption is the Helpdesk will create Incident Record with or without required Triage)
  • Read the incident description
  • Acknowledge the incident based on the SLA
  • Assist team leads in performing incident acknowledgement analytics
  • To make sure that Incident Acknowledgement has reached the Customer Stakeholder and Incident Resolution team is notified about the Incident for actual resolution

Components of Knowledge Transfer

  • Overview of application portfolio functions
  • Communication and Governance Matrix
  • Understanding of application management process workflow and stakeholders
  • Functions of Incident management tool
  • Incident severity wise SLA understanding
  • Communication equipment and tools handling and procedures

DevOps:

DevOps may mean a different thing to a large organization with Operations/Service Management and Software Development/IT as different and large units in terms of its literal meaning of the definition. For us it is the defined flow of software development assets and project communication through use of dedicated tools for the continuous delivery across all the environments (staging, production, UAT and app distribution). Here are some of the tools we use in the area of Source Code Control, Issue Tracking, Bundled Customer Deliveries for deployment and Project Management.