and   Together. Free your energiesASL for U32Yvette Backer / Mark SmalleySeptember 7th, 2010
Agenda Application Management & ASL ASL 2 Transition from (initial) Application Development to  Application Management...
Introduction Mark Smalley“I help people market, sell and deliver Application Management”Director of International AffairsP...
Keep in touch!       mark.smalley@capgemini.com     mark.smalley@aslbislfoundation.org          marksmalley @ LinkedIn    ...
Application Management & ASL Together. Free your energies
What is Application Management? Not Hardware & System Software but  Application Software Not initial Application Develop...
Relationships                     Application                     Component                      Suppliers            Appl...
AD versus AM in the 20th Century                Strategic Business     misalignmentManagement  Immature                   ...
Integrated AD/AM in the 21st Century                             Business          Business          Demand           gets...
Economic Dimension                 Development             Management                                                     ...
Demand                    Application Management                                                           Supply         ...
Demand                     Common usage of                                                               Supply           ...
Demand                     Common usage of                                                               Supply           ...
What is ASL? Process framework – description of AM activities Best practices – ideas and a quick start Community of peo...
What is ASL? Together. Free your energies
ASL BiSL Foundation Professional association for Information Management  and Application Management Non-profit, Vendor-i...
ASL BiSL Foundation –              Free Products & Services   Process frameworks: ASL and BiSL   Best practices   Publi...
ASL BiSL Foundation –          Books     Together. Free your energies
Key Messages Service levels: agreements with customer Pro-active & innovative: improvement of applications  and services...
ASL Framework                                                                                              Customer       ...
ASL Framework                                                                                             Customer        ...
ASL Framework Together. Free your energies
ASL Framework                                             Business Business                                 Advice        ...
Challenges for AM Customer satisfaction Collaboration with other parties Complexity of application portfolios Speed of...
Topics at Speaking Engagements          Together. Free your energies
ASL Framework                                                                                               Customer      ...
ASL Framework                                                                                              Customer       ...
ASL Framework                                                                                              Customer       ...
ASL Framework Market                       Account                                                             Supplier’s ...
Organization Cycle ManagementScan                                           Scanmarket                                    ...
ASL Framework              Incident                                                                 Business: Production, ...
ASL FrameworkBusiness: Time tomarket, Costs, Revenue,Image Speed Quality                      Connecting processes      ...
ASL Framework                                    Business: Costs,                                    Benefits, Risk       ...
ASL FrameworkBusiness: Capital, Profit,                                    CustomerRisk                                   ...
Challenge1. Law of continuing change: A system that is being used   undergoes continuing change or degrades in   effective...
ASL Framework                                                                                              Customer       ...
Why adopt ASL? Marketing   Positioning as AM thought leader              via ASL BiSL Foundation Sales       Required in...
The IT Management domains
The IT Management domains                     Contracts,                    agreements,                       SLA’s       ...
Who is engaged with what?     Business                   Aspect                    Artifacts                       Deliver...
Where doesApplication Management            stand today?
Two culture shifts at once                                          IT Management oriented                       We alread...
The world today                                                     Infra M 1                                AM 2         ...
Application management is becoming more specialized                         Experience                        and expertis...
ASL 2
Messages ASL 2 From outside to inside: external orientation Collaboration: multi suppliers Information chains Anticipa...
ASL 2                                                                      Strategic                                      ...
ASL 1                                                                                   Customer    Market                ...
ASL 2 versus ASL                                                                                                 Customer ...
Changes to the Framework2 new processes:    • Supplier definition, Supplier management2 combined processes:    • Account &...
Black box buying                      People                                Product External quality               Interna...
At this moment                      Expected:End of this year: Self assessment and Management guide              Next year...
Transition from (initial) Application Development                             to Application Managementand                ...
Situation• Build-Run Transition is often a tricky process• For both new applications and existing applications• Process mo...
Transition     Current                                       Future Bus             People, Process                       ...
Different Worlds                            EA                          Balance                       Principles and      ...
Transition Lifecycle                     Final                                         Early Life   Acceptance            ...
Acceptance criteria - examples•    Project – Project acceptance criteria address IT management aspects•    Product – Open ...
Project     –   Address AM in project acceptance criteria     –   Specify non functional requirements (e.g. performance)  ...
Product     – Application complies with agreed standards re infrastructure,       software, data en naming conventions; AM...
Implementation     – Knowledge transfer regarding information systen en processes     – Methods and tools used in developm...
Process & Organization     – Information Management, Application Management and       Infrastructure Management are fully ...
Agreements     – Best effort Service Level Agreement during transition (Service       Level Objective)     – AM/IM is budg...
Explicit knowledge                Source: www.aslbislfoundation.org / ASL/ Best PracticesWhite paper – Transition to AM (D...
Projects and application management
Projects and application management – 2 worlds                                                   APPLICATIOM              ...
Misunderstanding number 1   AM isn’t just about keeping apps up-and-running –                   the support cluster       ...
Misunderstanding number 2     AM is about ensuring that applications kan support                             Strategic    ...
Development in an IT Management contextEnhancement & renovation and connecting processes:      for change management, deve...
Development in an IT Management context                Management processes also apply to                     projects in ...
Project versus IT Management Fall back available                      No alternative available Dedicated resources     ...
Tips Central command or communication, communication,  communication Impact analysis will prevent surprises later on Ex...
Together. Free your energies                             www.capgemini.comThe information contained in this presentation i...
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ASL 2 (Capgemini, Apeldoorn, Netherlands, Sep 2010)

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  • Hoe vertaalt zich dat in ASL 2?
  • De drie beheerdomeinen nogmaals benoemd, met de drivers voor ieder domein:Infrastructuur management– zoveel mogelijk voor zo laag mogelijke kosten per stuk (operationalexcellence). Toegevoegde waarde is vooral ook kennis van de techniek, kennis van klantprocessen vrijwel niet (Windows is windows)Applicatiemanagement – driver is afhankelijk van klantwensen: is continuïteit en betrouwbaarheid belangrijk? Of snelheid en flexibiliteit? Customerintimicy. Kennis van klantprocessen is nu ook belangrijk, om een hypothekensysteem te kunnen onderhouden/beheren heb je kennis van hypotheken nodig.Business informatiemanagement – belangrijkste driver hier is om juiste IV te krijgen tegen acceptabele kosten. Dus niet: wat is het beste? Maar: waar hebben we behoefte aan, wat past het beste in onze organisatie? Dat kan alleen als je de organisatie kent, de werkwijze, de uitdagingen, de taal van de gebruikers, de cultuur etc.
  • We zien 2 cultuurshifts:Van ontwikkeling naar beheer: het meeste is al geautomatiseerd, vandaag de dag gaat het vooral om vervanging. En ook bij (ver)nieuwbouw moet het passen binnen het bestaand applicatielandschap. Groene weides zijn er niet meer. Bovendien blijkt dat de “verandercapaciteit” in bedrijven niet zo groot is als gedacht, het kost jaren om echt te veranderen. Waarom:• Belang en impact hoog: kosten te hoog en belang te hoog• Continue gebruik: overlast. Het mag niet fout gaan.Wat:• Geen ideaalplaat meer: waar hebben we nu echt last van, wat moet echt• In stappen en variabel eindresultaat: hoe ver kunnen we veranderenVan aanbodgestuurd naar vraaggestuurd: organisaties denken nu beter na over wat ze echt nodig hebben en hoeveel ze daarvoor willen betalen. Alleen echte problemen of echte kansen worden vertaald in nieuwe IV. Als aanpassingen te duur worden of anderszins teveel problemen geven laat men het maar.
  • Een andere ontwikkeling: veel meer leveranciers, ieder met eigen specialisme, eventueel als onderaannemer. Aantal leveranciers op de shortlist kan nog overzichtelijk zijn, maar daarachter ook de nodige onderaannemers.Ook binnen vraagorganisaties zie je specialismen: BIM voor hypotheken, Bim voor levensverzekeringen, BIM voor personele systemen …Gevolg:• De plaats, rol, verwachtingen/eisen van leveranciersen BIM veranderen voortdurend.• De structuren waarlangs gestuurd wordt en vanwaaruit georganiseerd wordt, veranderen ook continue
  • Specialisatie van applicatiemanagement:Op gebied van technology. Bv Infosupport voor Endevaour, diverse SAP leveranciers.Op gebied van services: vooral detachering, projecten, outsourcing.Op gebied van markt/bedrijfsprocessen: PinkRoccade Healthcare en LocalGovernment
  • Hoe vertaalt zich dat in ASL 2?
  • Deorientatie gaat meer van buiten naar binnen dan andersom, niet hoe doen we het heel goed, maar wat vraagt onze klant aan kwaliteit, snelheid etc.?Samenwerking: je kunt niet meer alles alleen doen, andere leveranciers zijn nodig, meer en meer samenwerking. De IV zit steeds meer in ketens (zie bijv. de basisregistraties). De IV die je bouwt is voor een deel afhankelijk van de kwaliteit/consistentie van andere systemen, waar je geen sturing op hebt.Proactief is belangrijker.
  • De grote veranderingen gemarkeerd. Ik heb geen extra aandacht gegeven aan de richtinggevende processen.Leveranciersmanagement is nieuw: om de eigen leveranciers aan te sturen.Financieel management, waskostenmgt, verandert van naam. Want AB heeft zelf een business case, is bijna nooit meer een costunit maar een commerciële organisatie.Contractmgt, was service level mgt, AB zit in andere positie dan voorheen, opdrachtgever hoeft niet uiteindelijke afnemer te zijn, AB kan onderaannemer zijn.Operationele ICT sturing: was capaciteits en beschikbaarheidsbeheer. Gebruiksondersteuning, niet alleen maar inc.mgt, maar ook proactieve communicatie.Verder: centrale en belangrijke rol voor kwaliteitsmanagement.
  • Deze is om de verschillende aspecten van kwaliteit te illustreren.Klant koopt op buitenkant: hoe word ik behandeld? Hoe ziet het eruit? Kwaliteit buitenkant is dus belangrijk en moet gemanaged.Kwaliteit van product wordt vanzelfsprekend geacht. Die blijft dus onverminderd belangrijk.En daarnaast is er de kwaliteit van ingekochte producten, van de onderaannemers, ook die moet gemanaged want draagt bij aan totale kwaliteit product.
  • Verschillen tussen projecten en AB:Projecten worden gezien als nieuw, spannend, interessant, leuk, nieuwe dingen bouwenAB wordt gezien als oud, ouderwets, oude (achterhaalde) tooling/talen, boring, problemen oplossen
  • De grote veranderingen gemarkeerd. Ik heb geen extra aandacht gegeven aan de richtinggevende processen.Leveranciersmanagement is nieuw: om de eigen leveranciers aan te sturen.Financieel management, waskostenmgt, verandert van naam. Want AB heeft zelf een business case, is bijna nooit meer een costunit maar een commerciële organisatie.Contractmgt, was service level mgt, AB zit in andere positie dan voorheen, opdrachtgever hoeft niet uiteindelijke afnemer te zijn, AB kan onderaannemer zijn.Operationele ICT sturing: was capaciteits en beschikbaarheidsbeheer. Gebruiksondersteuning, niet alleen maar inc.mgt, maar ook proactieve communicatie.Verder: centrale en belangrijke rol voor kwaliteitsmanagement.
  • De grote veranderingen gemarkeerd. Ik heb geen extra aandacht gegeven aan de richtinggevende processen.Leveranciersmanagement is nieuw: om de eigen leveranciers aan te sturen.Financieel management, waskostenmgt, verandert van naam. Want AB heeft zelf een business case, is bijna nooit meer een costunit maar een commerciële organisatie.Contractmgt, was service level mgt, AB zit in andere positie dan voorheen, opdrachtgever hoeft niet uiteindelijke afnemer te zijn, AB kan onderaannemer zijn.Operationele ICT sturing: was capaciteits en beschikbaarheidsbeheer. Gebruiksondersteuning, niet alleen maar inc.mgt, maar ook proactieve communicatie.Verder: centrale en belangrijke rol voor kwaliteitsmanagement.
  • De grote veranderingen gemarkeerd. Ik heb geen extra aandacht gegeven aan de richtinggevende processen.Leveranciersmanagement is nieuw: om de eigen leveranciers aan te sturen.Financieel management, waskostenmgt, verandert van naam. Want AB heeft zelf een business case, is bijna nooit meer een costunit maar een commerciële organisatie.Contractmgt, was service level mgt, AB zit in andere positie dan voorheen, opdrachtgever hoeft niet uiteindelijke afnemer te zijn, AB kan onderaannemer zijn.Operationele ICT sturing: was capaciteits en beschikbaarheidsbeheer. Gebruiksondersteuning, niet alleen maar inc.mgt, maar ook proactieve communicatie.Verder: centrale en belangrijke rol voor kwaliteitsmanagement.
  • De grote veranderingen gemarkeerd. Ik heb geen extra aandacht gegeven aan de richtinggevende processen.Leveranciersmanagement is nieuw: om de eigen leveranciers aan te sturen.Financieel management, waskostenmgt, verandert van naam. Want AB heeft zelf een business case, is bijna nooit meer een costunit maar een commerciële organisatie.Contractmgt, was service level mgt, AB zit in andere positie dan voorheen, opdrachtgever hoeft niet uiteindelijke afnemer te zijn, AB kan onderaannemer zijn.Operationele ICT sturing: was capaciteits en beschikbaarheidsbeheer. Gebruiksondersteuning, niet alleen maar inc.mgt, maar ook proactieve communicatie.Verder: centrale en belangrijke rol voor kwaliteitsmanagement.
  • 1. Beter is om eindverantwoordelijkheid over projecten en beheer bij een punt te leggen, betere afstemming mogelijk tussen de twee, inplanning van resources etc. plus voorkomen van “over de schutting” gedrag. Degene die verantwoordelijk is voor het project is nl. ook verantwoordelijk voor het beheer daarna.2. Omdat bij bestaande systemen het startpunt al bepaald is,is het belangrijk om een goede impactanalyse te doen om een volledig overzicht te krijgen. Vergelijk het met verbouw van een huis. Je zult moeten weten wat dragende muren zijn, waar leidingen zitten voor je kunt gaan slopen, verbouwen.3. Altijd goed voor een betere overdracht. Voorkomen van “over de schutting”.4. Vaak wordt in een project alleen projectdocumentatie opgeleverd. Beschrijvingen van wat veranderd is. Wat betekent dat je na verloop van tijd alleen door alle delta doc achter elkaar te leggen een indruk van het systeem kan krijgen.5. Meestal is project alleen gericht op het op tijd opleveren en wordt het grote geheel (past het wel, kwaliteit, overdracht) uit het oog verloren. Verlies dit niet uit het oog en durf eventueel af te wijken. Soms beter om te laat op te leveren dan van slechte kwaliteit.
  • ASL 2 (Capgemini, Apeldoorn, Netherlands, Sep 2010)

    1. 1. and Together. Free your energiesASL for U32Yvette Backer / Mark SmalleySeptember 7th, 2010
    2. 2. Agenda Application Management & ASL ASL 2 Transition from (initial) Application Development to Application Management Projects and Application Management and Together. Free your energies ASL 2 – discover your place 2
    3. 3. Introduction Mark Smalley“I help people market, sell and deliver Application Management”Director of International AffairsPrincipal Consultant at CapgeminiMember Professional EXIN GroupLecturer at Rotterdam, Brussels, HangzhouAuthor & SpeakerCYOBlind MonkIT Paradigmologist Together. Free your energies
    4. 4. Keep in touch! mark.smalley@capgemini.com mark.smalley@aslbislfoundation.org marksmalley @ LinkedIn marksmalley @ Twitter www.slideshare.net/MarkSmalley http://profile.computable.nl/profile/msmalleywww.it-executive.nl/blogs/blogger/marksmalley http://smalleysoneliners.blogspot.com/ www.aslbislfoundation.org (Free downloads, Newsletter) Together. Free your energies
    5. 5. Application Management & ASL Together. Free your energies
    6. 6. What is Application Management? Not Hardware & System Software but Application Software Not initial Application Development but everything after that • Keeping applications operational • Changing applications to support business • Advising business on (strategic) topics Not Demand but Supply Together. Free your energies
    7. 7. Relationships Application Component Suppliers Application Packaged Development Application Business Providers ManagementSoftware Application Demand as a Management Management ServiceProviders Application Management Cloud Users Suppliers Infrastructure Management Tool Suppliers Together. Free your energies
    8. 8. AD versus AM in the 20th Century Strategic Business misalignmentManagement Immature Disastrous Application demand projects management Development Lack of innovation Application Users Poor Management service Together. Free your energies
    9. 9. Integrated AD/AM in the 21st Century Business Business Demand gets the most out of IT Management Controlled Application Migration Management Safe reduction of Business portfolio rules complexity Business IT ApplicationManagement Development Rapid change plus reliable Application functionality Users Management Together. Free your energies
    10. 10. Economic Dimension Development Management 32% 8%ApplicationsInfrastructure 12% 48% Together. Free your energies
    11. 11. Demand Application Management Supply IT & BusinessInfrastructure Infrastructure Management Suppliers Management Information Management Application Application Users Suppliers Management IT Component IT Service IT Service Suppliers Provider ConsumerMostly external, Internal IT Dept / Business deptpossibly internal external provider Together. Free your energies
    12. 12. Demand Common usage of Supply ASL, BiSL & ITIL IT & Business ITILInfrastructure Infrastructure Management Suppliers Management BiSL Information Management Application Application Users Suppliers Management ASL IT Component IT Service IT Service Suppliers Provider ConsumerMostly external, Internal IT Dept / Business deptpossibly internal external provider Together. Free your energies
    13. 13. Demand Common usage of Supply ASL, BiSL & ITIL IT & Business ITILInfrastructure Infrastructure Management Suppliers Management BiSL Information Management Application Application Users Suppliers Management ASL IT Component IT Service IT Service Suppliers Provider ConsumerMostly external, Internal IT Dept / Business deptpossibly internal external provider Together. Free your energies
    14. 14. What is ASL? Process framework – description of AM activities Best practices – ideas and a quick start Community of people – knowledge & wisdom Independent certification (individual & organization) Process maturity model Supported by public non-profit Foundation Together. Free your energies
    15. 15. What is ASL? Together. Free your energies
    16. 16. ASL BiSL Foundation Professional association for Information Management and Application Management Non-profit, Vendor-independent, Public domain organization, founded in 2002 in the Netherlands Funded by 30 Demand and Supply organizations who benefit from standards and best practices Advance professionalization of IT from both a business and an IT perspective Standards and best practices are freely available http://www.aslbislfoundation.org Together. Free your energies
    17. 17. ASL BiSL Foundation – Free Products & Services Process frameworks: ASL and BiSL Best practices Publications, Whitepapers, Presentations On-line support Examination specification Certification specification Theme sessions (free), Annual conference (fee) Together. Free your energies
    18. 18. ASL BiSL Foundation – Books Together. Free your energies
    19. 19. Key Messages Service levels: agreements with customer Pro-active & innovative: improvement of applications and services Insight into costs: in order to manage better Service Team: in order to act as one ICT party Integral approach, in cooperation with other parties Support of applications during total lifecycle of business process, not just during life of application Together. Free your energies
    20. 20. ASL Framework Customer organisations Market Account strategy definition definition Service ICT Customer Strategic developments ICT portfolio environment delivery definition processes strategy management strategy Life cycle Technology Skills management definition definition Organization Applications cycle cycle management management Management processes Planning Cost Quality Service level and control management management management Connecting processes Change Incident management Design management Impact Continuity Availabilitymanagement management analysis Enhancement Maintenance & Realization renovation Implementation Capacity Configuration Software management management Testing control and Together. distribution Free your energies
    21. 21. ASL Framework Customer organisations Market Account strategy definition definition Service ICT Customer Strategic developments ICT portfolio environment delivery definition processes strategy management strategy Life cycle Technology Skills management definition definition Organization Applications cycle cycle management Strategy management Management processes Planning Cost Quality Service level and control Management management management management Connecting processes Advice Change Incident management Design management Impact Continuity Availability Change analysis Enhancementmanagement management Maintenance & Realization renovation Operations Implementation Capacity Configuration Software management management Testing control and Together. distribution Free your energies
    22. 22. ASL Framework Together. Free your energies
    23. 23. ASL Framework Business Business Advice Change Business Operations Together. Free your energies
    24. 24. Challenges for AM Customer satisfaction Collaboration with other parties Complexity of application portfolios Speed of business change Meaningful strategic dialogue with the business Together. Free your energies
    25. 25. Topics at Speaking Engagements Together. Free your energies
    26. 26. ASL Framework Customer organisations Market definition Account definition Strategic strategy ICT Dialogue Customer Service Strategic developments ICT portfolio environment delivery definition processes strategy management strategy Life cycle Technology Skills Complexity management definition Collaboration Organization cycle definition Applications cycle management management Management processes Planning Cost Quality Customer Service level Collaborationmanagement and control management management Satisfaction Connecting processes Customer Incident Change management Design Satisfaction management Impact Continuity Availabilitymanagement management analysis Enhancement Maintenance & Realization renovation Implementation Capacity Configuration 26 Software management management Testing control and Together. distribution Free your energies
    27. 27. ASL Framework Customer organisations Market Account strategy definition definition Service ICT Customer Strategic developments ICT portfolio environment delivery definition processes strategy management strategy Life cycle Technology Skills management definition definition Organization Applications cycle cycle management management Management processes Planning Cost Quality Service level and control management management management Connecting processes Change Incident management Design management Impact Continuity Availabilitymanagement management analysis Enhancement Maintenance & Realization renovation Implementation Capacity Configuration 27 Software management management Testing control and Together. distribution Free your energies
    28. 28. ASL Framework Customer organisations Market Account strategy definition definition Service ICT Customer Strategic developments ICT portfolio environment delivery definition processes strategy management strategy Life cycle Technology Skills management definition definition Organization Applications cycle cycle management management Management processes Planning Cost Quality Service level and control management management management Connecting processes Change Incident management Design management Impact Continuity Availabilitymanagement management analysis Enhancement Maintenance & Realization renovation Implementation Capacity Configuration 28 Software management management Testing control and Together. distribution Free your energies
    29. 29. ASL Framework Market Account Supplier’s perspectivedefinition definition  Rapidly changing world Service delivery  Repositioning definition  Collaborate vs controlTechnology definition Skills definition  Proactive, innovative  Strategic alignment Organization cycle management Together. Free your energies
    30. 30. Organization Cycle ManagementScan Scanmarket skills Scan Scan clients technology Integral choices Plan for Plan for positioning skills Plan for client Plan for relationships technology Together. Free your energies
    31. 31. ASL Framework Incident Business: Production, management Costs, Revenue, Image Continuity Availabilitymanagement Maintenance management  Customer Service  Proactive chain Capacity management Configuration management management Together. Free your Contingency energies
    32. 32. ASL FrameworkBusiness: Time tomarket, Costs, Revenue,Image Speed Quality Connecting processes Change management Design Impact analysis Enhancement & Realization renovation Implementation Software control and Testing Together. distribution Free your energies
    33. 33. ASL Framework Business: Costs, Benefits, Risk  Customer satisfaction  Back-to-back contracts  Quality management Management processes Planning Cost Quality Service level and control management management management "I love deadlines. I like thewhooshing sound they make as they fly by.“ Douglas Adams Together. Free your energies
    34. 34. ASL FrameworkBusiness: Capital, Profit, CustomerRisk organisations strategy Contribution to business ICT Customer innovation developments strategy ICT portfolio management environment strategy Application Portfolio Life cycle management Transformation Applications cycle Strategic dialogue management Together. Free your energies
    35. 35. Challenge1. 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 LehmanSource: http://www.cs.mdx.ac.uk/staffpages/mml/index.html Together. Free your energies
    36. 36. ASL Framework Customer organisations Market Account strategy definition definition Service ICT Customer Strategic developments ICT portfolio environment delivery definition processes strategy management strategy Life cycle Technology Skills management definition definition Organization Applications cycle cycle management management Management processes Planning Cost Quality Service level and control management management management Connecting processes Change Incident management Design management Impact Continuity Availabilitymanagement management analysis Enhancement Maintenance & Realization renovation Implementation Capacity Configuration Software management management Testing control and Together. distribution Free your energies
    37. 37. Why adopt ASL? Marketing Positioning as AM thought leader via ASL BiSL Foundation Sales Required in many RfI’s & RfP’s Delivery Focused on all of AM and compatible with other standards Quality Processes external auditable HR Appeals to apps people Together. Free your energies
    38. 38. The IT Management domains
    39. 39. The IT Management domains Contracts, agreements, SLA’s Standard, • IT infrastructure low cost price, • technical knowledge Operations perspective Infrastructure management BusinessDemand Information Supply management Application • Fit for business, Information provisioning management • User perspective business knowledge • Applications Custom, business • Maintenance and renewal perspective process knowledge and Together. Free your energies ASL 2 – discover your place 39
    40. 40. Who is engaged with what? Business Aspect Artifacts DeliverablesBusiness Information Information Functional model Supported end-users Management provisioning Information model Defined Information Provisioning Governed IT Application Application Application functions (process) Up to date applications Management Programs / modules Well performing apps Data structures Solve incidents Infrastructure Executables Infrastructure Applications up and running Management Storage (databases) System software (OS, DBMS) Up to date infrastructure Hardware (server, PC) Replaced printers Network Up and running network and Together. Free your energies ASL 2 – discover your place 40
    41. 41. Where doesApplication Management stand today?
    42. 42. Two culture shifts at once IT Management oriented We already have everything Limited ability to change Don’t look further than 3 years I have a concrete problem Manage like the rest This must change If that’s the price, then leave it We’ll cope with it In 3 years we will / have to… Supply driven Demand drivenEverything is possible‘X’ is the solution for….If the system is okay, the restwill follow… New! Perfect solutions Blue prints, architecture, …. Green fields Development oriented and Together. Free your energies ASL 2- discover your place, 42
    43. 43. The world today Infra M 1 AM 2 Infra M 1 CBIMBIM AM Package1 Infra M 1Fin Infra M 1 AM AM i ASP 2BIM AM 4Life Infra M 1BIM AM 3 Infra M 1 … Infra M 1 AM 1BIMgeneric AM AM User organization1 Infra M 1 ASP 1 OO 1 IM 1 IM 1 IM 1 AM AM Package 3 Package 2 User organization 2 and Together. Free your energies ASL 2 – discover your place 43
    44. 44. Application management is becoming more specialized Experience and expertise Standard components Platforms like SAP Technology Platforms like Oracle Custom products Nature of the System integration work Renewal X Services Time / material Projects Management / maintenance Business solutionsMarket or business process Language, Directing and contacts and work business culture and Together. Free your energies ASL 2 –discover your place 44
    45. 45. ASL 2
    46. 46. Messages ASL 2 From outside to inside: external orientation Collaboration: multi suppliers Information chains Anticipate: proactivity and Together. Free your energies Insert "Title, Author, Date" 46
    47. 47. ASL 2 Strategic Customer processes OCM Account & market Supplier definition organization strategy ACM definition Service ICT Customer delivery developments Application life- environment cycle management definition strategy strategy Application port- Capabilities Technology folio management definition definitionManagement Contract Planning and Quality Financial Supplier processes management control management management management Change Design mgt Continuity Use support management Impact analysis Realization Enhancement & Support renovation Implementation Configuration Operations management management Software control & Testing and distribution Connecting processes and Together. Free your energies ASL 2 – discover your place 47
    48. 48. ASL 1 Customer Market Account organization definition definition strategy Service ICT Customer delivery develop- environ- definition ments ICT portfolio ment strategy management strategy Technology Skills definition definition Life cycle management Planning Cost Quality Service level and control management management management Incident Change Design management mgt Impact Continuity Availability analysismanagement management Realization Implemen- Capacity Configuration tation management management SW control & Testing distrib Capgemini Business Application Smalley, 2008 ASLF, De Boer & Services Together. Free your energies © 2008 Capgemini. All rights reserved. 48
    49. 49. ASL 2 versus ASL Customer Account and market definition organization strategy Service ICT Customer delivery develop- environ- ments Applications ment definition strategy portfolio strategy Technology Capabilities management definition definition Application lifecycle Supplier management definitionmanagement Supplier Planning Financial Quality Contract management and control management management Change Use support Design mgt Impact Continuity analysis management Realisation Implemen- Configuration tation management SW control Testing & distrib Capgemini Business Application Services Together. Free your energies ASLF, De Boer & Smalley, 2008 © 2008 Capgemini. All rights reserved. 49
    50. 50. Changes to the Framework2 new processes: • Supplier definition, Supplier management2 combined processes: • Account & market definition, Operations management6 changed process names: • Use support, Financial management, Contract management, Capabilities definition, Application portfolio management, Application lifecycle management2 processes strongly changed re content: • Configuration management, Contract management15 processes unchanged Capgemini Business Application Services Together. Free your energies ASLF, De Boer & Smalley, 2008 © 2008 Capgemini. All rights reserved. 50
    51. 51. Black box buying People Product External quality Internal quality Procured qualityPersonal treatment Technical quality product Services and Appearance Quality production process products Ease of use Quality documentation subcontractors or Completeness Functions suppliers Possibilities Capabiliy optimization Performance Costs Process Tools and Together. Free your energies ASL 2 – discover your place 51
    52. 52. At this moment Expected:End of this year: Self assessment and Management guide Next year: “ASL in de praktijk” and Together. Free your energies ASL 2 – discover your place 52
    53. 53. Transition from (initial) Application Development to Application Managementand Together. Free your energies
    54. 54. Situation• Build-Run Transition is often a tricky process• For both new applications and existing applications• Process models provide limited guidance• Process is often unstructured and unmanageable• Professional IT Management implies compliance to preconditions and quality criteria• Acceptance criteria for project, product, implementation, process & organization, agreements• It‟s often a change of relationships54
    55. 55. Transition Current Future Bus People, Process Bus Org Org Info Applications, Data, Infrastructure Info Syst Syst IT People, Process IT Org Org Tools Applications, Data, Infrastructure Tools55 © 2010 Capgemini - All rights reserved 55
    56. 56. Different Worlds EA Balance Principles and guidelines AD ITSM Change AD mugs us Stability Projects, ITSM slows us down Manageability, deadlines, costs functionality56 © 2010 Capgemini - All rights reserved 56
    57. 57. Transition Lifecycle Final Early Life Acceptance Support AcceptanceAcceptance criteria Project IT Mgt Participation Transition to 57 production
    58. 58. Acceptance criteria - examples• Project – Project acceptance criteria address IT management aspects• Product – Open ends at transition time are identified and agreed upon regarding (financial) resolution• Implementation – Warranty period with „early life support‟ by project team so that AM team doesn‟t have to solve everything themselves• Process & organisation – Ownership of the application is agreed upon• Agreements – Best effort Service Level Agreement during transition (Service Level Objective)58
    59. 59. Project – Address AM in project acceptance criteria – Specify non functional requirements (e.g. performance) – Include delegation of AM in project team – Execute performance, stress, volume and integration tests – Document test results and how they‟re dealt with – Include test sets and results in deliverables – Include issue log (with background) in deliverables – Include change management administration in deliverables – Plan reviews by AM in project – Include AM in test activities – Discharge project organization when users have accepted and when AM criteria have been achieved59
    60. 60. Product – Application complies with agreed standards re infrastructure, software, data en naming conventions; AM/IM monitors alignment with existing archticture – AM/IM monitor application maintainablity during project – Application complies with non-functional requirements – Adequate technical environments (DTAP) including procedures are delivered – Deliverables include documentation; any open ends are identified and agreed upon regarding (financial) resolution – Interfaces with other systems is addressed: integration plan, integration tests; AM/IM involvement60
    61. 61. Implementation – Knowledge transfer regarding information systen en processes – Methods and tools used in development are tranferred to AM/IM during project – Data conversion included in project – Warranty period with „early life support‟ by project team so that AM team doesn‟t have to solve everything themselves – Education plan – Back-out plan – Communicatie plan61
    62. 62. Process & Organization – Information Management, Application Management and Infrastructure Management are fully skilled and involved in the (project) organisation – Project is responsible for Infrastructure Management of project components – Tasks, Responsibilities and Authorities are agreed upon – Processes and procedures for Change and Release Management are implemented – Business delegates a mandated representative (Information Management) – Ownership of the application is agreed upon – Project is responsible for software configuration management – A service team comprises project team members and AM/IM62
    63. 63. Agreements – Best effort Service Level Agreement during transition (Service Level Objective) – AM/IM is budgetted and resourced – Interaction between User Organisation, Information Management, Application Management and Infrastructure Management is agreed upon – Agreements with third parties e.g. sub-contractors, licences are made63
    64. 64. Explicit knowledge Source: www.aslbislfoundation.org / ASL/ Best PracticesWhite paper – Transition to AM (Dutch “Het in beheer nemen van een applicatie”)• Based on contributions of 180 members of the ASL BiSL Foundation• Sketches the domain and the process• Suggests an approach with 36 acceptance criteriaBest Practices• Intake process (Dutch “Intakeprocess”, in QM)• Example Intake Information Systems (Dutch “Voorbeeld Intake informatiesystemen”, SLM)• Checklist Intake AM (Dutch “Checklist INTAKE “Beheer & Onderhoud”, in SLM)• Checklist Intake AM (Dutch “Checklist inbeheername applicatie”, in Impl)• Checklist Application Acceptance (Dutch “Checklist Acceptatie applicatie”, in Impl)64
    65. 65. Projects and application management
    66. 66. Projects and application management – 2 worlds APPLICATIOM MANAGEMENT PROJECT and Together. Free your energies
    67. 67. Misunderstanding number 1 AM isn’t just about keeping apps up-and-running – the support cluster Continuity Use support managementSupport Configuration Operations management management and Together. Free your energies ASL 2 – discover your place 67
    68. 68. Misunderstanding number 2 AM is about ensuring that applications kan support Strategic processes Customer OCM business processes, now and in the future ACM Account & market Supplier definition organization strategy definition Service ICT Customer delivery developments Application life- environment cycle management definition strategy strategy Application port- Capabilities Technology folio management definition definitionManagement Contract Planning and Quality Financial Supplier processes management control management management management Change Design mgt Continuity Use support management Impact analysis Realization Enhancement & Support renovation Implementation Configuration Operations management management Software control & Testing and distribution Connecting processes and Together. Free your energies ASL 2 – discover your place 68
    69. 69. Development in an IT Management contextEnhancement & renovation and connecting processes: for change management, development and implementation Change mgt Impact analysis Realization Enhancement & renovation Implementation Software control & Testing and distribution Connecting processes and Together. Free your energies ASL 2 – discover your place 69
    70. 70. Development in an IT Management context Management processes also apply to projects in an AM contextManagement Contract Planning and Quality Financial Supplier processes management control management management management and Together. Free your energies ASL 2 – discover your place 70
    71. 71. Project versus IT Management Fall back available  No alternative available Dedicated resources  No dedicated resources Independent planning  Many dependences Isolated activities  Shop open during renovation Closure and DEL *.*  Eat you own dog food Relative freedom of choice  Limited choices One-off project  Repeatable processes Greenfield  Brownfield and Together. Free your energies 71
    72. 72. Tips Central command or communication, communication, communication Impact analysis will prevent surprises later on Exhange AM and Project people Not only delta documentation, but up to date system documentation Manage the big picture, not just the project and Together. Free your energies ASL 2 – discover your place 72
    73. 73. Together. Free your energies www.capgemini.comThe information contained in this presentation is proprietary. ©2010 Capgemini. All rights reserved
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