Application Management
published in September 2002


This book covers the software development life cycle and provides details on business change with the emphasis on clear requirement definitions and implementation to meet business users' needs.

Traditionally, there is a practice of separating business from Application Management and Application Management from IT Service Management.

On the ITIL view, applications should be deployed with Service Management requirements included. They should be designed and built for operability, reliability, performance and manageability and tested for compliance.

The importance of this problem can be highlighted by the Gartner Group report which showed that nearly 80% of production outages occur as a result of operator error (40%) and application failures (40%). The remaining 20% are a result of technology errors caused by the operating system and hardware.