2. ASL ® 2 Introduction ASL BiSL Foundation Application Services Library ASL® is a registered trademark of the ASL BiSL Foundation

3. IT Service Provider Internal IT Dept / external provider IT Service Consumer Business dept IT Component Suppliers Mostly external, possibly internal Application Management 2014 Supply Demand Management Infrastructure Suppliers Business Information Management Users Application Management Infrastructure Management Application Suppliers IT & Business

4. Delivery not under control Quality issues, outages and delays Misunderstandings with customers and IT partners Staff not motivated for Application Management Mugged by Application Development Complex application portfolio Business doesn’t know what it wants Business refuses to take responsibility 2014 Pains IT Service Providers

5. Economic Dimension 2014 8% 12% 48% 32% Development Infrastructure Management Applications

6. Software Control and Distribution Change Management Use Support Continuity Management IT Operations Management Configuration Management Application Portfolio Management Application Lifecycle Management IT Develop- ments Strategy Customer Environment Strategy Realization Design Implemen- tation Contract Management Planning and Control Quality Management Financial Management Supplier Management Application SupportApplication Maintenance and Renewal Connecting Processes - Operational Level Application StrategyApplication Management Organization Strategy Management Processes Impact Analysis Testing Capabilities Definition Technology Definition Supplier Definition Account and Market Definition Service Delivery Definition Customer Organizations Strategy Strategic Operational Managing ASL2 Framework

7. 2010 ASL2 Framework

8. Change Business Operations Business Strategy Business ASL2 Framework

9. Source: http://blueballfixed.ytmnd.com/ Software Control and Distribution Change Management Use Support Continuity Management IT Operations Management Configuration Management Application Portfolio Management Application Lifecycle Management IT Develop- ments Strategy Customer Environment Strategy Realization Design Implemen- tation Contract Management Planning and Control Quality Management Financial Management Supplier Management Application SupportApplication Maintenance and Renewal Connecting Processes - Operational Level Application StrategyApplication Management Organization Strategy Management Processes Impact Analysis Testing Capabilities Definition Technology Definition Supplier Definition Account and Market Definition Service Delivery Definition Customer Organizations Strategy Strategic Operational Managing

10. 1996 R2C 2000 ASL (1) –strategy for service providers (OCM) 2009 ASL 2 –supplier definition, management, operations 2014 Heritage

11. Increased number of (standardized) application components Increased number of AM providers More diversification and specialization of AM providers Which position in the AM ecosystem? You can’t control the whole supply chain so just focus on the interfaces with the adjacent parties 2014 Underlying trends

12. IT Tsunami’s 2014 Operations Strategy IT Business IS Data Software Hardware Business Involvement Abstraction Standardization Offshore

13. Critical Cultural Change 2014 Brown Field Architecture Assembly & Integration Business Domain Knowledge External Orientation & Collaboration Scan Choose Check Act

14. Increasing dependency on IT: –Business Operations –Organizational Change –Liability –Costs and benefits –Image Business needs both reliablity and agility Information systems are getting more complex Are the risks still acceptable? Challenge Functional Portable Efficient Reliable Usable Maintainable Software Quality ISO/IEC9126 2014

15. Challenge Survive and succeed Perform today Adapt to tomorrow FunctionalUsableAvailable StructurePeople TechnologyProcess PeopleStructure ProcessTechnology Capital InstallablePortableMaintainable Good Fast 2014

16. 1.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. Challenge Source: http://www.cs.mdx.ac.uk/staffpages/mml/index.html 2014 Prof Manny Lehman

17. IT Service Provider Internal IT Dept / external provider IT Service Consumer Business dept IT Component Suppliers Mostly external, possibly internal AM=AM+AM+AM+… 2014 Management Infrastructure Suppliers Business Information Management Users Application Management Infrastructure Management Application Suppliers IT & Business Supply Demand

18. ASL2 Framework Software Control and Distribution Change Management Use Support Continuity Management IT Operations Management Configuration Management Application Portfolio Management Application Lifecycle Management IT Develop- ments Strategy Customer Environment Strategy Realization Design Implemen- tation Contract Management Planning and Control Quality Management Financial Management Supplier Management Application SupportApplication Maintenance and Renewal Connecting Processes - Operational Level Application StrategyApplication Management Organization Strategy Management Processes Impact Analysis Testing Capabilities Definition Technology Definition Supplier Definition Account and Market Definition Service Delivery Definition Customer Organizations Strategy Strategic Operational Managing Business planning for the AM organization Supplier’s perspective  Rapidly changing world  Repositioning  Collaborate vs control  Proactive, innovative  Strategic alignment Defend AttackStrengthen Retreat Threats Weaknesses Internal External Opportunities Strengths

19. Software Control and Distribution Change Management Application Portfolio Management Application Lifecycle Management IT Develop- ments Strategy Customer Environment Strategy Realization Design Implemen- tation Contract Management Planning and Control Quality Management Financial Management Supplier Management Application Maintenance and Renewal Connecting Processes - Operational Level Application StrategyApplication Management Organization Strategy Management Processes Impact Analysis Testing Capabilities Definition Technology Definition Supplier Definition Account and Market Definition Service Delivery Definition Customer Organizations Strategy Strategic Operational Managing ASL2 Framework Keeping applications up and running Business: Production, Costs, Revenue, Image  Customer Service  Proactive chain management  Contingency Use Support Continuity Management IT Operations Management Configuration Management Application Support Fraud protection SecurityEmergency Continuity Internal Resource External Activity Organisation available Application available Operating correctly Acting correctly ReliabilityAvailability 7x24 Mon-Fri 8-18 MTTR MTBF

20. ASL2 Framework Use Support Continuity Management IT Operations Management Configuration Management Application Portfolio Management Application Lifecycle Management IT Develop- ments Strategy Customer Environment Strategy Contract Management Planning and Control Quality Management Financial Management Supplier Management Application Support Connecting Processes - Operational Level Application StrategyApplication Management Organization Strategy Management Processes Capabilities Definition Technology Definition Supplier Definition Account and Market Definition Service Delivery Definition Customer Organizations Strategy Strategic Operational Managing Realization Design Implemen- tation Application Maintenance and Renewal Keeping applications up to date Business: Time to market, Costs, Revenue, Image  Speed  Quality Impact Analysis Testing Software Control and Distribution Change Management DevelopmentOperation Supply Acquisition ISO/IEC14746 – Software Maintenance Correction Corrective Preventive Enhancement Perfective (performance, maintainability) Adaptive (usability in changing environment) Maintenance ISO/IEC12207 – Software Life Cycle Processes

21. Software Control and Distribution Change Management Use Support Continuity Management IT Operations Management Configuration Management Application Portfolio Management Application Lifecycle Management IT Develop- ments Strategy Customer Environment Strategy Realization Design Implemen- tation Contract Management Planning and Control Quality Management Financial Management Supplier Management Application SupportApplication Maintenance and Renewal Connecting Processes - Operational Level Application StrategyApplication Management Organization Strategy Management Processes Impact Analysis Testing Capabilities Definition Technology Definition Supplier Definition Account and Market Definition Service Delivery Definition Customer Organizations Strategy Strategic Operational Managing ASL2 Framework Keeping time, money, progress, contracts, suppliers, quality & expectations under control "I love deadlines. I like the whooshing sound they make as they fly by.“ Douglas Adams Business: Costs, Benefits, Risk  Customer satisfaction  Back-to-back contracts  Quality management

22. Contracts 2014 BusinessIT

23. Software Control and Distribution Change Management Use Support Continuity Management IT Operations Management Configuration Management Application Portfolio Management Application Lifecycle Management IT Develop- ments Strategy Customer Environment Strategy Realization Design Implemen- tation Contract Management Planning and Control Quality Management Financial Management Supplier Management Application SupportApplication Maintenance and Renewal Connecting Processes - Operational Level Application StrategyApplication Management Organization Strategy Management Processes Impact Analysis Testing Capabilities Definition Technology Definition Supplier Definition Account and Market Definition Service Delivery Definition Customer Organizations Strategy Strategic Operational Managing ASL2 Framework Ensuring strategic alignment of business & IT Business: Capital, Profit, Risk  Contribution to business innovation  Application Portfolio Transformation  Strategic dialogue

24. Software Control and Distribution Change Management Use Support Continuity Management IT Operations Management Configuration Management Application Portfolio Management Application Lifecycle Management IT Develop- ments Strategy Customer Environment Strategy Realization Design Implemen- tation Contract Management Planning and Control Quality Management Financial Management Supplier Management Application SupportApplication Maintenance and Renewal Connecting Processes - Operational Level Application StrategyApplication Management Organization Strategy Management Processes Impact Analysis Testing Capabilities Definition Technology Definition Supplier Definition Account and Market Definition Service Delivery Definition Customer Organizations Strategy Strategic Operational Managing ASL2 Framework

25. Organizations depend on applications Applications are getting more complex AM is also getting more complex AM is economically significant ASL offers guidance for AM organizations Operational, Management, Quality, Strategic Summary ASL 2014

26. This presentation is based on a White Paper jointly commissioned by the OGC and the ASL BiSL Foundation, and authored by: –Sharon Taylor (OGC), –Machteld Meijer, –Mark Smalley (ABF) The White Paper is available on: –www.aslbislfoundation.orgwww.aslbislfoundation.org –www.axelos.com Global Best Practice standards portal (AXELOS, APMG and TSO)www.axelos.com ASL & ITIL®V3 White Paper 2014 ITIL® is a registered trade mark of AXELOS Limited.

27. ITIL V3 Service Lifecycle Determines which IT services should be provided Creates or changes services and service management processes Validates services’ utility and warranty and transitions them into the live environment Ensures that the services keep addressing future needs Provides the services in an efficient and effective manner 2014

28. 2010 Service Strategy 2 Service management as a practice 3 Service strategy principles 3.1 Value creation 3.2 Service assets 3.3 Service provider types 3.4 Service structures 3.5 Service strategy fundamentals 4 Service strategy 4.1 Define the market 4.2 Develop the offerings 4.3 Develop strategic assets 4.4 Prepare for execution 5 Service economics 5.1 Financial Management 5.2 Return on Investment 5.3 Service Portfolio Management 5.4 Service Portfolio Management methods 5.5 Demand Management 6 Strategy and organization 6.1 Organizational development 6.2 Organizational departmentalization 6.3 Organizational design 6.4 Organizational culture 6.5 Sourcing strategy 7 Strategy, tactics and operations 7.1 Implementation through the lifecycle 7.2 Strategy and design 7.3 Strategy and transition 7.4 Strategy and operation 7.5 Strategy and improvement 8 Technology and strategy 8.1 Service automation 8.2 Service interfaces 8.3 Tools for service strategy 9 Challenges, critical success factors and risks Service Design 2 Service Management as a practice 3 Service Design principles 3.1 Goals 3.2 Balanced design 3.3 Identifying service requirements 3.4 Identifying and documenting business requirements and drivers 3.5 Design activities 3.6 Design aspects 3.7 The subsequent design activities 3.8 Design constraints 3.9 Service Oriented Architecture 3.10 Business Service Management 3.11 Service Design models 4 Service Design processes 4.1 Service Catalogue Management 4.2 Service Level Management 4.3 Capacity Management 4.4 Availability Management 4.5 IT Service Continuity Management 4.6 Information Security Management 4.7 Supplier Management 5 Service Design technology-related activities 5.1 Requirements engineering 5.2 Data and Information Management 5.3 Application Management 6 Organizing for Service Design 6.1 Functional roles analysis 6.2 Activity analysis 6.3 Skills and attributes 6.4 Roles and responsibilities 7 Technology considerations 7.1 Service Design tools 7.2 Service Management tools 8 Implementing Service Design 8.1 Business Impact Analysis 8.2 Service Level Requirements 8.3 Risks to the services and processes 8.4 Implementing Service Design 8.5 Measurement of Service Design 9 Challenges, Critical Success Factors and risks Service Transition 2 Service Management as a practice 3 Service Transition principles 3.1 Principles supporting Service Transition 3.2 Policies for Service Transition 4 Service Transition processes 4.1 Transition Planning and Support 4.2 Change Management 4.3 Service Asset and Configuration Management 4.4 Release and Deployment Management 4.5 Service Validation and Testing 4.6 Evaluation 4.7 Knowledge Management 5 Service Transition common operation activities 5.1 Managing communications and commitment 5.2 Managing organization and stakeholder change 5.3 Stakeholder management 6 Organizing for Service Transition 6.1 Generic roles 6.2 Organizational context for transitioning a service 6.3 Organization models to support Service Transition 6.4 Service Transition relationship with other lifecycle stages 7 Technology considerations 7.1 Knowledge Management tools 7.2 Collaboration 7.3 Configuration Management System 8 Implementing Service Transition 8.1 Stages of introducing Service Transition 9 Challenges, critical success factors and risks Service Operation 2 Service Management as a practice 3 Service Operation principles 3.1 Functions, groups, teams, departments and divisions 3.2 Achieving balance in SO 3.3 Providing service 3.4 Operation staff involvement in Service Design and Service Transition 3.5 Operational Health 3.6 Communication 3.7 Documentation 4 Service Operation processes 4.1 Event Management 4.2 Incident Management 4.3 Request Fulfilment 4.4 Problem Management 4.5 Access Management 4.6 Operational activities of processes in other lifecycle phases 5 Common SO activities 5.1 Monitoring and control 5.2 IT Operations 5.3 Mainframe Management 5.4 Server Management and Support 5.5 Network Management 5.6 Storage and Archive 5.7 Database Administration 5.8 Directory Services Management 5.9 Desktop Support 5.10 Middleware Management 5.11 Internet/Web Management 5.12 Facilities and Data Centre Management 5.13 Information Security Management and Service Operation 5.14 Improvement of operational activities 6 Organizing for Service Operation 6.1 Functions 6.2 Service Desk 6.3 Technical Management 6.4 IT Operations Management 6.5 Application Management 6.6 SO roles and responsibilities 6.7 SO Organization Structures 7 Technology considerations 7.1 Generic requirements 7.2 Event Management 7.3 Incident Management 7.4 Request fulfilment 7.5 Problem Management 7.6 Access Management 7.7 Service Desk 8 Implementation considerations 8.1 Managing change in SO 8.2 SO and Project Management 8.3 Assessing/managing risk in SO 8.4 Operational staff in Service Design and Transition 8.5 Planning and Implementing Service Management technologies 9 Challenges, Critical Success Factors and risks Continual Service Improvement 2 Service management as a practice 3 Continual Service Improvement principles 3.1 CSI and organizational change 3.2 Ownership 3.3 Role definitions 3.4 External and internal drivers 3.5 Service Level Management 3.6 The Deming Cycle 3.7 Service measurement 3.8 Knowledge Management 3.9 Benchmarks 3.10 Governance 3.11 Frameworks, models, standards and quality systems 4 Continual Service Improvement processes 4.1 The 7-Step Improvement Process 4.2 Service reporting 4.3 Service measurement 4.4 Return on Investment for CSI 4.5 Business questions for CSI 4.6 Service Level Management 5 Continual Service Improvement methods and techniques 5.1 Methods and techniques 5.2 Assessments 5.3 Benchmarking 5.4 Measuring and reporting frameworks 5.5 The Deming Cycle 5.6 CSI and other service management processes 5.7 Summary 6 Organizing for Continual Service Improvement 6.1 Roles and responsibilities that support CSI 6.2 The authority matrix 6.3 Summary 7 Technology considerations 7.1 Tools to support CSI activities 7.2 Summary 8 Implementing Continual Service Improvement 8.1 Critical considerations for implementing CSI 8.2 Where do I start? 8.3 Governance 8.4 CSI and organizational change 8.5 Communication strategy and plan 8.6 Summary 9 Challenges, critical success factors and risks Source: OGC, Contents of the Core Publications (1405p) Application Development (Maintenance) Application Development (Maintenance) Operational Application Management Operational Application Management

29. Service and Service Lifecycle are dominant generic notions in ITIL V3 Applications are part of the service There are packaged and customized applications Development & maintenance of customized applications are part of IT Service Management ITIL defines an Application Management Lifecycle 2014 ITIL V3 & Applications

30. ASL ITIL V3 Terminology: Application Development & Management 2014 Operational management of applications Maintaining existing applications Developing new applications Application Development Application Development Application Management Application Development Application Management Application Management

31. Application Management Lifecycle 2014 Source: OGC

32. Application Management Lifecycle & Relevant ITIL V3 Processes 2014 Service Strategy Service Design Service Transition Service Operation Continual Service Improvement Optimize Operate Deploy Build Design Requirements ServPortMgtReqEng Data&InfoMgt ServVal&Test ChM Rel&DepM TransPlan&Sup SV&T SA&CM IncidM ReqF AccessM ProbM ServAsset& ConfigMgt CapM AvM ITSContM ISecM 7StepImprPlan ServCatMgt ServLevMgt

33. Relative strengths of ITIL & ASL in the AM Lifecycle 2014 ITILASL Source: OGC

34. IT Service Provider Internal IT Dept / external provider IT Service Consumer Business dept IT Component Suppliers Mostly external, possibly internal IT & Business Management Infrastructure Suppliers Business Information Management Users Application Management Infrastructure Management Application Suppliers Theoretical scope of ASL, BiSL ® & ITIL ASL BiSL ITIL BiSL® is a registered trademark of the ASL BiSL Foundation 2014 Supply Demand

35. IT Service Consumer Business dept IT Service Provider Internal IT Dept / external provider IT Component Suppliers Mostly external, possibly internal Common usage of ASL, BiSL & ITIL 2014 IT & Business Management Infrastructure Suppliers Business Information Management Users Application Management Infrastructure Management Application Suppliers ASL BiSL Supply Demand

36. ASL and ITIL V3 Similar domains, differing definitions ITIL concentrates on IT services, ASL on application products and services ASL gives more detailed guidance on –realization and testing of bespoke (additions to) applications –application strategy –planning & control and tactical level process quality (although less than CMMI) ASL is dedicated to AM, more compact ASL is written in AM language 2014 Summary comparison ASL, BiSL & ITIL (1/2)

37. ITIL V3 and V2 More coverage of AM in ITIL V3 than V2 Generic guidance that is also useful for AM ITIL helps to improve ‘service manageability’ BiSL and ITIL V3 BiSL provides guidance for demand not supply ITIL also addresses demand, but from a supply perspective 2014 Summary comparison ASL, BiSL & ITIL (2/2)

38. 2014 Common framework for application management processes with well- defined terminology for software industry Applies to the supply, maintenance, and renewal of applications, whether performed internally or externally Competitive advantage for external AM service providers ASL® 2 helps organizations comply with ISO/IEC 16350:2015 Standard and free preview at www.iso.org www.iso.org ISO/IEC 16350:2015 for application management

39. 2014 ASL2 official publications

40. 2014 Print-ready ASL2 A3 poster

41. http://www.mindmeister.com/356768604 2014 Interactive ASL2 mind map

42. News: www.aslbislfoundation.orgwww.aslbislfoundation.org Twitter: @aslbislTwitter LinkedIn: ASL BiSL Foundation (EN & NL)LinkedIn Facebook: ASL-BiSL-FoundationFacebook marksmalley@aslbislfoundation.org Twitter: @marksmalley 2014 Stay connected!