Application Management: Challenges – Service Creation – Strategies

Cover......Page 1
Application Management: Challenges – Service Creation –
Strategies......Page 3
ISBN 9783834916679
......Page 4
Foreword......Page 6
Introduction......Page 8
Call for Papers......Page 10
Table of Contents......Page 12
Part 1: Application Management – Challenges and Chances......Page 15
Application Management 2.0......Page 17
1 Introduction......Page 19
2.1.1 Definition......Page 21
2.1.3 Advantages of Application Management Outsourcing from the Company’s Perspective......Page 23
2.2 IT Industrialization and Application Management......Page 24
2.3 Drivers of the Industrialization of Application Management......Page 25
2.4 Effectiveness and Efficiency Potential of Industrialized Application Management......Page 27
3 Reference Models for the Industrialization of Application Management......Page 29
3.1 IT Infrastructure Library (ITIL)......Page 31
3.2 Application Services Library (ASL)......Page 33
4 Application Management Service Roadmap – Shifting from Application Management 1.0 to Application Management 2.0......Page 35
5 Success factors for the Transition to Application Management 2.0......Page 37
6 Summary......Page 40
References......Page 41
Cloud Computing - Outsourcing 2.0 or a new Business Model for IT Provisioning?......Page 45
1 Introduction......Page 47
2.1 State of the Art......Page 48
2.3 The Layers of Cloud Computing......Page 51
2.3.2 Cloud Software Environment Layer......Page 52
2.3.3 Cloud Software Infrastructure Layer......Page 53
2.3.5 Hardware / Firmware Layer......Page 54
3.1 The Evolution from Outsourcing to Cloud Computing......Page 55
3.2.1 Traditional IT Service Outsourcing Value Chain......Page 57
3.2.2 Cloud Computing Value Chain......Page 58
3.2.3 Comparison......Page 59
4.1 Actors and Roles in Cloud Computing......Page 60
4.2 The Platform Business Model......Page 61
4.3 The Aggregator Business Model......Page 63
5.1 Contribution to Research......Page 64
5.2.2 Perspectives for Service Providers......Page 65
5.3 Outlook and Further Research......Page 66
References......Page 67
Part 2: Application Management– Service Creation and Quality Management......Page 71
Essential Bits of Quality Managementfor Application Management......Page 73
1 Introduction......Page 75
2.1 Understanding the Customers’ Quality Requirements......Page 76
2.3 Considering the Organizational Business Goals and Objectives......Page 77
2.4 Determine Methods, Tools, Metrics, Reports and Review Mechanisms to achieve the Quality Objectives......Page 78
2.5 Create Quality Control, Quality Assurance and Continuous Improvement plans......Page 79
3.1 Creation of the Quality Control Plan based on the Input, Process and Output Requirements......Page 80
3.4 Review and Update of the Quality Control Plans......Page 82
4 Quality Assurance......Page 83
4.1.2 Quality audits to check Application of process Steps at Transaction Level......Page 84
5 Quality Improvement......Page 85
5.1 Determination of the Opportunities for Quality Improvement......Page 86
5.2 Prioritization of Opportunities......Page 87
5.4 Implementation of the Solution......Page 88
6 Conclusion......Page 89
References......Page 90
Resource and Competency Management - Know and manage your People......Page 91
1 The Market defines the Demand for Resource and Competency Management......Page 93
2.1 Defining the Appropriate Business Strategy supported by the VRIO Model......Page 94
2.2 Economic Impact of People......Page 96
2.3 Leverage of the company’s value system and business relationship......Page 98
3 Competency Management at Global Application Management of Siemens......Page 100
3.1 Overview of Resource Management......Page 101
3.2 Introduction to Competency Management – a Part of Resource Management......Page 102
3.3.1 Hierarchical Model......Page 104
3.3.2 Level Model......Page 106
3.4 Concept of Competency Management......Page 108
3.4.1 The Operative Competency Management Cycle......Page 109
3.4.2 Integration into Strategic Planning Cycle......Page 111
3.5 Surrounding Conditions......Page 112
4 Conclusion......Page 113
References......Page 114
Part 3: Application Management – Strategies and Instruments......Page 117
Knowledge Management Strategies and Instruments as a Basis for Transition to Application Management......Page 119
2.1 Basics and Definitions......Page 121
2.2 Concept of Knowledge Management according to NONAKA and TAKEUCHI......Page 122
2.3 Concept of Knowledge Management according to PROBST, RAUB and ROMHARDI......Page 124
2.4 Concept of Process-oriented Knowledge Management......Page 126
2.5 Structured Framework for Knowledge Management......Page 128
3 Knowledge Transfer......Page 130
3.1 Organizational Aspects of Knowledge Transfer......Page 132
3.2.1 Service Knowledge Management Base......Page 134
3.2.2 Reverse Business Engineering......Page 136
3.2.3 Live Tools......Page 137
3.2.5 Support Matrix......Page 138
3.2.6 Knowledge Modeling and Description Language......Page 139
3.3 Significance of Communication......Page 142
3.4 Governance......Page 143
3.4.1 Key Indicators to Measure a Transition......Page 144
3.4.2 Risks and Critical Success Factors......Page 145
4 Summary......Page 146
References......Page 147
Towards a Reference Model for Risk and Compliance Management of IT Services in a Cloud Computing Environment......Page 149
2 IT Outsourcing – From the Roots to the Clouds......Page 151
3.1 Framework of Analysis......Page 153
3.2 Cloud Computing......Page 155
3.3 Risk and Compliance Management in IT Outsourcing......Page 157
3.4 Problems and Open Issues in Cloud Computing......Page 158
4 Reference Model......Page 160
4.1 Meta Reference Model and Sources for Construction......Page 161
4.2 IT Service Model......Page 162
4.3 Risk Model......Page 164
4.4 Compliance Model......Page 167
4.5 Key Performance Indicator Model......Page 168
5 Implementation of the Reference Model using ADOit......Page 170
6 Conclusions and Future Work......Page 171
References......Page 173
Learning over the IT Life Cycle – Advantages of Integrated Service Creation and Service Management......Page 179
1 Introduction......Page 181
2.1 Project Business and Organizational Learning......Page 183
2.2 International Management......Page 185
2.3 Economic Geography......Page 187
2.4 Enforced Geographical Dispersion and the role of technology......Page 188
3 Empirical evidence......Page 189
4.1 Implications for software development and management......Page 190
4.2 Contribution and Limitations......Page 191
References......Page 192
Competitive Intelligence......Page 197
1 Introduction......Page 199
2 Competitive Intelligence......Page 200
2.1 Purpose and Benefits of Intelligence in Business......Page 203
3 Competitor Analysis System......Page 205
3.1 The Components of a Competitor Analysis......Page 206
3.2 Planning and Direction......Page 208
3.3 Developing a Competitor Analysis System......Page 209
3.3.1 Data Collection and Evaluation......Page 211
3.3.2 Analysis......Page 216
3.3.3 Dissemination......Page 220
4 Summary and Perspectives......Page 225
References......Page 227
Morphological Psychology and its Potential for Derivation of Requirements from Web Applications using Examples of Customer Self Care Instruments......Page 231
2 Analysis of User Barriers of Customer Self Service Applications......Page 233
2.1 User Barriers in Self Service......Page 234
2.2 User Barriers of IuK based (Self) Service......Page 236
2.3 Consequences for Customer Satisfaction and Customer Retention......Page 238
2.4 Interim Conclusions......Page 240
3 Relaxation Approaches for Overcoming User Barriers......Page 242
3.1 Approaches of Human-Computer Interaction......Page 243
3.2.1 Analysis of the quantitative Use of the Internet......Page 245
3.2.2 Analysis of User Typology Analysis......Page 246
3.2.3 Analysis of the Stable Variables of the Individual......Page 248
3.2.4 Analysis on Cognitive-Psychological Basis......Page 249
3.2.5 Analysis of Subjective Components of the Usage Situation......Page 250
3.2.6 Interim Conclusions for the Analysis of the Usage Situation......Page 256
4 Analysis of Usage Constitution for Overcoming User Barriers......Page 258
5 Usage Constitutions in the Morphological Market Psychology......Page 267
6 Criticism of Morphological Psychology......Page 269
7 Interim Conclusions......Page 270
8 Transition of the Concept of Usage Constitution in the After Sales Phase......Page 271
9 Protohypothesis with Regard to the Relevance of User Barriers and Constitution while Designing Self Service Applications......Page 272
References......Page 273
Part 4: Application Management – Case Studies......Page 279
Case Study – Successful Outsourcing Partnership......Page 281
2 Scenario......Page 283
3 Transition......Page 284
3.1 Major Contributors......Page 285
3.2 Transition Team......Page 286
3.3 Project Governance and Quality Management......Page 288
4 Steady State Operations......Page 289
4.1 Governance......Page 290
4.2 Incident and Problem Management......Page 291
4.3 Change Control......Page 292
4.4 Escalation Management......Page 293
4.5 Service Level Agreement......Page 294
4.6 Contract Management/Service Request Management......Page 295
4.7 Risk Management......Page 296
4.8 Ressource Management......Page 297
4.9 Knowledge Management......Page 298
4.11 Quality Management and continues improvement......Page 300
5 Summary – The partnership......Page 302
5.1 Highlights and Lessons-learned......Page 303
Successful Choreography for a Software Product Release – Dancing to deliver a final Product......Page 305
1.2 A Set of Software Methodologies......Page 307
1.3 To make a successful Graft......Page 308
2.1 Imply the whole Company......Page 309
2.2 The Teams in Presence......Page 310
2.3 Commitment Seeking – Reviews......Page 311
2.5 When the Music is over......Page 312
3.2 Automatic Software Build Environment......Page 313
3.3 Versioning......Page 315
3.4 Starting from the Source – Control Management System......Page 316
3.5 Packaging and the Distribution Process......Page 318
3.6 Be ready for Feedback (and issues!)......Page 319
4 Develop the Developers......Page 321
4.2 Engineering Steps......Page 322
5 Conclusion......Page 323
References......Page 324
Global Production Center in Latin America for Application Management Services......Page 325
1 Latin America – Emerging Region......Page 327
2 Focus on Application Management......Page 328
3 Global Production Center in Latin America – (GPC)......Page 330
3.2 Brazil, Growth and largest Economy in Latin America......Page 333
3.3 Argentina, Substantial Potential for Offshoring......Page 335
4 GPC Mercosur, a Key Location in the Global Production Center network......Page 336
4.2 Common Ticketing Tool across all Global Production Centers......Page 337
4.3 Common Delivery Pool (CPD) Concept......Page 338
4.4 Service Level Agreements (SLA) Management......Page 339
5 Customer Service Organization, Customer intimacy......Page 340
6 Key Findings – Why a GPC in Mercosur?......Page 341
7 Key Findings – General Conclusions about Latin America?......Page 342
References......Page 343
List of Authors......Page 345
Index......Page 351