Operation Management Essentials For Application Services

With the growing dependence of organisations on their IT applications for their critical businesses, Operations Management for Application Services is becoming increasingly important.

Such importance and impact is clearly demonstrated from high-profile software glitches in recent years (for e.g., the Obamacare website logon crash incident)

This 2-day course will provide the essentials of operations management to ensure the smooth running of applications in production so as to avoid or minimise impact of application incidents - big or small. The course will make use of the de-facto industry best practice for IT Operations Management – namely ITIL® – which now applies to both applications and infra services, and is used successfully by organisations such as Thomson-Reuters (a global company that provides critical investment trading apps and data terminals). [Nb.: ITIL® is a registered trade mark of AXELOS Limited]

The course will show managers of application services how to make use of the relevant ITIL best practices to make the operations management processes work optimally. It will start with best practices to manage incidents but more importantly, it will progress to, and spend most of the time in more proactive operations management processes that will help reduce the occurrence of incidents in the first place.

The course is targeted at the application services manager level to provide the essentials of best practices that can help them manage operations well. 

• understand aspects of ITIL essential to application services
• apply the understanding to evaluate and improve the operations management of application services

• Application service managers
• Application project managers

• App Development: Technical Operations Management
• Apps Management: Application Management

• Digital Services Manager
• Project Manager (Agile)

• Overview of ITIL lifecycle phases as applied to application services and the reactive/proactive management of such services
• The value of an IT service to the customer which ITIL aims to achieve
• Optimising Incident, Event and Problem Management to minimise incident impact and proactive avoidance of incidents in application services
• Optimising Change and Release/Deployment Management to minimise the risk and impact of changes (which are the primary causes of incidents/problems)
• Optimising Service Asset and Configuration Management to provide valuable information required to carry out operations management of applications
• Optimising Availability and Capacity Management to proactively reduce/avoid issues of system being down or system being slow (the two most dreaded operations issues)
• Optimising Service Level Management and Supplier management to proactively keep service levels up and customers/users satisfied