scope:

The subject of this standard is application management. Within this specialist field a number of process clusters and processes are defined. These can be classified in two ways: - a division into processes aimed at the service provision of the application management organizations and processes aimed at maintenance, enhancement and renovation of applications; - a division into operational, management and strategic processes. The application management processes are divided into five process clusters. On an operational level 1) The day-to-day management processes: - incident management; - configuration management; - availability management; - capacity management; - continuity management. These processes mainly include operational and tactical activities that are aimed at the service provision of the application management organization. 2) The processes for maintenance, enhancement and renovation of applications: - change management; - impact analysis; - design; - realization; - testing; - prepare implementation; - software control and distribution. These processes include activities that relate to the adaptation of the applications. On a management level 3) The management processes: - planning and control; - cost management; - quality management; - service level management. On a strategic level 4) The processes relating to the strategy for the application portfolio of the user organizations: - IT developments strategy; - customer organization strategy; - customer environment strategy; - application life cycle management; - application portfolio management. 5) The processes relating to the strategy for the application management organization: - market definition; - account definition; - technology definition; - skills definition; - service delivery definition.