ITIL Implementation - Application Systems - Revision history

Andrea at 13:57, 5 April 2022

2022-04-05T13:57:35Z

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Andrea at 12:45, 9 November 2019

2019-11-09T12:45:10Z

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Andrea at 16:59, 29 March 2019

2019-03-29T16:59:05Z

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	<td>Author:</td>		<td>Author:</td>
	<td><span itemprop="author">Andrea Kempter</span>, <span itemprop="creator copyrightHolder publisher">IT Process Maps</span>    <a rel="author" href="https://~~plus~~.~~google~~.com/~~113316270668629760475~~"><img style="margin:0px 0px 0px 0px;" src="~~/skins/Vector~~/images~~/itpm~~/bookmarking/~~gplus~~.png" width="16" height="16" title="By: Andrea Kempter \| Profile on ~~Google+~~" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a></td>		<td><span itemprop="author">Andrea Kempter</span>, <span itemprop="creator copyrightHolder publisher">IT Process Maps</span>    <a rel="author" href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Andrea Kempter \| Profile on LinkedIn" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a></td>
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Andrea at 08:40, 28 April 2017

2017-04-28T08:40:28Z

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Andrea at 17:31, 4 February 2016

2016-02-04T17:31:20Z

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	On the whole the following structure results for the '''system requirements document''' ''(see Fig. 1: [[Media:Itsm-system-requirements.jpg\|ITSM System Requirements]])'':		On the whole the following structure results for the '''system requirements document''' ''(see Fig. 1: [[Media:Itsm-system-requirements.jpg\|ITSM System Requirements]])'':

	[[image:Itsm-system-requirements.jpg\|~~frame~~\|right\|alt=ITSM System requirements\|Fig. 1: [[Media:Itsm-system-requirements.jpg\|IT Service Management (ITSM) System Requirements]]]]		[[image:Itsm-system-requirements.jpg\|thumb\|250px\|right\|alt=ITSM System requirements\|link=https://wiki.en.it-processmaps.com/index.php/File:Itsm-system-requirements.jpg\|Fig. 1: [[Media:Itsm-system-requirements.jpg\|IT Service Management (ITSM) System Requirements]]]]

	*Functional requirements		*Functional requirements

Andrea at 11:50, 17 September 2014

2014-09-17T11:50:52Z

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Andrea: /* Resources */

2013-06-30T09:20:42Z

Resources

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Andrea: Created page with "
2012-01-24T11:56:27Z

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{|
|-
| style="border-bottom:1px solid grey;" |<big> Step 9: Selection and Implementation of Application Systems </big>
|}

 

If new or changed application systems are needed in order to support the processes, these must first be procured or developed and implemented.

 

== Define the System Requirements ==

==== Objective of this Project Step ====

* Definition of the requirements for new or changed application systems

 

==== Description ====

The functional requirements of the application systems are mainly derived from the detailed process descriptions – these illustrate which activities the application system is to support.

Further requirements may be added (example: „The creation of a new Incident must be possible from within the Outlook address book“).

The definitions of the process outputs describe which data are processed within the system. The process "Register an Incident" for example, generates an "Incident Record" – the system must therefore be able to hold such a data structure and offer suitable user interfaces for viewing and editing.

Finally, all non-functional requirements are to be recorded, so that on the whole the following structure results for the requirements document:

* Functional requirements
Reference to the detailed process models
Additional requirements related to functionality
Definitions of the process outputs (data-structures)
Reporting functionality

* Non-functional requirements
Requirements related to capacities and quantities
Performance and turnover
Scalability/ Expansion
Availability

* Requirements from the operational viewpoint

* Requirements from the viewpoint of IT Security

* Interfaces with other systems

* Annex
Process models
Data to be imported from previously existing systems

Once the requirements are complete, an itemized and prioritized list is extracted from the requirements document, which is used as a matrix for the evaluation of suppliers. The requirements should be categorized, like in the following example:

* Knock-out criteria (Prio 1)
* Important requirements (Prio 2)
* Desirable requirements (Prio 3)

 

==== Prerequisites ====

* [[ITIL Implementation - Process Design|Detailed process descriptions]] in the form ITIL process flows
* [[ITIL-Checklists|Guidelines/ checklists]]
* Definitions of the process outputs

 

==== Results/ Deliverables ====

* Requirements document for applications to be changed or procured
* Prioritized list of requirements

 

==== Success Factors ====

It is important not to limit oneself to functional aspects when pinning down the system requirements. Operational aspects are equally important, as are possibilities to expand the system – especially if the introduction of further ITIL processes is to follow.

 

==== Relevant Views of the ITIL Process Map====

The detailed process descriptions from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map] are an important part of the system requirements.

In addition to this, checklists/ document templates support the definition of the process outputs. The attributes usually assigned to an Incident Record, for example, can be found in the [[Checklist Incident Record|checklist "Incident Record"]].

 

== Select System(s) to Support the To-Be Processes ==

==== Objective of this Project Step ====

* Selection of suitable system(s) and supplier(s) for the application system due to be procured

 

==== Description ====

Suppliers of suitable systems are submitted to a systematic evaluation upon the basis of the list of requirements.

A three-stage approach has proved to be most efficient for this purpose:

* Firstly, a larger number of suppliers may be approached in writing; the aim here is to find suppliers which are able to fulfill the most important requirements

* This results in a short-list of suppliers, who are requested to submit a concrete offer that also contains information about license fees and implementation costs

* The final decision is made after a visit by reference clients and possibly a test-installation by the leading contender

 

==== Prerequisites ====

* Requirements document for applications to be changed or procured
* Prioritized list of requirements

 

==== Results/ Deliverables ====

* Evaluation of systems and suppliers

 

==== Success Factors ====

The number of vendors included in the selection process should not be too large – the product surveys published by the [http://www.gartner.com Gartner] or [http://www.forrester.com Forrester] Groups provide excellent assistance when compiling a first list of possible candidates.

 

== Implement the Systems ==

==== Objective of this Project Step ====

* Implementation of the new/ changed application system(s), so that they are ready to support the processes to be introduced

 

==== Description ====

Which individual steps must be taken for system implementation will depend in a great measure upon the type of application and its operational environment.

It is usually most efficient to make use of the system-suppliers' expertise when customizing and implementing the new application(s).

 

==== Prerequisites ====

* Selected system supplier(s)
* [[ITIL Implementation - Process Design|Detailed process descriptions]] in the form of ITIL process flows
* [[ITIL-Checklists|Guidelines/ checklists]]
* Definitions of the process outputs

 

==== Results/ Deliverables ====

* Fully implemented and operational application system(s)

 

==== Relevant Views of the ITIL Process Map====

The detailed process descriptions and definitions of guidelines and process outputs serve as blueprints for the configuration of the systems.

 

'''Following Project Activity''':

→ ITIL Implementation - Step 10: '''[[ITIL Implementation - Training|Process Implementation and Training]]'''

 


[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL implementation]]