Application Development and Customization
ITIL Application Development and Customization: Overview
Process Objective: To make available applications and systems which provide the required functionality for IT services. This process includes the development and maintenance of custom applications as well as the customization of products from software vendors.
Part of: Service Transition
Process Owner: Application Developer
ITIL Application Development and Customization: Process Definition
Application Development is barely mentioned in the ITIL V3 books, as ITIL V3 focuses on different topics like service design and rollout. At IT Process Maps we decided to eliminate that gap by introducing an Application Management process which takes care of the actual application coding and the customization of standard software packages
Even if ITIL Application Management is generally regarded a field of its own, we think an Application Management process must be included in any ITIL V3 process structure to make sure that there are clearly defined interfaces between the design, development and rollout stages of a service.
- Note: ITIL does not provide a detailed explanation of all aspects of Application Development. Rather, it highlights the most important activities and assists in identifying interfaces with other Service Management processes.
No sub-processes are specified for Application Development and Customization in compliance with ITIL V3.
ITIL Terms: Application Development and Customization
- End-User Documentation
- A document for end-users, describing how to use an application or system.
- Operational Documentation
- A document describing the procedures required to run and maintain an application or infrastructure component.
Additional Information on Application Development and Customization
ITIL Roles
- Application Developer - Process Owner
- A role responsible for ensuring that a process is fit for purpose. The Process Owner’s responsibilities include sponsorship, design, and continual improvement of the process and its metrics.
- This role is often assigned to staff holding one of the major Service Management roles (e.g. the Incident Manager is the Process Owner of the Incident Management process).
