Application Development and Customization
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Overview
Objective: ITIL Application Development aims to make available applications and systems which provide the required functionality for IT services. ITIL Application Development 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
Process Description
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. The process overview of ITIL Application Development (.JPG) is showing the most important interfaces (see Figure 1).
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.
Sub-Processes
No sub-processes are specified for ITIL Application Development.
Definitions
The following ITIL terms and acronyms (information objects) are used in the ITIL Application Development process to represent process outputs and inputs:
- User Manual
- A document for end-users, describing how to use an application or system.
- Technical/ Administration Manual
- A document describing the procedures required to run and maintain an application or infrastructure component.
Roles | Responsibilities
- Application Developer - Process Owner
- The Application Developer is responsible for making available applications and systems which provide the required functionality for IT services.
- This includes the development and maintenance of custom applications as well as the customization of products from software vendors.
| Responsibility Matrix: ITIL Application Development | ||
| ITIL Role / Sub-Process | Application Developer | |
|---|---|---|
| Application Development (no sub-processes specified) |
A[1]R[2] | |
Remarks
[1] A: Accountable according to the RACI Model: Those who are ultimately accountable for the correct and thorough completion of the Application Development process.
[2] R: Responsible according to the RACI Model: Those who do the work to achieve a task within ITIL Application Management.
