Application and System Management encompass the majority of the application life cycle. After being released to production, software products require constant supervision and support in order to resolve and prevent incidents. Thereby it is necessary to adapt to the changing business environment, influenced by the evolving wishes of end users.
Application management aims to sustain the applications functionality in order to enable users to make optimal use of it over time. By maintaining the application, its functionality is modified and enhanced.
System management refers to all the activities performed in order to ensure normal operation of the underlying software systems on top of which the applications are operating.
Levi9 provides the whole spectrum of services: Incident, Problem, Availability, Capacity and Release management, as well as Reactive/Preventive and Adaptive/Innovative Change management. These activities are managed through ITIL and ASL best practices and implemented through Agile, Lean and DevOps principles.
Thereby we identify seven success factors:
- Functionality = the maintenance operation should keep up, if not enhance, the functionality of the system
- Quality = the maintenance operation should preserve, if not increase, the quality of the system
- User satisfaction = the user satisfaction rate should remain at the same level, if not increase
- Costs = the relative costs per maintenance task should not increase, provided the tasks are of similar complexity and scope
- Complexity = the maintenance operation should not increase the complexity of the system relative to its size
- Volatility = the maintenance operation should not lead to an increase in the volatility of the system
- Release = the agreed release schedule should be kept and delays should not increase.