Application Management (eBook)

Prof. Frank Keuper holds the chair in business administration, especially convergence management and strategic management at Steinbeis University, Berlin. He is also academic head and director of the Sales & Service Research Center (partner of Telekom Shop Vertriebsgesellschaft mbH) and the T-Vertrieb Business School (partner of Telekom Deutschland GmbH). Christian Oecking is Chairman of the Management Board at Siemens IT Solutions and Services GmbH. Andreas Degenhardt is Head of Global Application Management at Siemens IT Solutions and Services GmbH.

Foreword 5
Introduction 7
Call for Papers 9
Table of Contents 10
Part 1: Application Management – Challenges and Chances 13
Application Management 2.0 14
1 Introduction 15
2 Application Management in the Light of the IT Industrialization Megatrend 17
2.1 Application Management 17
2.1.1 Definition 17
2.1.2 Forms of Application Management 19
2.1.3 Advantages of Application Management Outsourcing from the Company’s Perspective 19
2.2 IT Industrialization and Application Management 20
2.3 Drivers of the Industrialization of Application Management 21
2.4 Effectiveness and Efficiency Potential of Industrialized Application Management 23
3 Reference Models for the Industrialization of Application Management 25
3.1 IT Infrastructure Library (ITIL) 27
3.2 Application Services Library (ASL) 29
4 Application Management Service Roadmap – Shifting from Application Management 1.0 to Application Management 2.0 31
5 Success factors for the Transition to Application Management 2.0 33
6 Summary 36
References 37
Cloud Computing - Outsourcing 2.0 or a new Business Model for IT Provisioning? 40
1 Introduction 41
2 The Cloud Computing Concept: Definition of a new Phenomenon 42
2.1 State of the Art 42
2.2 A Definition of Cloud Computing 45
2.3 The Layers of Cloud Computing 45
2.3.1 Cloud Application Layer 46
2.3.2 Cloud Software Environment Layer 46
2.3.3 Cloud Software Infrastructure Layer 47
2.3.4 Software Kernel Layer 48
2.3.5 Hardware / Firmware Layer 48
3 Differences between Cloud Computing and the Traditional Provision of IT 49
3.1 The Evolution from Outsourcing to Cloud Computing 49
3.2 A Comparison of Outsourcing and Cloud Computing Value Chains 51
3.2.1 Traditional IT Service Outsourcing Value Chain 51
3.2.2 Cloud Computing Value Chain 52
3.2.3 Comparison 53
4 Cloud Computing Business Models 54
4.1 Actors and Roles in Cloud Computing 54
4.2 The Platform Business Model 55
4.3 The Aggregator Business Model 57
5 Conclusion and Perspectives 58
5.1 Contribution to Research 58
5.2 Contribution to Practice 59
5.2.1 Perspectives for Customers 59
5.2.2 Perspectives for Service Providers 59
5.3 Outlook and Further Research 60
References 61
Part 2: Application Management– Service Creation and Quality Management 65
Essential Bits of Quality Managementfor Application Management 66
1 Introduction 67
2 Quality Planning 68
2.1 Understanding the Customers’ Quality Requirements 68
2.2 Considering the Organizational or Corporate Quality Standards 69
2.3 Considering the Organizational Business Goals and Objectives 69
2.4 Determine Methods, Tools, Metrics, Reports and Review Mechanisms to achieve the Quality Objectives 70
2.5 Create Quality Control, Quality Assurance and Continuous Improvement plans 71
3 Quality Control 72
3.1 Creation of the Quality Control Plan based on the Input, Process and Output Requirements 72
3.2 Implementation of the Quality Control plan 74
3.3 Validation of the Quality Control Plan against the desired Objectives 74
3.4 Review and Update of the Quality Control Plans 74
4 Quality Assurance 75
4.1 Preparation of the Quality Audit plans 76
4.1.1 Quality Audits for ensuring Application of Quality Standards 76
4.1.2 Quality audits to check Application of process Steps at Transaction Level 76
4.2 Implementation, validation, review and updating of Quality Plans 77
5 Quality Improvement 77
5.1 Determination of the Opportunities for Quality Improvement 78
5.2 Prioritization of Opportunities 79
5.3 Analysis for Root Cause Identification and Determination of the Solutions 80
5.4 Implementation of the Solution 80
5.5 Monitoring and Controlling the Gains Achieved 81
6 Conclusion 81
References 82
Resource and Competency Management - Know and manage your People 83
1 The Market defines the Demand for Resource and Competency Management 84
2 Resource and Competence Management as a Critical Factor of Success 85
2.1 Defining the Appropriate Business Strategy supported by the VRIO Model 85
2.2 Economic Impact of People 87
2.3 Leverage of the company’s value system and business relationship 89
3 Competency Management at Global Application Management of Siemens 91
3.1 Overview of Resource Management 92
3.2 Introduction to Competency Management – a Part of Resource Management 93
3.3 Development of a Competency Structure 95
3.3.1 Hierarchical Model 95
3.3.2 Level Model 97
3.4 Concept of Competency Management 99
3.4.1 The Operative Competency Management Cycle 100
3.4.2 Integration into Strategic Planning Cycle 102
3.5 Surrounding Conditions 103
4 Conclusion 104
References 105
Part 3: Application Management – Strategies and Instruments 107
Knowledge Management Strategies and Instruments as a Basis for Transition to Application Management 108
1 Introduction 109
2 Knowledge Management 109
2.1 Basics and Definitions 109
2.2 Concept of Knowledge Management according to NONAKA and TAKEUCHI 110
2.3 Concept of Knowledge Management according to PROBST, RAUB and ROMHARDI 112
2.4 Concept of Process-oriented Knowledge Management 114
2.5 Structured Framework for Knowledge Management 116
3 Knowledge Transfer 118
3.1 Organizational Aspects of Knowledge Transfer 120
3.2 Technical Aspects of Knowledge Transfer 122
3.2.1 Service Knowledge Management Base 122
3.2.2 Reverse Business Engineering 124
3.2.3 Live Tools 125
3.2.4 Knowledge Maps 126
3.2.5 Support Matrix 126
3.2.6 Knowledge Modeling and Description Language 127
3.3 Significance of Communication 130
3.4 Governance 131
3.4.1 Key Indicators to Measure a Transition 132
3.4.2 Risks and Critical Success Factors 133
4 Summary 134
References 135
Towards a Reference Model for Risk and Compliance Management of IT Services in a Cloud Computing Environment 137
1 Introduction and Motivation 138
2 IT Outsourcing – From the Roots to the Clouds 138
3 Related Work 140
3.1 Framework of Analysis 140
3.2 Cloud Computing 142
3.3 Risk and Compliance Management in IT Outsourcing 144
3.4 Problems and Open Issues in Cloud Computing 145
4 Reference Model 147
4.1 Meta Reference Model and Sources for Construction 148
4.2 IT Service Model 149
4.3 Risk Model 151
4.4 Compliance Model 154
4.5 Key Performance Indicator Model 155
5 Implementation of the Reference Model using ADOit 157
6 Conclusions and Future Work 158
References 160
Learning over the IT Life Cycle – Advantages of Integrated Service Creation and Service Management 165
1 Introduction 166
2 Theoretical Background 168
2.1 Project Business and Organizational Learning 168
2.2 International Management 170
2.3 Economic Geography 172
2.4 Enforced Geographical Dispersion and the role of technology 173
3 Empirical evidence 174
3.1 Methods and Data 175
3.2 Results 175
4 Discussion and Conclusion 175
4.1 Implications for software development and management 175
4.2 Contribution and Limitations 176
References 177
Competitive Intelligence 181
1 Introduction 182
2 Competitive Intelligence 183
2.1 Purpose and Benefits of Intelligence in Business 186
2.2 Competitive Technology Intelligence 188
3 Competitor Analysis System 188
3.1 The Components of a Competitor Analysis 189
3.2 Planning and Direction 191
3.3 Developing a Competitor Analysis System 192
3.3.1 Data Collection and Evaluation 194
3.3.2 Analysis 199
3.3.3 Dissemination 203
4 Summary and Perspectives 208
References 210
Morphological Psychology and its Potential for Derivation of Requirements from Web Applications using Examples of Customer Self Care Instruments 213
1 Psychological Dimensions of Web Applications and Customer Self Service Applications 214
2 Analysis of User Barriers of Customer Self Service Applications 214
2.1 User Barriers in Self Service 215
2.2 User Barriers of IuK based (Self) Service 217
2.3 Consequences for Customer Satisfaction and Customer Retention 219
2.4 Interim Conclusions 221
3 Relaxation Approaches for Overcoming User Barriers 223
3.1 Approaches of Human-Computer Interaction 224
3.2 Approaches of Media Psychology 226
3.2.1 Analysis of the quantitative Use of the Internet 226
3.2.2 Analysis of User Typology Analysis 227
3.2.3 Analysis of the Stable Variables of the Individual 229
3.2.4 Analysis on Cognitive-Psychological Basis 230
3.2.5 Analysis of Subjective Components of the Usage Situation 231
3.2.6 Interim Conclusions for the Analysis of the Usage Situation 237
4 Analysis of Usage Constitution for Overcoming User Barriers 239
5 Usage Constitutions in the Morphological Market Psychology 248
6 Criticism of Morphological Psychology 250
7 Interim Conclusions 251
8 Transition of the Concept of Usage Constitution in the After Sales Phase 252
9 Protohypothesis with Regard to the Relevance of User Barriers and Constitution while Designing Self Service Applications 253
References 254
Part 4: Application Management – Case Studies 260
Case Study – Successful Outsourcing Partnership 261
1 Introduction 262
2 Scenario 262
3 Transition 263
3.1 Major Contributors 264
3.2 Transition Team 265
3.3 Project Governance and Quality Management 267
4 Steady State Operations 268
4.1 Governance 269
4.2 Incident and Problem Management 270
4.3 Change Control 271
4.4 Escalation Management 272
4.5 Service Level Agreement 273
4.6 Contract Management/Service Request Management 274
4.7 Risk Management 275
4.8 Ressource Management 276
4.9 Knowledge Management 277
4.10 Financial Management 279
4.11 Quality Management and continues improvement 279
5 Summary – The partnership 281
5.1 Highlights and Lessons-learned 282
Successful Choreography for a Software Product Release – Dancing to deliver a final Product 283
1 Introduction 284
1.1 The Impact of an Efficient Release Path 284
1.2 A Set of Software Methodologies 284
1.3 To make a successful Graft 285
2 A Basic Set of Interaction Rules 286
2.1 Imply the whole Company 286
2.2 The Teams in Presence 287
2.3 Commitment Seeking – Reviews 288
2.4 The Art of Polyrhythm 289
2.5 When the Music is over 289
3 Companion Tools 290
3.1 Internal Distribution Process 290
3.2 Automatic Software Build Environment 290
3.3 Versioning 292
3.4 Starting from the Source – Control Management System 293
3.5 Packaging and the Distribution Process 295
3.6 Be ready for Feedback (and issues!) 296
3.7 Additional Notifications 298
4 Develop the Developers 298
4.1 The Meanings of “Growth” 299
4.2 Engineering Steps 299
5 Conclusion 300
References 301
Global Production Center in Latin America for Application Management Services 302
1 Latin America – Emerging Region 303
2 Focus on Application Management 304
3 Global Production Center in Latin America – (GPC) 306
3.1 Laborforce Availability in Latin America 309
3.2 Brazil, Growth and largest Economy in Latin America 309
3.3 Argentina, Substantial Potential for Offshoring 311
4 GPC Mercosur, a Key Location in the Global Production Center network 312
4.1 Incident Management 313
4.2 Common Ticketing Tool across all Global Production Centers 313
4.3 Common Delivery Pool (CPD) Concept 314
4.4 Service Level Agreements (SLA) Management 315
4.5 Description of “follow the sun” Concept 316
5 Customer Service Organization, Customer intimacy 316
6 Key Findings – Why a GPC in Mercosur? 317
7 Key Findings – General Conclusions about Latin America? 318
References 319
List of Authors 320
Index 325