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Application Management: Provide Service Quality from a Business Perspective
Abstract
Quality is about meeting the stakeholder’s expectations: the subjective perception is often more important than hard facts. Therefore, a common understanding between all involved parties – especially business owners as well as service providers – concerning the quality of a service is mandatory. Application Management is defined as the concept and all required techniques to monitor, measure and record data for operating services. It has a significant impact on the quality of an IT service. Based on the so-called value chain – a phased approach starting with a business point of view followed by IT development and operation – necessary activities as well as quality indicators are identified and described for each step in the software development livecycle. The aspects of Application Management are illustrated by using a real world example of implementing an output management system within a bank.
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