Application Management As Part of The Overall Service Management Lifecycle

Presented by

Cathy Kirch, itSMF USA, The priSM Institute and Allstate Insurance Company

About this talk

In this session, Cathy, one of North America’s most experienced ITSM practitioners, will review how her organization tackled Application Management under the ITIL framework while avoiding the creation of redundant support silos and new processes to what are already in place on the Infrastructure side. Her discussion includes: how her organization defined the concept of Application Management according to ITIL; how they avoided having redundant Infrastructure AND Application Management processes, policies and support; the approach used to avoid separate process improvement projects; and how they created holistic across-the enterprise strategies for all Application Teams.

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