HYPERLINK \L “_TOC219708729” Hessian PAGEREF _TOC219708729 \H 93 HYPERLINK \L “_TOC219708730” HTTP PAGEREF _TOC219708730 \H 93 HYPERLINK \L “_TOC219708731” JSON-RPC PAGEREF _TOC219708731 \H 94 HYPERLINK \L “_TOC219708732” SOAP PAGEREF _TOC219708732 \H 94 HYPERLINK \L “_TOC219708733” UDDI PAGEREF _TOC219708733 \H 94 HYPERLINK \L “_TOC219708734” Conclusion to Web Services Protocols PAGEREF _TOC219708734 \H 95 HYPERLINK \L “_TOC219708735” Wrapping the Web Resources Survey PAGEREF _TOC219708735 \H 96 HYPERLINK \L “_TOC219708736” Applying Web Application Development to Business Practices PAGEREF _TOC219708736 \H 100 HYPERLINK \L “_TOC219708737” Developing Business Centric Web Applications PAGEREF _TOC219708737 \H 103 HYPERLINK \L “_TOC219708738” Applying Control to Web Application Offerings PAGEREF _TOC219708738 \H 107 HYPERLINK \L “_TOC219708739” Using ITIL In Web Applications PAGEREF _TOC219708739 \H 110 HYPERLINK \L “_TOC219708740” Adapting Service Strategy PAGEREF _TOC219708740 \H 112 HYPERLINK \L “_TOC219708741” Adapting Service Design PAGEREF _TOC219708741 \H 114 HYPERLINK \l “_Toc219708742” Capacity Management PAGEREF _Toc219708742 \h 116 HYPERLINK \l “_Toc219708743” Availability Management PAGEREF _Toc219708743 \h 116 HYPERLINK \l “_Toc219708744” Service Level Management PAGEREF _Toc219708744 \h 117 HYPERLINK \L “_TOC219708745” Adapting Service Transition PAGEREF _TOC219708745 \H 117 HYPERLINK \l “_Toc219708746” Release Management PAGEREF _Toc219708746 \h 119 HYPERLINK \l “_Toc219708747” Configuration Management PAGEREF _Toc219708747 \h 121 HYPERLINK \l “_Toc219708748” Change Management PAGEREF _Toc219708748 \h 122 HYPERLINK \L “_TOC219708749” Adapting Service Operation PAGEREF _TOC219708749 \H 122 HYPERLINK \l “_Toc219708750” Incident Management PAGEREF _Toc219708750 \h 123 HYPERLINK \l “_Toc219708751” Problem Management PAGEREF _Toc219708751 \h 124 HYPERLINK \L “_TOC219708752” Continual Service Improvement PAGEREF _TOC219708752 \H 126 HYPERLINK \L “_TOC219708753” Using the Web to Promote ITIL PAGEREF _TOC219708753 \H 127 HYPERLINK \L “_TOC219708754” Hosting Applications on the Web PAGEREF _TOC219708754 \H 134 — Within the subject of developing web applications, there are two directions that can be taken when approaching the topic ITIL.
The first approach is the ensuring that the infrastructure supporting the application is ITIL compliant.
The second is the creation of web applications that allow the management of the infrastructure using ITIL concepts and policies.
Almost immediately the lines seemed to blur between the approaches, but they are distinct.
The key to the distinction is the web application that needs to be supported.
If the application is based on supporting IT management, there is definitely a blur, but not all web applications support the management of IT.
Some support the financial aspect of the business, others the supply chain, others the customer relationship, human resources, or project management. Unfortunately in almost every example listed here and others that were possible, some form of IT can be found that manages these business functions or need to be managed itself.
So to make the distinction very clear, let’s use an application that has the least amount of IT management requirements attached to it at least from a business perspective, the online game.
A game is built on an infrastructure comprises of hardware, software, and network components.
To support the success of the game, the infrastructure needs to be managed.
This is the first approach.
In order to successfully manage the infrastructure used by the game a series of process and procedures are developed. To make the management of these processes and procedures more effective and efficient, a set of tools are created to support them.
To these tools automation is added, as well as reporting mechanisms for understanding the current condition of the infrastructure.
This set of tools eventually become a suite of applications sued to manage the infrastructure used to support the game.
This is the second approach and does not take into much account the reason for the infrastructure, the game, but rather the processes and procedures for the infrastructure. Where the distinctions tend to complicate themselves is when the game is actually an application for a specific IT solution, like incident management.
Now you have the incident management application, the infrastructure supporting incident management, and the process and procedures supporting the infrastructure which will include incident management and may in fact be using the same application it’s supporting. Using ITIL In Web Applications As mentioned, ITIL is a series of books covering every major topic of IT management.
Since its inception, the library grew to over 30 volumes.
The release of ITIL version 3 consolidated the volumes into five core titles: Service Strategy pertain to the processes used to identify market opportunities where services can be developed to meet a requirement.
The key areas of this title are Service Portfolio Management and Financial Management. Service Design pertain to all the activities required to develop the strategy in a design document covering every aspect of the propose service.
The key areas of this tile contain Availability Management, Capacity Management, Continuity Management, and Security Management. Service Transition pertains to the implementation of the service design and implementation of a production service or modification to an existing service.
The key areas found under this tile are Change Management, Release Management, Configuration Management, and Service Knowledge Management. Service Transition pertains to the activities necessary to operate the service and maintain functionality.
Key areas in this title are Incident Management, Problem Management, Request Fulfilment, and Event Management. Continual Service Improvement pertains to creating the ability to deliver improvements to the existing services.
This title covers the key areas of Service Reporting, Service Measurement, and Service Level Management. ITIL is a management protocol that change IT management from being IT bound to being business bound and is one of the most used Business Driven IT Management (BDIM) tools.
As mentioned, Web services have become another major driver for how business is done.
Cloud computing services for platforms, applications, even storage, have become available to provide a low cost, low maintenance solution to traditional in-house solutions that consume much of a company’s IT budget as well as their overall business finances.
These services are marketed as pay-as-you-use solutions that have the possibility to fit nicely into a company’s IT strategy either to replace or extend the current infrastructure. Whether a company is looking to utilize one of these services or are providing these services themselves, the opportunity of ITIL is equally important for their focus on effective delivery of IT services.
The problem with applying ITIL principles to the support of web applications is the nature of web application being an interwoven set of resources, web pages, and services.
The problem escalates the more systems that are tied into the web application.
The underlining problem is based on the concern of who to call when a failure occurs.
With traditional network problems, the application administrator was usually the last person to call, having most incidents being routed to network or server administrators to resolve the applicable network or server problems.
Since many web applications are portals for viewing the results of business logic which may reside in those more traditional systems, the incident routing tables may be more convoluted.
However, with careful planning, the adaption of ITIL to meet the requirements for supporting web applications is both possible and highly advantageous.
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