Effective business requires effective IT. And effective IT is more than just the sum of all services delivered by individual applications and infrastructure components; effective business processes rely on a set of applications that must work in unison. This is the ‘business process chain’.
The quality of a business process chain is dependent on ‘the weakest link’. This means that managing applications individually is not enough to guarantee quality of service for the entire business process chain. This is why I think end-to-end, focusing on the whole business process chain, when it executes Application Management rather than focusing solely on individual applications.
The service delivery level will be defined by Business KPIs and supported by Process KPIs. For example: “the business process chain should be 100% available during store opening hours”.
In order to determine the requirements for service availability, … Continue reading …