ASL®, BiSL® are a registered trademarks of ASL BiSL Foundation. Application Services Library ASL® is a registered trademark of the ASL BiSL Foundation.Business Information Service Library BiSL® is a registered trademark of the ASL BiSL Foundation. Trademarks are properties of the holders, who are not affiliated with mind map author.
Looijen and Delen’s model.
User / organizational perspectives
focus, Information provisioning
System owner & business information managers
Business information management / contract management
focus, Information technology
Operation / renewal
focus, Information systems & applications (applications & data)
Focused on IT solutions
Maintenance organization / application development
Application operation & change / development
ASL® standard is dedicated to this domain
Processes are inside clusters.
Each process is inside exactly one cluster.
Processes communicate to each other (within and outside the cluster)
Each process has it's goals, activities, inputs, outputs and relationships with other processes
Application Support cluster (has 4 processes), Use Support process, process goals, The goal of Use Support process is the realization of optimal support in the use of applications by the best possible communication with customers and the best possible handling of calls about the use of - and possible deviations in – services, according to the agreements., activities, Proactive communication with suppliers and customers in relation to existing services, Call handling, Call reporting (reporting and control), process relationships with Supplier / Customer or other processes / clusters, other Application Support cluster processes, Change Management process, Impact Analysis process, Management Processes cluster processes, Configuration Management process, process goals, The goal of Configuration Management process is to keep a record of all application objects/configurations and services for which the application management organization has a responsibility, and provide accurate information about this to support other application management processes., activities, Registration of CIs, Registration of services, Providing information, Configuration control and reporting, process relationships with Supplier / Customer or other processes / clusters, other Application Support cluster processes, Software Control and Distribution process, Impact Analysis process, Management Processes cluster processes, IT Operation Management process, process goals, The goal of IT Operation Management process is to ensure, monitor and guarantee that applications (or application components) display the correct and agreed behaviour in operational situations, and that the services concerned also occur as agreed., activities, Operations planning, Operations realization, Operations monitoring, Capacity management, Operations management (reporting and control), process relationships with Supplier / Customer or other processes / clusters, other Application Support cluster processes, Use support process, Impact Analysis process, Management Processes cluster processes, Continuity Management process, process goals, The goal of Continuity Management process is to provide continuity in the business process by ensuring continuity and the presence of adequate measures which will, within a set time period and quality level, ensure adequate functioning even during extraordinary circumstances., activities, Continuity planning, Continuity realization, Continuity monitoring, Continuity management, process relationships with Supplier / Customer or other processes / clusters, other Application Support cluster processes, Use support process, Impact Analysis process, Implementation process, Management Processes cluster processes
Connecting Processes Operational Level cluster (has 2 processes), Change Management process, process goals, The goal of Change Management process is to ensure that a standardized working method is used for changing applications, so that harmonized and prioritized changes can be built to improve the supplied functionality of applications., activities, Registration of changes, Scheduling of release, Adjustment and monitoring of release, Control and reporting, Information and communication, Software Control and Distribution process, process goals, The goal of Software Control and Distribution process is to making the correct application objects (or information about them) available to the correct processes at the right time., activities, Registration of objects in the maintenance process, Issuing of objects, Information and communication (to maintenance process), Transfer to production, Control
Application Maintenance and Renewal cluster (has 5 processes), Impact Analysis process, process goals, The goal of Impact Analysis process is the effective recording of sufficient reliable and accurate consequences of proposed changes in terms of effort, future events, use and operation, so that an ideal solution direction can be chosen., activities, Outlining change, Assessment of changes, Estimating consequences, Verification and feedback, Management, Design process, process goals, The goal of Design process is to set up and record the information system (user) specifications or changes in such a way that they can be easily realized and tested., activities, Elaboration of request, Determining of solution direction(s), Elaboration of solution direction, Validating, Managing, Realization process, process goals, The goal of Realization process (also called „build”) is to convert the supplied designs or changes in designs, forming part of the design process, into concrete and correct changes to the automated information system., activities, Determining technical impact, Designing the technical solution, Realizing the solution, Testing the solution, Management, Testing process, process goals, The goal of the Testing process is to guarantee that the desired changes are realized according to specifications, and that applications show the correct behaviour (after changes)., activities, Functional (logical) system test, Technical system test, Production test support, Management, Implementation process, process goals, The goal of Implementation process is to satisfy the necessary preconditions to enable error-free use of a new version of the application and completion of the maintenance process., activities, Support the transfer to production, Support of user organization, Preparation for the finalization of the release, Completion of assignment, Management
Management Processes cluster (has 5 processes), Contract Management process, process goals, The goal of Contract Management process is the realization of services according to agreements (or deviating from these agreements by mutual consent) in order to fulfil or exceed customer expectations., activities, Determining and negotiating contracts, Monitoring and adjusting of contracts, Evaluation of contracts, Planning and Control process, process goals, The goal of Planning and Control process is to ensure that the agreed upon services are realized, using the agreed human resources capacity and in accordance with the agreed delivery date, by the correct deployment of human resources capacity at the right time., activities, Planning, Control, Review, Quality Management process, process goals, The goal of Quality Management process is to ensure the (internal and acquired) quality of the acquisition process, product, resources and organization by defining and monitoring these, and also ensuring that the relevant regulations are implemented and followed., activities, Quality planning, Quality monitoring, Quality review, Financial Management process, process goals, The goal of Financial Management process is to ensure that the [competitively priced] costs incurred for supplying/maintaining an application and/or services are planned and manager and are in balance with the benefits generated by application management., activities, Financial planning, Financial monitoring, Financial evaluating, Supplier Management process, process goals, The goal of Supplier Management process is to be responsible for agreements regarding services and/or solutions provided by third parties (suppliers), and for evaluating, monitoring and improving them., activities, Supplier planning, Supplier monitoring, Supplier review
Application Management Organization Strategy cluster (has 5 processes), Account and Market Definition process, process goals, The goal of Account and Market Definition process is to recognize the demands of future services for future customers and to make sure that the relationship and communication with the customers are good enough to realize this., activities, Inventory of the current position (customers and needs), Definition of account opportunities, Definition of account, Create an account strategy, Capabilities Definition process, process goals, The goal of Capabilities Definition process is to provide an overview of the demands to skills and expertise of the organization’s employees in the future, activities, Making an inventory of current capabilities, Definition of potential capabilities, Definition capabilities, Setting up a capabilities strategy, Technology Definition process, process goals, The goal of Technology Definition process is select the tools [technology] that are used by the organization to realize the future services., activities, Making an inventory of (existing an new) technology tools, Definition of technology opportunities, Definition of technology, Creating a technology strategy, Supplier Definition process, process goals, The goal of Supplier Definition process is to pro-actively optimize the future service by determining the role of and the involvement of external suppliers, and translating this policy to a practical, functioning organization and structure., activities, Inventory of the suppliers, Definition of suppliers opportunities and determination of impact and alternatives, Definition of the suppliers market, Setting up the suppliers strategy, Service Delivery Definition process, process goals, The goal of Service Delivery Definition process is to design the required service for a period of 2 or 3 years., activities, Defining the mission and goals, Defining the strategy and direction, Defining the resources
Application Strategy cluster (has 5 processes), IT Developments Strategy process, process goals, The goal of IT Developments Strategy process is to determine the impact of technological developments on the application portfolio., activities, Technology development inventory, Determining impact, Customer Organizations Strategy process, process goals, The goal of Customer Organizations Strategy process is to determine the impact of developments in the user organization or the user organizations on the application portfolio., activities, Inventory of organizational developments, Determining impact, Customer Environment Strategy processs, process goals, The goal of Customer Environment Strategy process is to determine the impact that developments in the environment of the customer organization or user organization have on the application portfolio., activities, Creating a list of the developments in the organization, Determining the impact, Application Lifecycle Management process, process goals, The goal of Application Lifecycle Management process is to determine the future strategy of an application, translated into actions, so that the application can provide support for the company processes in the future., activities, Determining the status of the current situation, Determining the impact of the policy, Determining technical possibilities, Determining strategy and scenarios, Application Portfolio Management process, process goals, The goal of Application Portfolio Management process is to align and coordinate the various components in an application landscape (or the entire information provisioning as a whole) and to mutually adjust and optimize the larger or radical investments and changes., activities, Determining status of current situation, Determining the impact of the policy, Inventory (of the suitability of new) IT-possibilities, Creating strategy
ASL®2 framework consists of various processes grouped together in 6 clusters.
Clusters communicate to each other through processes.
Each cluster resides in exactly one layer.
Each cluster resides in exactly one perspective., Exception is Management Processes cluster which resides in two perspectives.
Application Support cluster, cluster goals, The goal of the Application Support cluster is to ensure that the applications – in their current state – are optimally applied to support of the business processes using the minimum resources and with the least possible operational disrupting., The Application Support cluster processes aim to ensure that the current applications support the business with a minimum of resources and operational distortions., cluster statements, Separate AM processes are needed to support the use of applications, These processes have numerous interfaces with similar processes within ITIM and BIM, There is no direct one-on-one relationship between these processes, key question, Are the applications running and working properly?, The processes within this cluster have as well been defined in the ITIL
Connecting Processes Operational Level cluster, cluster goals, The Connecting Processes - Operational Level cluster ensure the synchronization between the application support processes and the application maintenance and renewal processes., Synchronization and alignment between the Application Support cluster and the Application Maintenance and Renewal cluster are important., The Connecting Processes - Operational Level cluster processes deploy changed software and data from application maintenance and renewal to application support., cluster statements, Synchronization of the application support and the application maintenance and renewal. The ‘logistics’ within application management, Complexity and necessity has increased due to the growth in complexity of services and the increased use of standard solutions, key question, How are support, and maintenance and renewal of applications synchronized?
Application Maintenance and Renewal cluster, cluster goals, The goal of Application Maintenance and Renewal cluster is to ensure that the applications are adapted to suit the changing demands and wishes resulting from changes in the environment and business processes., This results in applications that continue to support the business process optimally in the near future., The Application Maintenance and Renewal cluster processes are similar to application development., They ensure that the applications are adapted to suit the changing demands and wishes resulting from changes in the environment and business processes., A major part of the work of Application Management deals with designing, programming and testing applications and information systems., cluster statements, Maintenance and renewal follows the phasing and processes of application development, Much smaller degree of freedom and the demands are also higher. Maintainability is important but few opportunities arise to improve this, Development and maintenance take place in a more component-based world. Alignment with the environment is becoming more important, key question, How will the applications be modified to suit changing demands?
Management Processes cluster, cluster goals, The Management Processes cluster ensure that existing activities are performed according to goals, agreements and chosen strategies., The aim of this cluster is to ensure that existing activities are performed according to goals, agreements and chosen strategies., cluster statements, Market dynamics impact the management processes significantly, therefore agreements with customers need continual evaluation and reassessment, Management Processes also form the link between operations and policy, key question, Are activities performed according to goals, agreements and strategies?
Application Management Organization Strategy cluster, cluster goals, Application Management Organization Strategy cluster aims to ensure that the service organization’s policy and its future are correctly shaped., It focuses on what kind of service provider an organization wants to be in the near future, with what kind of technology, and with which competences., With aspects as skills and capabilities, markets and customers, being very important., The aim of the Application Management Organization Strategy cluster is to ensure that the service organization’s policy and its future are correctly shaped., In Application Management Organization Strategy cluster, the service organization’s (i.e. the application management organization’s) future services is determined and translated into policy and measures., cluster statements, Commercialization of services has resulted in this process becoming vital for the future of the AM organization, There are many kinds of AM services but AM organizations usually cannot supply multiple kinds of services, Great need to choose a strategy and form alliances with other organizations, key question, How will application management be positioned and organized in the future?
Application Strategy cluster, cluster goals, The goal of the Application Strategy cluster is development of a long-term strategy for the various application objects forming part of the information provisioning as a whole, for one or multiple organizations., Application Strategy cluster focuses on the future and the life cycle of the objects (applications) that are part of the information provisioning., By applying application strategy, the suitability of applications and application landscapes for future use is determined in an early stage, so organizations are not forced to abruptly change the information provisioning (‘big bang’) with major risks involved., There is a clear view needed what the demands are in the future, and based on that, what and how the future of these applications should look like., cluster statements, Renewal and innovation of the business process will increasingly have to come from existing applications; starting from scratch is becoming less of an option, Managing the applications as a whole (the portfolio) is becoming an important AM issue, Understanding of developments in the user organization and environment, and technology is important for alignment with the business, key question, How will the application landscape evolve to fulfill long-term needs?
Orientation to services offered to external community.
Service oriented aspects.
Focus on provision of services to individuals and organizations.
Orientation to applications.
Application oriented aspects.
Focus on supporting business processes and application change management.
The more or less daily, primary tasks of application management and business information management.
Time dimension, today
Has, 3 Clusters, 11 Processes
The control of the operational processes, the strategic processes, and the management processes themselves.
Dividing "line" between policies and operations.
Time dimension, short-terrn (month, quarter, year)
Has, 1 Cluster, 5 Processes
Designing the future of the applications and the application management organization (ASL®) or the future of the business information management organization or the information provisioning (BiSL®).
Time dimension, long-term (next 2-5 years)
Actvity, Periodic / On-demand
Has, 2 Clusters, 10 Processes
The most important, key position on ASL®2 preparing for Foundation exam.
ASL®2 Foundation, http://online.apmg-exams.com/index.aspx?subid=82&masterid=17
ASL 2, An introduction
ITIL® v3 and ASL - Sound Guidance for Application Management and Application Development
Level 0 - Absent
Level 1 - Initial, The organization has no stable environment to implement the ASL 2 framework processes. Nevertheless, certain process activities are implemented. Initiatives are also taken and sometimes activities are carried out in order to gain better insight and knowledge. The results and the outcomes of those activities, however, are not always predictable.
Level 2 - Repeatable, The organization performs its activities based on repetition. Previous experiences and approaches often form the basis of the performance. This is where a standard way of working begins to emerge, providing several options for managing activities. Managing the activities is generally based upon expectations and outcomes.
Level 3 - Defined and managed, Activities and processes are visible, defined and documented. The way processes take their course is clearly defined. In addition, the processes are implemented in such a way that there are quantitative and qualitative experience ratings on which the organization can base and/or adapt the management of those processes.
Level 4 - Optimizing, The organization has a continuous cycle of process improvement. Various mechanisms and processes have been developed in order to be able to improve processes on a continuous and managed basis. Improvement and renewal of processes is embedded within the organization.
Level 5 - Chain, The focus of the organization relating to the implementation, improvement and fine-tuning of processes, is upon increasing the added value within the process chain in which the organization operates. So, the focus, importance and perspective are not just aimed internally within the organization, but at the entire context of its position in the environment. The key objective here is optimizing the added value for all parties within the process chain.
Foundation exam as name suggests is a basic level, introduction certification. Exam is based only on theory and requires no experience in Application Service Management.
Practitioner exam is under development.
Development of the ITIL-inspired R2C framework for supply-side application management by the privatized Dutch Computer Center, RCC
Development of FBM, a similar framework for demand-side information management, published in 1998
Expansion of R2C with strategic processes and rebranding as ASL® in 2001, ASL® emerged from R2C standard. First version of ASL® was published in 2000 as public domain standard.
Expansion of FBM with strategic processes
Transfer of stewardship of ASL from Roccade to the new not-for-profit ASL Foundation
Rebranding of ASL Foundation as ASL BiSL Foundation
First revision of ASL®: ASL®2, Second and current version was published in 2009. The framework has not radically changed since the first publication.
ASL® Foundation & BiSL® Foundation recognized as priSM credentials