Service Operation: Technical Management & Application Management in ITIL V4
In ITIL V4, Technical Management and Application
Management practices support robust service delivery by providing
specialized knowledge and technical skills. These two are classified as
specialized technical practices within the ITIL Service Value System (SVS) and
are vital for maintaining service reliability and performance.
Key Responsibilities
- Technical
Management
- Provide
technical expertise and support for infrastructure.
- Design,
deploy, maintain, and update hardware and networks.
- Influence
architecture and infrastructure decisions aligned with service needs.
- Application
Management
- Oversee
the lifecycle of applications—from design through retirement.
- Monitor
performance, maintain, support, and upgrade applications.
- Ensure
applications meet functional and non-functional requirements.
How They Fit into
Service Operation
|
Practice |
Focus Area |
Inputs |
Outputs |
Exam Tip |
|
Technical Management |
Infrastructure design & support |
Service and infrastructure design specs, monitoring data |
Updated hardware systems, capacity reports, technical
resolutions |
Know how this supports Incident & Problem resolution |
|
Application Management |
Application lifecycle & support |
Application requirements, performance metrics |
Application updates, user support, performance tuning |
Differentiate functional vs non-functional requirements |
Practical
Interactions
- Incident
Management: Technical teams diagnose and resolve hardware/network
incidents.
- Problem
Management: Both teams perform RCA (e.g. code-level bugs,
infrastructure faults).
- Change
Enablement: Provide technical assessment and risk evaluation for
changes.
- Continual
Improvement: Propose enhancements based on trends and user experience.
Collaboration
matrix
- With
DevOps: Application teams interface with developers for code
deployment pipelines.
- With
Infrastructure Management: Technical Management collaborates on
uptime, scale, and resilience.
- With
Security Management: Both teams implement controls, patching,
encryption aligned with security policies.
Why It's
Exam-Worthy
The exam may feature questions such as:
- “Which
practice optimizes application performance?”
- “Who
is responsible for evaluating the risk of a new server deployment?”
- “Identify
the correct sequence: application upgrade → Incident created → resolution
via Technical Management.”
Be prepared to match tasks to the appropriate practice and
identify supporting inputs/outputs.
✅ Study Tips
- Mind
maps: Visualize which team handles infrastructure vs. apps.
- Flashcards:
Create cards for each practice detailing purpose, inputs, and outputs.
- Scenarios:
"A critical server fails — which team acts?" or "A new
feature causes slow app response — who’s responsible for resolution?"
- Internal
links:
- Dive
deeper into infrastructure: Technical
Management best practices
- Learn
about application lifecycle: Application
Management explained
🔑 Key Takeaways
- Specialized
but essential—these are not everyday Service Operation tasks but
crucial for stability.
- Technical
Management = backbone infrastructure work.
- Application
Management = application lifecycle and performance support.
- Vital
for exam readiness—recognize inputs, outputs, scope, and which
supports incidents, problems, and changes.
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