Improve testing for customer services and service management

Transcription

1 Improve testing for customer services and service management Shirley Lacy Material Copyright ConnectSphere Limited

2 Topics Introduction ITIL concepts for service design and testing of: s management The ITIL service lifecycle ITIL service validation and testing process Testing examples and scenarios Takeaways ITIL is a registered trade mark of the Cabinet Office. 2

3 Introduction Common issues for projects into service Unclear and missing requirements Gaps in capability and resources Project overruns - testing time squeezed Unexpected service costs Poor service quality Unknown risks Customer dissatisfaction Painful disruptions to service Loss of customer loyalty 3

4 Introduction - ITIL best practices Standard proven approach for service management used worldwide management A set of specialized organizational capabilities for providing value to customers in the form of goods and services Effective and efficient management of all services Supports organizations in achieving ISO/IEC Based on Crown copyright 2011 Reproduced under licence from the Cabinet office ITIL is a Registered Trade Mark of the Cabinet Office. 4

5 Introduction - ITIL core publications Strategy Strategy for IT services, Financial, portfolio, Business relationship, Demand management Design Design coordination, catalogue, level mgmt, Supplier mgmt. Availability, Capacity, Continuity, Information security. Transition Transition planning and support, Change mgmt, Release and deployment, validation and testing, asset and configuration, Knowledge management Operation Processes: Event mgmt, request fulfillment, incident, problem, access mgmt. operation functions Monitoring and control Continual Improvement Measurement, baseline, benchmark, trends, reporting, analysis, review, assessment, improvement 5

6 ITIL concepts service and service model Business outcomes + ITIL definition of a service A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks (Business unit) Performance potential potential ( unit) Customer assets + + assets Value creation depends on: Utility: Fit for purpose - functionality offered to fulfil a particular need Warranty: Fit for use - assurance that service will meet performance requirements 6

7 ITIL concepts - Value and types of service External Customer External Customer External Customer External Customer External Customer External customer facing services value realized Business Unit Business Unit Internal customer facing services value added IT Unit IT Unit IT Unit Supporting services internal money spent 7

8 ITIL concepts Perspectives Business units Customers/customer representatives Users of the service provider and service/it units integration and management operation functions desk, Application and technical management IT operations: operations control, facilities management Application development and testing owner role Process owner, process manager, process practitioner roles Suppliers Projects 8

9 ITIL - Testing through the service lifecycle Business requirements Strategy Objectives from business requirements Constraints and resources Strategies and policies knowledge management system Design Transition Operation Continual Improvement 9

10 ITIL - Testing through the service lifecycle Business requirements knowledge management system Strategy Design Transition Objectives from business requirements Constraints and resources Strategies and policies Solution designs, service requirements Architectures and standards design package Operation Continual Improvement 10

11 ITIL - Testing through the service lifecycle Business requirements knowledge management system Strategy Design Transition Operation Continual Improvement Objectives from business requirements Constraints and resources Strategies and policies Solution designs, service requirements Architectures and standards design package design package: requirements and agreements design: service model, service and its components Organisational readiness assessment lifecycle plan Release and deployment plans Testing requirements operational plan acceptance criteria 11

12 ITIL - Testing through the service lifecycle Business requirements Value to the business Strategy Design Objectives from business requirements Constraints and resources Strategies and policies Solution designs, service requirements Architectures and standards design package knowledge management system Transition New or changed services / assets implemented Tested and deployed solutions knowledge & configuration mgmt. Operation Continual Improvement Operational services Achievement against targets Value realisation Baselines and benchmarks Improvement actions and plans 12

13 ITIL validation and testing process Purpose To ensure that a new or changed IT service matches its design specification and will meet the needs of the business Objectives Provide confidence that a release will create a new or changed service that delivers the expected outcomes To quality assure a release Validate that a service will meet its utility and warranty requirements Confirm that the customer and stakeholder requirements are correctly defined and remedy any errors or variances Identify, assess and address issues, errors and risks throughout service transition ST

14 ITIL validation and testing process Testing requirements Understand the strategies and policies All aspects of service provision and integration points solution for new or changed services level agreements, underpinning agreements/contracts design functional, management and operational Management information systems (MIS) and tools Technology design Process design Measurement methods and metrics design Documentation, knowledge and skills Reusable test models ST

15 Example: Testing an end to end service Guidelines are needed between all service providers to coordinate testing across the end to end service model Agree the means of measuring acceptability of the service including interfaces between the customer, user, service provider and suppliers Cover utility and warranty Extern al Custo mer Business Unit Extern al Custo mer Extern al Custo mer Extern al Custo mer External customer facing services value realized Business Unit Internal customer facing services value added IT Unit IT Unit IT Unit Supporting services internal money spent Extern al Custo mer 15

16 Example: Testing for a customer service User interface Web Via service desk Incident management Request fulfillment Change management Deployment Access management 16

17 Example: Cloud service delivery scenario Specification of the cloud service and service level agreement selection, negotiation and subscription Onboarding of customers and users Provision and use of service Customer support Termination of service use - the exit process Governance and management of cloud services Maintenance of cloud services 17

18 Takeaways 1. Test and build confidence that the new or changed service will deliver the value and outcomes required 2. Classify process activities against their intended use by different stakeholders/roles 3. Cover all perspectives and scenarios 4. Design reusable test models 5. Test the integrated solution including automation 6. Achieve a balance between the cost of testing and effectiveness 7. Build a thorough understanding of risks 18

19 Any questions? 19

20 Thank you Any more questions? Please