Through Application Delivery & Jack Probst Principal Consultant Pink Elephant Pink Elephant Leading The Way In IT Best Practices 1
Agenda 1. Key Relationships 2. Source of Value IT Service 3. ITIL and Release & Deployment 4. The SDLC 5. Development vs. 6. Preaching to the Choir 2
Starting With The Basics IT Operations Business Operations Customer 3
Creating Business Value Basic Relationships 4
Keeping The Lights On! 5
A Service Services are a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks Services facilitate outcomes by enhancing the People People do do not not want want quarter-inch quarter-inch drills. drills. They They want want quarter-inch quarter-inch holes. holes. performance of associated tasks and reducing the Professor Professor Emeritus Emeritus Theodore Theodore Levitt, Levitt, Harvard Harvard Business Business School School effect of constraints The result is an increase in the probability of desired outcomes 6
Composition Of A Service Business Service Requirements/demand: Business Service Business process 1 Business process 2 Business process 3 Business View Utility: Name, description, purpose, impact, contacts Warranty: Service levels, targets, service hours, assurance, responsibilities IT Services Service Policy/strategy governance compliance SLAs/SLRs including cost/price Technical View Assets/resources: Systems, assets, components Assets/capabilities: Process, supporting targets, resources Assets/capabilities: Resources, staffing, skills OLAs contracts Support teams Support services Suppliers Infrastructure Environment Data Applications IT processes Crown copyright 2007 Reproduced under license from OGC. Based on Figure 3.2 Service Design, page 24 7
The Source Of Service Value Utility Utility is what the customer wants The Service is Fit for Purpose Derived from the attributes of a service that: Have a positive effect on the performance of activities, objects, and tasks associated with desired outcomes Or with the removal or relaxing of constraints on performance Warranty Warranty is how what the customer wants is delivered The Service is Fit for Use Derived from the positive effect of: Being available when needed In sufficient capacity or magnitude Dependably in terms of continuity and security Utility Warranty = Value 8
Another Way to Think of Value Understanding and Managing Key Relationships 9
Defining IT Services Corporate Mission/Vision Corporate Strategy/Goals Functional/LOB Goals Key Business Process Business Process Outcomes or Deliverables IT System or Application System Utility or Functionality Delivered IT Service Defined Service Success Criteria 10
Value Creation As A Closed Loop System Performance Potential Value Value Business Unit Capabilities Resources Goods & Services Customers / Markets - Return on assets Risks Demand Compensation Revenue Revenue Customer Contract Services Supplier Contract Service potential Cost to serve - Compensation Costs Unused capacity Revenue Risks Value Service Unit Capabilities Resources - - Goods & Services Suppliers & Partners Revenue Revenue Crown copyright 2007. Reproduced under license from OGC Figure 4.17 Service Strategy, page 80 11
Managing The Service Portfolio Crown copyright 2007. Reproduced under license from OGC Service Strategy, page 74 Service Portfolio Service Catalog Service Pipeline Continual Service Improvement Third Party Catalog Market Spaces Project Portfolio Service Design Service Transition Service Operation Retired Services Business Needs Customers Resources engaged Common Pool of Resources Return on assets earned from Service Operation Resources released 12
Application Lifecycle Roles of teams in the Application Lifecycle Requirements Optimize Design Application Development Application Operate IT IT Service Service Strategy, Strategy, Design, Design, Transition Transition & Improvement Improvement Build Build & & Test Test Deploy Deploy Deploy Crown copyright 2007 Reproduced under license from OGC Based on Figures 6.5 and 6.6 Service Operation 13
Leverage The Tools Available In Frameworks Application Maintenance Client Relationship Mgmt. ASL ITIL ITIL Digital Application Life Cycle Service Workflow CMMI ITIL ESCM MSF Rational ITIL Information, Communications Technology Infrastructure MOF IBM ETOM 14
The Application Lifecycle Application Development Responsible for the creation of new application software and databases to support business requirements ITIL Release & Deployment Application Responsible for maintaining, enhancing and extending the lifespan of application software and databases ITIL Release & Deployment Application Services Library 15
IT Service ITIL V3 Service Lifecycle Model SERVICE STRATEGY Service Strategy Service Portfolio Financial Demand SERVICE DESIGN Service Catalog Service Level Supplier Capacity Availability IT Service Continuity Information Security SERVICE OPERATIONS Event Incident Request Fulfillment Problem Access CONTINUAL SERVICE IMPROVEMENT Seven Step Improvement SERVICE TRANSITION Transition Planning & Support Change Service Asset & Configuration Release & Deployment Service Validation Evaluation Knowledge Crown copyright 2007 Reproduced under license from OGC 16
Integrated Solution Provisioning Continual Service Improvement Change (4.2) RFC 1 RFC 2 RFC 3 RFC 4 RFC 5 RFC 6 Service Asset & Configuration (4.3) BL BL BL BL BL BL BL Service Transition Planning & Support (4.1) Oversee management of organization and stakeholder change (5) Evaluation of a Change or Service (4.6) E1 E2 E3 Service Strategy Service Design Plan and prepare release Build and test Service testing and pilots Plan and prepare for deployment Transfer, deploy, retire Review and close service transition Service Operations Release & Deployment (4.4) Early Life Support Service Validation & Testing (4.5) Knowledge (4.7) E Point to Evaluate the Service Design Focus of activity related to service transition Other ITIL core publication Crown copyright 2007. Reproduced under license from OGC Figure 2.3 Service Transition, page 16 Service Transition process that supports the whole service lifecycle Point to capture Baseline BL RFC Request for Change 17
Release & Deployment RDM activities are triggered by one or more authorized changes from Change 6. Review 1. Plan 2. Build Release & Deployment To deploy releases into production and establish effective use of the service in order to deliver value to the customer and be able to handover to service operations. 5. Deploy 4. Prepare (for Rollout) 3. Test 18
Wait I Have A SDLC!!! RDM Activity Planning SDLC Phase Initiation & Planning Requirements & Analysis Build Design Development / Coding Test Integration Prepare For Rollout Validation & Test Deployment / Rollout Deployment Operation Retirement 19
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Application Applications Services Library Services Applications Strategic Organization Cycle Application Cycle Mgmt. Planning & Control Cost Quality Service Level Incident Mgmt Change Mgmt. Design Operational Continuity Mgmt Capacity Mgmt Maintenance Availability Mgmt Config. Mgmt Software Control & Distribution (Release Mgmt.) Connecting Processes Impact Analysis Implementation Testing Enhancement/ Renovation Realization 21
The End Game Change Connecting Processes Application Cycle Release Planning Processes Build Test Prepare Deploy Review Release Policy DML Enhancement/Renovation Release Processes & Deployment Models DML Maintenance Processes Release Components Release Package Connecting Processes Procurement (Buy) Development (Build) Note: RDM activities include CI recording/update/baseline as needed and supported DML includes DHS or other secure definitive stores as needed 22
Connecting The Dots CSI Incident Problem Change Configuration Availability Capacity Service Level Security etc Maintenance Application Cycle Requirements Service Level Service Catalog Application Cycle Event Incident Problem Change Configuration Maintenance Optimize Operate Service Strategy Service Strategy Release Policy Release Policy Transition Planning Transition Planning and Support and Support Organization Cycle Organization Cycle Analyze / Design Build & Build & Test Test Availability Capacity Security IT Service Continuity Change Enhancement and Renovation Connecting Release & Deployment Change Configuration Maintenance Enhancement and Renovation Connecting Deploy & Test Deploy Deploy Release & Deployment Change Service Validation & Testing Evaluation Configuration (DML) Change Knowledge Enhancement and Renovation Connecting 23
What Questions Do You Have? 24
j.probst@pinkelephant.com www.pinkelephant.com www.twitter.com/theitilexperts Celebrating 20 Years Of ITIL Experience! 25