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IT Infrastructure Management IT Infrastructure Library Best Practice
IT Infrastructure Management
IT Infrastructure Library
Best Practice
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Sources
IT Infrastructure LibraryOGC Service Desk Rosebery Court St Andrews Business Park Norwich NR7 0HS Tel: +44 (0) 845 000 4999Email:[email protected] Web site: http://www.ogc.gov.ukhttp://www.itil.co.uk
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Authors
Paul Graham Amplecom Ltd
Sjoerd Hulzinga PinkRoccade
Colin Rudd IT Enterprise Management Services Ltd
Annemieke van Dijk Hewlett Packard
Rob van Winden Perot Systems
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Table of Contents
IT Deployment ManagementIT Operations Management
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Deployment process (Definition)
The Deployment process is concerned with the implementation and rolling out of the business, and/or ICT, solution as designed and planned, with minimum disruption to the operations of the business processes
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A deployment project
Recognise and maintain the standards and proceduresDefine and maintain the roles and responsibilities necessary Ensure that documentation and guidance regarding standards, procedures and architectures based on Design and Planning process Provide suitable documentation, guidance and direction so as to coordinate effectively
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A deployment project
Provide guidance and direction to support the interfaces with existing Service Support and Service Delivery processes
Define and maintain suitable management reporting in order to monitor and track progress.
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IT Deployment ManagementBasic Concepts
Initiation
Planning
Execution
Close-down
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Deployment Objectives
create, maintain and manage a plan that contains clear statements on scope, schedule and resourcesset up a team of professionals with the right skill set and cultural outlook address Risk Management throughout the whole lifecycle of the programme or project ensure that the deliverables of the programme or project meet the requirements
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Objectivesexecute the programme or project as specified in the plan including the transition from the old situation to the new situation ensure that the knowledge that is built up within the team is transferred to the Operations organisation report the status of the programme or project in accordance with the organisation’s standards and methods ensure that the necessary documentation is available for Operations and Technical Support.
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Deployment Costs
an increased need for competent project managers able to manage depl. project the development of processes and procedures to conduct deployment projects in a repeatable, and defined manner adoption and tailoring of tools to support the defined process, for example, Project Management tools, test tools, etc. the establishment and maintenance of appropriate test environments
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Deployment Costs
the implementation of process improvement and cultural change
appropriate training and professional development of staff involved in deployment projects.
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Possible problems
a lack of management commitment inadequate resources in terms of skills and competencies a lack of proper planning and reluctance to accept predicted time-scales poor relationship management and the lack of necessary role interaction and task coordination inappropriate tools or inadequate training in their effective use
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Possible problems
lack of project monitoring and inappropriate project metrics
over-commitment of resources and the inability of the deployment project to deliver to planned time-scales and budget.
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The roles and responsibilities
Deployment Process Owner
Deployment project manager
Deployment Coordinator
Deployment Analyst
Deployment Team Member
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External interfaces
Configuration Management
Change Management
Release Management
Service Desk
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Change Management
The goal of the Change Management process is to control and manage all changes concerned with CIs. While the Deployment process is the process that is concerned with the rolling out of ICT solutions, the Change Management process is, by definition, used within the Deployment lifecycle, specifically in the roll-out phase.
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Change ProcessFlow
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Management processes involved
Metrics identify variances and trends that may
have an impact on the project
The benefits provide early warning of risks and
problems become a catalyst for corrective action communicate variances and trends to
stakeholders.
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MetricsProgress metrics Progress metrics measure the progress of a
delivery engagement by comparing actual activity and product delivery dates against planned targets.
Performance metrics Performance metrics measure delivery
performance by comparing actual costs and elapsed time against planned targets.
Quality metrics Quality metrics measure product and service fitness
by comparing defects at various stages
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Processes and deliverables
Design phase Functional design
specifications that form the functional requirements acceptance criteria
Processes and organisation processes that are involved in the roll-out of the ICT
solution, and in the Operations phase Technical design
such as network protocol usage, systems configurations, versions, platform specific issues
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Processes and deliverables
Working environments development environment test environment acceptance environment production environment
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Processes and deliverables
Build phase Building the ICT infrastructure solution
Creating the actual ICT infrastructure solution, aspects might need attention:
planning the usage of the development and/or test environments
version control during the development process, controlling the way to hand over new versions for acceptance testing
controlling the setting of parameters and access rights to ICT components
environmental issues, e.g., space, cooling, power, fire precautions, etc.
accessibility and security measures safety measures
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Processes and deliverables
Build phase (cont.)
Standardisation and integration aspects
ICTIM standards can facilitate integration at several levels
event integration (messaging systems) data integration functional integration
Documentation Training
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Processes and deliverables
Acceptance testing Testing methodologies Functionality tests Performance and volume tests Documentation Reporting
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Processes and deliverables
Roll-out phase Define a roll-out strategy
the ‘big bang’ scenario;a staged transition scenario Roll-out plan consist of:
overview of the parties involved description of the ICT solution to be rolled out roll-out strategy migration strategy back-out scenarios and procedures risks and Risk Management decision tree
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Processes and deliverables
Roll-out plan consist of (cont.) :
necessary changes managed by Change Management
migration plan overview of necessary resources roll-out schedule site surveys provision for feedback of early roll-out
experience.
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Processes and deliverables
Roll-out phase (cont.) Testing
Roll-out affect the production environment directly
Execute the roll-out plan After-care period
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Processes and deliverables
Handover Post-project evaluation Project sign-off
a point where new business and initiatives can start
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Hand Over
Post-project evaluation repors: it documents the results of the post-project
evaluation meeting it provides a comparison of project results with
project objectives it provides an evaluation of the project deliverables it documents best practices and lessons learned
from the project it details the project handover and shutdown
activities it documents project participants throughout the life
of the project.
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Tools
Project Management toolsDevelopment toolsTest tools
