503-cathy kirch releasing release management-final
TRANSCRIPT
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503: Releasing Release Management
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503: Releasing Release Management
Cathy A. KirchAllstate Insurance
ITSM Process Consultant,priSM America’s Chair
itSMF Chicago Land LIG President
Working with: Service Transitions Lifecycle
Change, Configuration and Release Management
Delivery Lead for the Enterprise Education & Training for ITSM
Consulting Service Level Agreements with our Agent Network
• ITIL Expert, Service Manager, all V2 Practitioner, Service Catalog,Service Transitions and V3 CSI designations
• Practicing Service Management implementation and Operations since 2000
• Past positions of System Engineer, Application designer and developer, DB network specialist, Program/Project manager
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Allstate at a Glance• The Allstate Corporation is the nation’s largest publicly held personal lines insurer.
• A fortune 100 company with $133 billion in assets.
• Allstate sells 13 major lines of insurance, including auto, property, life and commercial. Allstate also offers retirement and investment products and banking services.
• Allstate is widely known through the “You’re In Good Hands With Allstate®” slogan.
• The Allstate Corporation encompasses more than 70,000 professionals with technology operations located around the globe.
• Allstate is reinventing protection and retirement to help individuals in approximately 17 million households protect what they have today and better prepare for tomorrow.
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Allstate Insurance at a GlanceAllstate’s Technology Environment
• High-Speed Networking• Integration Architecture• J2EE and .Net• Large Scale Networks• Message Brokering• Performance Management• Rich Media Management• Service Oriented Architecture• Unix, Windows and Mainframe platforms• Web Content Management• Web Services
• Advanced Analytics• Business Process Management• Capacity Planning• Data Warehousing• Document Imaging• Enterprise Content Management• Enterprise Databases• Enterprise Information Integration• ETL (Extract, Transform, Load) Tools• Financial Applications• High-Availability and Disaster Recovery
• Multiple operating systems • Multiple technology platforms • Multiple database systems
• 3,500+ IT professionals• 5,000+ software applications• 100,000+ desktop computers supported
Applications and Services
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Agenda
• ITSM Program• What is Release Management (RM)?• Triumphs of pursing Release Management • Integration• Maturing Release Management• The future of Release Management• Lessons Learned
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• Release definition: A collection of hardware, software, documentation, processes or other components required to implement one or more approved Changes to IT services. The contents of each Release are managed, Tested, and Deployed as a single entity. **
• Release Management takes a holistic view of changes to an IT service and ensures that all aspects of a release, both technical and non-technical, are considered together. **
• Release Management works closely with the Change Management and Configuration Management processes to ensure that the shared Configuration Management Database (CMDB) is kept up to date following changes implemented by new releases.
** Per ITIL Glossary & Terms
What is Release Management-definition?
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
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• Deployment Management– (Service Transition) The Activity responsible for movement of new or
changed hardware, software, documentation, process, etc. to the Live Environment.**
• Change Management– (Service Transition) The Process responsible for controlling the
Lifecycle of all Changes. The primary objective of Change Management is to enable beneficial Changes to be made, with minimum disruption to IT Services.**
** Per ITIL Glossary & Terms
What is Release Management-definition?
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
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What is Release Management-definition?
Deployment Change ReleaseNew Infrastructure
Approval for dates, scheduling
CalendarPlanning, assess
The Cloud Validation of process
Packaging, testing, training
Sun Fire 4800 in System Cabinet with 2 Media Tray at top
Hitachi Data Systems with 524 GB
Deploy a new server & storage
Change the location of application execution
Release a new set of capabilities
Claims runs on Windows moved from Mainframe
Enhancing first notice of loss for Claims processing
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What is Release Management-outputs
• Assess– Planned Start/End– Risk– Description– Impact/Urgency– Scope– Release Type– Name/Phone/Group
• Plan– Location of:
• Business Requirements• Release Requirements• Design Document • Back out Method
• Build– Deployment method– Application– Delivery tool
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• Test– Test Environment– Acceptance Test Plan– Release Checklist– Test Results– Testing Signoff– Testing date
What is Release Management-outputs• Training
– Environment/Venue– Training Plan– Training Results– Reason if no training– Communication Plan– Type of Training– Approval
• Distribute/Verify– Actual Start/End Dates– Closure Code– Location of PIR
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Agenda
• ITSM Program• What is Release Management (RM)?• Triumphs of pursuing Release Management• Integration• Maturing Release Management• Early wins• The future of Release Management• Lessons Learned
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Triumphs of pursuing Release Management
• Successful releases• Stable test and production environments• Reduced likelihood of illegal software/viruses• Error reduction
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• Value: Improved consistency in implementation approach across the business change, service teams, suppliers and customers.
• Benefits: Improved implementation approach; consistent, traceable requirements; greater efficiencies with consistent approach to release management; less frequent change resulting in decreased risk to application availability; improved communication focused on consistent messaging.
Triumphs of pursuing Release Management
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Agenda
• What is Release Management (RM)?• Triumphs of pursuing Release Management• Integration• Maturing Release Management• The future of Release Management• Lessons Learned
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Integration
• Other Processes– Change
• Provides control of the production environment• Receives release notifications
– Configuration • Provides CI information• Receives release notification
– Incident• Provides report of incidents introduced by release• Receives release notification
– Problem• Provides report of problems introduced by release• Receives release notification
Service Transition
Service Operation
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Integration
• Other Processes– Service Desk
• Provides feedback of performance on minor changes• Receives release notifications & training on new releases
– Service Level Management• Provides SLAs, OLAs, UCs• Receives release notification
– Capacity Management• Recommends distribution strategy• Receives release notification
– IT Service Continuity Management • Provides confirmation continuity measure in place• Receives release notification
Service Strategy
Service Design
Continual Service
Improvement
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Lifecycles - Mapped Together
Create & Record Review & assess Approve Coordinate & Implement
Verify & Close
Change Management
Project
Release
SDLC
DeployBuildDesignPlanningInitiationDemand Test
Build Training Distribution VerificationAssess Plan Test
Feasibility Study
Design ImplementationAnalysis Testing Evaluation
Integration
Close Operate
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Initiator
*Coordinator*Implementer
Change Management
Create & record Review & Assess Approve Coordinate &
Implement
Verify &
Close
*Change Manager*Change Coordinator
*Implementer
Build Training Distribution VerificationAssess Plan Test
Integration
Roles
Initiator Release Manager/ CoordinatorProject Manager
ReleaseManagement
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Agenda
• What is Release Management (RM)?• Triumphs of pursuing Release Management• Integration• Maturing Release Management• The future of Release Management• Lessons Learned
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• Compliance – is there a Release strategy, calendar, records, process flow, policy?
• Performance – are we delivering releases/change faster and at optimum cost and minimized risk?
• Quality – can we assure customer satisfaction when using the release?
• Value ($) – are we increasing availability & are you enabling business processes?
• The IT Scorecard will change with release process maturity
Value
Quality
Performance
Effe
ctiv
enes
sTime
Are we on or off course?
Compliance
Impro
vemen
ts (C
SI)Can we predict our value?
Maturing Release Management?
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Maturing Release Management The Release and Deployment Management (RDM) Process is applied in various
manners among groups
Much of RDM is incorporated into the Software Development lifecycle
There is no central repository for process documentation, repositories are owned locally
RDM is not integrated with the change process
Many tools are used based on technology supported
Early life support or training of support staff is not a concept that is generally used
Release schedules are published
Back out, test, and release plans are not normally provided
Business sign off, as a rule not required
Roles are documented but not applied the same way across the enterprise
There are no process metrics
Conclusions
Moving the needle – Develop enterprise polices, process and standards
0 1 2 3 4 5
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Maturing Release Management
Develop a flexible process that can be utilized equally across the enterprise with a central repository
Use early life support and train support staff before a release is tested and installed into production
Develop and implement templates for back out, test and release plans
Identify key process roles including process owner and process lead
Create functional requirements and standards for toolset selection to support process polices
Define the necessary polices to govern the process
Monitor and report key process metrics
Recommendations
Moving the needle – Develop enterprise polices, process and standards
0 1 2 3 4 5
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Agenda
• What is Release Management (RM)?• Triumphs of pursuing Release Management• Integration• Maturing Release Management• The future of Release Management• Lessons Learned
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IT Process Evolution
– Are you ready for the next change?
IT Infrastructure and Operations: The Next Five Years The Cloud on IT’s Horizon
By Jean-Pierre Garbani, Marc CecereForrester Research
The Future of Release Management
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The Future of Release Management
• The Cloud….– Reduce diversity– Increase volume
• Automation technologies• Economy of scale
• Consider impact of technology changes on processes and people
• Application portability: applications must be easily movable
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Application Releases
Field Capabilities split across multiple release
calendars
Centralized Releases
Fewer, more consistent releases that are larger
and more complex
Too many releases can contribute to availability and stability issues.
Field capacity to accommodate and adopt change should be a factor in release planning, which avoids low user adoption of new capabilities.
A compelling opportunity exists to move to an enterprise release strategy with fewer, more
consistent releases for all Systems (people, process, information, technology).
The Future of Release Management
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Lessons Learned and Questions
• The time is now for Release Management• Automation is key for the future• One calendar is essential for coordination• Human change navigation is critical• There will be concerns – budget; time to market;
support staff; complexity and risk of a release; metrics and measurements
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Lessons Learned
• Questions to ask yourself:– Do you have a change or a release calendar?– Is your CAB creating your release schedule?– Are your technology silos planning their calendars
individually?– Can you define the boundaries between Change and
Release?– Can you create an advanced Release Calendar during your
budget season?
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Session: 503: Releasing Release ManagementCathy A. Kirch
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