service introduction: bridging the gap between development and support
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Pink Elephant – Translating Knowledge into Results
Service Introduction: Bridging the gap between
Development & Support
…let’s all just get along!
Presented by: Peter Hubbard, Principal ITSM Consultant,
Pink Elephant EMEA
Pink Elephant EMEA Ltd
Think Differently. Think Pink
Service Introduction: Bridging the gap between Development & Support © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
Introduction – Peter Hubbard
PrincipaITSM Consultant
Worked in ITSM for over 15 years
Regular speaker at industry events
Worked in all sorts of organisations, large and small.
Finds his job quite fun.
City of London
Service Introduction: Bridging the gap between Development & Support © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
The situation in the wild
“Change? Service Introduction? What's the difference?.”
Common Characteristics:
Its not clear what the difference is between a Change and the introduction
of a new service
The Change Management tasked to perform as service introduction as
well as their own role.
Project Office and IT do not speak to each other.
Continual issues between Project and Operational Management on the
hand over of new Services
Projects being delayed at the last minute by Change Management
withholding authorisation
Services introduced to the users without operational support knowing that
they exist
Project office regards IT as an obstacle to be worked around
Project Managers not even aware of when, and why, they need to talk to
IT
Service Introduction: Bridging the gap between Development & Support © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
Service Introductions are S.E.P.s
Things I wish someone had told the project manager…
Telling Change Management on Friday that a new service is
being rolled out on Monday is not helpful.
If there are errors in the software that are known to the
developers at go live please tell us about them. Not all
surprises are pleasant ones.
Simply assuming that operational staff know how to look after
your custom developed application is carrying optimism too
far.
Your workload may be reduced when you release the new
service, but operations workload has just gotten larger. Help
please!
Service Introduction: Bridging the gap between Development & Support © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
Service Introductions are S.E.Ps
Things I wish someone had told the Change
manager…
We have been working towards this for over a year. Its too late
to throw your toys out of the pram the day before!
The business is expecting this service and will notice if its not
delivered on time.
The project office is not a new innovation, you knew where we
were, why wait to the last minute to object?!
I don't have time to produce dozens of documents at this late
stage!
Stop making my job harder. I just want to do what I am
employed to do!
Service Introduction: Bridging the gap between Development & Support © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
There is near universal confusion at the ‘sharp end’
about WHAT the difference is between Change and
Service Introduction! Project office don't know who
they should engage with at what times.
Change Management
To respond to the
customer’s changing
business requirements
while maximising value
and reducing incidents,
disruption and re-work
Service Introduction
Deploy services 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
The hole that we dug for ourselves
Service Introduction: Bridging the gap between Development & Support © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
Arrange a meeting between Project Office and IT
Operations department.
Discuss the current situation, what works and what
does not.
Agree high level principles and policies that should be
in place.
Agree touch points to ensure smooth communication
and formalise them
Draw up an integrated way of working between the
two areas. Tie both areas together.
Provide documented templates to reduce rework and
red tape
Work out full process, then work out fast track.
The solution
Service Introduction: Bridging the gap between Development & Support © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
Two ways of working with one end in mind
Service Introduction: Bridging the gap between Development & Support © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
Service Introduction on one page
109
Service Introduction: Bridging the gap between Development & Support © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
The trigger of service
introduction is back at the
design phase! Not just
before go live!
Tips from the trenches
1st Tip
Go and introduce
yourself to the PPO
One global organisation
found out that over 70%
of their projects were
being run by a first time
project manager
Make sure you can PROVE
you made it better or PPO will
work about you.
Take baseline snapshot
before you start.
Service Introduction: Bridging the gap between Development & Support © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
Service Design Package (SDP)
SDP
Business Case
… and more …
Training Plan Operational Documentation
Service Level RequirementsQuality Targets
Business Requirements Functional Requirements
Test Plans Service Contacts
Skills Matrix
Communication Plan
Readiness Assessment
Service Acceptance Criteria
Procedures
Support Documentation
Process(es)
Measurement Matrix
Service Introduction: Bridging the gap between Development & Support © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
SDP - Templates
Service Introduction: Bridging the gap between Development & Support © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
The object is risk
mitigation.
NOT risk avoidance.
Tips from the trenches
2nd Tip
Don't go overboard
with the templates!
Starting point for one
organisation was 114
documents to be
completed before a
service could be
introduced!
Service Introduction: Bridging the gap between Development & Support © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
The SAC. Your checklist
114
Service Introduction: Bridging the gap between Development & Support © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
Service Introduction Policy: making S.E.P into O.P!
1. A Release must be raised at least 4 months before the
final go live date.
2. All Known Errors must be formally accepted by
Problem Management no later than 2 weeks before go
live
3. Training must be provided to designated operational
support staff no later than 2 weeks before go live
4. A period of Early Life Support is mandatory for all
Projects. This period will be not less than 4 weeks
after go live and is part of the project lifespan
Service Introduction: Bridging the gap between Development & Support © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
Service Introduction in full
© C
row
n c
opyr
ight
2007 R
epro
duced u
nder
license f
rom
OG
C. S
D F
igure
3.5
SLR SLA
pilot
SLRSLRSLRSLR SLA
LiveSLM
SDP
Pilot or warranty
period
Live
operation
Design and development
Project (Project Team)
SAC SAC SAC SAC SAC SAC
Document &
agree business
requirements
(Strategy & Design)
Design
service
solution
(Design)
Develop
service
solution
(Design)
Build
service solution
(Transition)
Test
service solution
(Transition)
Strategy
Design
Transition
Transition & Operation involvement
Change Management:
RFC
released
Approved for
designApproved for test
Approved for
development
Approved
for warranty
Approved for
live release
Review &
closure
Build, Test, Release and Deployment Management
Operation
Improvement
Business
requirements
Business
requirements
Business
requirements
Business
requirements
Service Introduction: Bridging the gap between Development & Support © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
Strategy & Planning
Design and development
SAC SAC
Strategy
Business requirements Business requirements
Document & agree Business
requirements (Strategy & Design)
Design service
solution (Design)
Design
Transition & Operation involvement
Project (Project Team)
© C
row
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op
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gh
t 2007 R
ep
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uced
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C. S
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.5
SLR SLR
Change management: Approved
RFC released for design
Service Introduction: Bridging the gap between Development & Support © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
Involve the support staff in
the testing and design
activities.
Ensure that relevant
support quality targets are
agreed by them as part of
the process
Tips from the trenches
3rd Tip
Involve Transition
and Operation staff
early in the process!
Avoid the ‘stunned
bunny syndrome’
Service Introduction: Bridging the gap between Development & Support © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
Analysis & Design
DESIGN AND DEVELOPMENT
Business requirements
TRANSITION & OPERATION INVOLVEMENT
SAC
Design service
solution (Design)
SAC
Design service
solution (Design)
Business requirements
SDPDESIGN
Approved Approved x Approved
for design for development for build
STRATEGY
PROJECT (PROJECT TEAM)
Build, Test, Release…
SLRSLR
Service Introduction: Bridging the gap between Development & Support © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
Build, Test & Implement
Business requirements
Design service
solution (Design)
SAC
Design service
solution (Design)
Business requirements
SDP
© C
row
n c
op
yri
gh
t 2007 R
ep
rod
uced
un
de
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se f
rom
OG
C. S
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igu
re 3
.5
TRANSITION & OPERATION INVOLVEMENT
TRANSITION
Build, Test, Release and Deployment Management
Approved Approved Approved
for build for test for warranty
SLRSLR
PROJECT (PROJECT TEAM)
SAC
Service Introduction: Bridging the gap between Development & Support © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
Operation
Business requirements
SAC
Design service
solution (Design)
Approved Approved Approved
for test for warranty live release
© C
row
n c
op
yri
gh
t 2007 R
ep
rod
uced
un
de
r licen
se f
rom
OG
C. S
D F
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.5
PROJECT (PROJECT TEAM)
SAC
Build, Test, Release and Deployment Management
SAC
SLA PILOTSLR
TRANSITION & OPERATION INVOLVEMENT
Pilot or warranty period
OPERATION
TRANSITION
SLM
Service Introduction: Bridging the gap between Development & Support © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
Continual Service Improvement
SAC
Design service
solution (Design)
SACSAC
SLA LIVE
OPERATION
Pilot or warranty period Live operation
SLMSLA PILOT
Build, Test, Release and Deployment Management
Approved x Approved Review &
for warranty for live release closure
CONTINUAL SERVICE
IMPROVEMENT
Service Introduction: Bridging the gap between Development & Support © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
If the process cannot
be broken, it will be
shattered.
Tips from the trenches
4th Tip
Plan for the process
to be broken!
This process is in place
to protect the
organisation.
They are the shields
Who is only person
allowed to drop the
shields?
Service Introduction: Bridging the gap between Development & Support © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
How do you know what good Change and Service
Introduction looks like?
Change Management
If you reach the end of the day
and nothing is on fire, no
services crash and the building is
still standing YOU WIN!
Congratulations…tomorrow is a
whole new game
Service IntroductionIf Project Management and
Operational Support are still
talking to each other, the
Service went live on time and
did what it was supposed to do
without breaking anything
else…YOU WIN!
So what does success look like?
Service Introduction: Bridging the gap between Development & Support © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
The results – Going back after a year
Service Introduction: Bridging the gap between Development & Support © Pink Elephant 2014 unless otherwise stated. All Rights Reserved.
And going back after 2 years?
126
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