transitioning projtransitioning projects and services into production - by ms samantha cox
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Transitioning Services and Projects into Production
Sam Cox
July 2013
Sam Cox
Senior Consultant (UXC Consulting) ITIL v3 Expert, Prince2, COBIT
• More than 10 years in banking
• 8+ years in IT Service
Management
• 2 major technology mergers
• 3 large scale IT projects
• ITIL process rollouts and
continual service improvements
ITIL® is a registered trade mark of the Cabinet Office
• Complex technology environments
• Delivery pressure – faster, better, cheaper
• Production integration and stability
Service Transition Challenges…
Evolution of Banking & Technology 3 AD
First Bank started in Persia
9 AD
Cheques are used to assist trade between China and Arabia
1920
Merchant charge cards appear
1940
Retail credit cards
1967
Barclays deploy first Automated Teller Machine
1977
First SWIFT Interbank message
1994
Standard Federal Credit Union first to offer Internet Banking
1999
First online WAP Mobile Phone Banking appears
1766
First Mortgage
1987
First widespread electronic trading system
Secure
Compliant
Resilient
Scalable
Available
1156
First foreign exchange contract
First central bank in Holland
1668 1989
24 hour telephone banking
306 Billion
Number of Credit Cards in
the world
Number of mobile phone banking users
2.2 Million
Number of ATM’s in the
world
Number of PayPal
transactions per day
2010 Global volume of
payment transactions
400 Million
5 Billion
Paying with Smartphone
expected to outpace credit cards in the
future
Expected to look like an ipad with
Skype in the future
Expected to double in next 4
years
Double digit growth expected year on year in
Asia
> 5 Million
30% growth expected each
year
Innovation & Growth
Build the Bank Run the Bank
Production Project
Code &
Commission
Resources &
Timeframes Deployment Budget
Project Initiation
Require- ments
Project Planning
Design Build Test Implement PIR
Business provides
requirements Architecture
Release Mgt
Change Mgt
Incident Mgt
IT Organisation
Business User
Acceptance Support
Project Delivery
App Infra
PMO
App Infra
Support
ITIL® is a registered trade mark of the Cabinet Office
3 Common Issues
• Focus on functional requirements
• Change Management unable to push back
• Support teams busy fighting fires
Service Transition
Release and Deployment Management
Transition Planning and Support
Knowledge Management Change Management Service Asset and Configuration Management
Service Transition
Incident Management Request Fulfilment Problem Management Access Management Event Management
Service Operation
The objective of ITIL® Service Transition is to build and deploy IT services.
Service Transition also makes sure that changes to services and Service
Management processes are carried out in a controlled and coordinated
way.
ITIL® is a registered trade mark of the Cabinet Office Quoted text is from introduction to the ITIL© Service Lifecycle Crown copyright 2010
Service Design
Release and Deployment Management
Transition Planning and Support
Knowledge Management Change Management Service Asset and Configuration Management
Service Transition
Incident Management Request Fulfilment Problem Management Access Management Event Management
Service Operation
The objective of ITIL® Service Design is to design new IT services. The
scope of Service Design includes the design of new services, as well as
changes and improvements to existing ones
Service Design
Design Coordination
Service Level Management
Availability Management
Information Security Management
Supplier Management
Capacity Management
IT Service Continuity Management
Service Catelogue Management
ITIL® is a registered trade mark of the Cabinet Office Quoted text is from introduction to the ITIL© Service Lifecycle Crown copyright 2010
Service Strategy
Release and Deployment Management
Transition Planning and Support
Knowledge Management Change Management Service Asset and Configuration Management
Service Transition
Incident Management Request Fulfilment Problem Management Access Management Event Management
Service Operation
Service Design
Design Coordination
Service Level Management
Availability Management
Information Security Management
Supplier Management
Capacity Management
IT Service Continuity Management
Service Catelogue Management
Service Portfolio Management Business Relationship Management Financial Management for IT Services
Service Strategy
ITIL® is a registered trade mark of the Cabinet Office Quoted text is from introduction to the ITIL© Service Lifecycle Crown copyright 2010
Getting the Balance Right
Production Project
Project Initiation
Require- ments
Project Planning
Design Build Test Implement PIR
• Dedicated resources to work with projects
• Ensure they add value
• Define the engagement points (guide, provide, check)
Operability & supportability
Validation
Deployment
Funding
Support
5 Pillars of Service Transition
Support Model
Deployment
Infrastructure
Application
Project Plan
SLR’s / SLA’s
Training Plan
Resourcing model
Release approach
Transition Plan
Early Life Support
Failure Analysis
Operations Tools
Supportability
Bank standards
Test strategy
Access Control
Time
Cost
Quality
Hints and Tips
• Use previous experience to identify errors in the Service
Design
• Set Service Transition KPI’s to encourage transparency
• Early engagement doesn’t mean you will have all the
answers day one in a neat package
• Recognise project lifecycles typically are not like a diagram in
a book
• No amount of process will remove the need for stakeholder
management
The Final Word…
• The later in the lifecycle an error is detected, the higher the
cost of rectification
• Technology complexity will likely increase in the future. Deal
with it
• Services only deliver profit when in production
Sam Cox
[email protected] +65 8428 1204 For further info on related course/s, please see:
http://www.iss.nus.edu.sg/ProfessionalCourses/CourseCatalogue.aspx
Thank you!