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Marval Release Management - the political process

Release Management is the final hurdle to overcome. If not done properly, it may invalidate all the hard work done by everyone and result in nothing more than delivering a poor customer experience. <br>

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Marval Release Management - the political process

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  1. Release Management The political process (A practical approach) Dr Don Page Marval Software www.marval.co.uk

  2. Release Management is the final hurdle to overcome If not done properly, it may invalidate all the hard work done by everyone and result in nothing more than delivering a Poor Customer Experience “The Political process” www.marval.co.uk

  3. Traditional approach * Release Involvement Requirements Application Development Optimize Design Application Management Service Management Operate Build Deploy www.marval.co.uk

  4. Marval Release process statement • The process of safely, with minimum risk, releasing any change - related to people, process or technology, which may affect the delivery of underpinning SERVICES to the production environment and its customers. www.marval.co.uk

  5. Release Checklists • For each release, a Release checklist is used and signed off to ensure nothing is lost, forgotten or ignored. www.marval.co.uk

  6. Raise RFC Classify/Prioritise Approve Standard Change Process Schedule Build Test Approve Release Review Update CMDB Close RFC www.marval.co.uk

  7. Time Plan Release Release Development 1. Activities in each process step and procedure are documented and checked for completeness 2. With clearly defined roles and responsibilities Acceptance Testing Marval Change and Release Process Rollout Planning Rollout Preparation Release Deployment Release Review www.marval.co.uk

  8. Confirm business benefit and expected outcomes Define planned release date Agree scope of release and which change request(s) are to be included (large releases treated as project) Define required approvals, including authority to back-out Assess possible service outage period and workload estimates Identify any increase in resources/capacity required (e.g. staff, disk space, access rights, CPU size, network bandwidth, etc) Is it to be a one-hit release, or spread over an elapsed time period (rollout preparation) Identify which staff and resources are required to test Agree scope of testing plan Agree scope and schedule of support training plan Agree scope and schedule of customer training plan Agree scope of communicationplan Agree how release will be categorised Identify and agree monitoring period and success criteria/KPIs after installation Agree standard and emergency-change policy, procedure, authorisations and escalation Plan Release 1. 2. 3. Release Development 4. 5. Acceptance Testing 6. 7. Rollout Planning 8. 9. 10. 11. 12. 13. 14. Rollout Preparation Release Deployment 15. Release Review www.marval.co.uk

  9. Plan Release 1. 2. Raise parent Release/Change request in ITSM tool Create Installation instructions concatenate details from included change request(s) Document new features and functions Create test plan Create back-out plan Create support training plan Create customer training plan Create communication plan Identify amend/create related processes and procedures (for both support and customers) Identify amend/create support related processes and procedures Identify amend/create emergency change related processes, procedures and authorities Identify amend/create customer and 3rd party related processes and procedures Verify any identified known errors are input/available in the ITSM tool Release Development 3. 4. 5. 6. 7. 8. 9. Acceptance Testing Rollout Planning 10. 11. Rollout Preparation 12. 13. Release Deployment Release Review www.marval.co.uk

  10. Plan Release 1. 2. 3. Test Release plan Test back-out plan (if applicable) Test Release LOCAL (if required include customer representative in testing and signoff approval) Check feature and functions correspond to the documentation provided. Check-off ALL ‘expected’ content exists Confirm procedure for recording, classifying and relating incidents relating to the release in the ITSM tool Release Development Acceptance Testing 4. Rollout Planning 5. 6. Rollout Preparation Release Deployment Release Review www.marval.co.uk

  11. Plan Release 1. Identify release schedule possible conflicts with other changes and business critical periods Confirm training schedules still valid (Plan Release) Confirm release schedule(s) to required persons (support staff, customers, etc) Confirm monitoring period after release is still valid Identify who needs to be involved and when Are any special arrangement required ? Out-of-hours activity Remote or onsite access required Staff overtime re-imbursement Customer involvement Release Development 2. Acceptance Testing 3. 4. Rollout Planning 5. Rollout Preparation 6. • • • • Release Deployment Release Review www.marval.co.uk

  12. Plan Release 1. Confirm everything identified in planning stage still valid (Plan Release). Confirm to affected customers Date/time of release Possible business impact or service outage Process to report/escalate any problems Their approval to release is still valid Conduct training/awareness for affected staff on new release. e.g. Servicedesk Trainers Consultants Administration team Customers (if practical) 3rd parties Release Development 2. • • • • Acceptance Testing 3. Rollout Planning • • • • • • Rollout Preparation Release Deployment Release Review www.marval.co.uk

  13. Plan Release 1. 2. Do IT Monitor release (confirm success criteria/KPI attainment) Hold internal release review Update change release record in ITSM tool Record failed release elements as separate related incidents Notify Servicedesk Notify affected customers and stakeholders Update CMDB and related information Release Development 3. • • Acceptance Testing • • • Rollout Planning Rollout Preparation REL-230 INC-234 Release Deployment INC-235 Release Review INC-236 www.marval.co.uk

  14. Description: PC Rollout Release Status: Work In Progress Assignee: PC Support REL-230 Department: accounts Location: Kettering Status: scheduled Assignee: Alan Bain CHG-220 Release Progress to-date Department: accounts Location: London Status: Work in progress Assignee: Mark.Kovarski CHG-221 Department: Sales Location: Swindon Status: completed Assignee: Greg Pritchett CHG-223 Department: Sales Location: Bristol Status: completed Assignee: Raj Patel CHG-224 www.marval.co.uk

  15. Plan Release 1. 2. 3. 4. Confirm expected business outcomes achieved Obtain customer satisfaction signoff Review effectiveness of communications plan Identify any process, procedure improvements and record in ITSM tool as an Suggested Service Improvement (SSI) Identify areas identified for improvement Report on workload/time estimates vs. actuals Document identified service improvements to sell back to the business Make identified improvements (NOW) Release Development Acceptance Testing 5. Rollout Planning • 6. Rollout Preparation 7. Release Deployment Release Review www.marval.co.uk

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  19. Conclusion A good release process will ensure improved quality, reduced risk, with nothing being LOST, FORGOTTEN or IGNORED www.marval.co.uk

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