IT Infrastructure Management

1. IT Infrastructure Management IT Infrastructure Library Best Practice

2. Sources • IT Infrastructure Library • OGC Service Desk Rosebery Court St Andrews Business Park Norwich NR7 0HS Tel: +44 (0) 845 000 4999Email:ServiceDesk@ogc.asi.gov.uk Web site: http://www.ogc.gov.ukhttp://www.itil.co.uk

3. 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

4. Table of Contents • IT Deployment Management • IT Operations Management

5. 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

6. A deployment project • Recognise and maintain the standards and procedures • Define 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

7. 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.

8. IT Deployment ManagementBasic Concepts • Initiation • Planning • Execution • Close-down

10. Deployment Objectives • create, maintain and manage a plan that contains clear statements on scope, schedule and resources • set 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

11. Objectives • execute 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.

12. 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

13. Deployment Costs • the implementation of process improvement and cultural change • appropriate training and professional development of staff involved in deployment projects.

14. 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

15. 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.

16. The roles and responsibilities • Deployment Process Owner • Deployment project manager • Deployment Coordinator • Deployment Analyst • Deployment Team Member

17. External interfaces • Configuration Management • Change Management • Release Management • Service Desk

18. 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.

19. Change ProcessFlow

20. 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.

21. Metrics • Progress 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

22. 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

23. Processes and deliverables • Working environments • development environment • test environment • acceptance environment • production environment

24. 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

25. 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

26. Processes and deliverables • Acceptance testing • Testing methodologies • Functionality tests • Performance and volume tests • Documentation • Reporting

27. 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

28. 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.

29. Processes and deliverables • Roll-out phase (cont.) • Testing • Roll-out affect the production environment directly • Execute the roll-out plan • After-care period

30. Processes and deliverables • Handover • Post-project evaluation • Project sign-off • a point where new business and initiatives can start

31. 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.

32. Tools • Project Management tools • Development tools • Test tools