two-speed transition: tradition & innovation
TRANSCRIPT
Two-Speed Transition:
Tradition & Innovation
itSMF UK Service Transition SIG23 November 2015
@ITSMFUKTransMgt #twospeed
Two speed transition
• two approaches
• three topics
• five minutes per slot
• six speakers
@itammartin #twospeed
Release - the traditional approach
Sue Cater
Principal Service Acceptance Manager
Atos
[email protected] #twospeed
Eight Steps1. Develop Release Management Policy and Strategy
2. Release Specific Initiation and Planning
3. Design, Develop, Build and Configure the Release
4. Hardware, Software, License Acquisition
5. Execute Release Plan
6. Release Acceptance – Final Operational Readiness Test
7. Deploy Release
8. Post-Implementation Review / Lessons Learned
[email protected] #twospeed
Stage 1 - Plan
Plan
1. Develop Release Management Policy and Strategy
2. Release-Specific Initiation and Planning:
3. Release planning meeting
4. Review Test plan
5. Develop communications plan
6. Develop plan for this release
[email protected] #twospeed
Stage 2 - Build
Build
1. Design, Develop, Build and Configure the Release
2. Hardware, Software, License Acquisition:
3. Develop Release Candidate – identify affected CIs
4. Retrieve baseline from SKMS
5. Execute Release Plan:
6. Release Validation - Review test plan including business and use test cases
7. Build and Configure Release Candidates
8. Technical Testing of release candidates individually and together
[email protected] #twospeed
Stage 3 - Accept
Accept
1. Release Acceptance – Final Operational Readiness Test:
2. ORT and UAT
3. Review SLAs to understand any impact on agreed service levels - manage
issues through with SLM
4. Ensure ITSC and BC plans have been updated/completed
5. Review Training Plan - ensure that all support team readiness activities are
either completed or on target to complete prior to termination of ELS
6. Ensure all support team communications are on track and that build team
understand the extent of their ELS commitment
[email protected] #twospeed
Stage 4 – Deploy
Deploy
1. Deploy Release:
2. Confirm all change approvals received
3. Review Communication plan and execute
4. Deploy release
5. Create request to update CMDB
6. Post Release validation
7. Notify Change Management
8. Invoke ELS and Transition to Operations
[email protected] #twospeed
Stage 5 - Review
Review
1. Post-Implementation Review / Lessons Learned:
2. Complete Release Record
3. Hold PIR – joint with client and other suppliers?
4. Capture Lessons learned
5. All completed documentation collected and associated to
Release close process
6. Release template updated as needed for future Releases
[email protected] #twospeed
Release - the agile approach
Matt Hoey
Change and Service Quality Manager
Grant Thornton UK LLP
@MattDHoey #twospeed
Agile release management• speed to market
• fail fast
• flexibility
• the right product
@MattDHoey #twospeed
Release Management1. Which of these do you feel is the most problematic?
2. Which of these would you be biased towards if there wasn't an easy
choice?
3. Which do you think works better for collaboration?
4. Which do you think is better for stability?
5. Which do you think is better for responsiveness?
#twospeed
The problem
*referencing http://www.itskeptic.org/dead-cat-syndrome
Help Desk Calls
Emails
?Web Forms
Application
Projects
Enhancements
Hosting
Infrastructure
Server
Storage
Network
Other
Workplace
Desktop
Messaging
Access
Telecom
End User
On-Board a New Employee, Request System Access, Change a Report
Business Executive
Manage IT Budgets & Costs, Track Service Quality
IT Customer Perception
How can we tell if what we are spending on IT is reasonable?
No transparency into IT spend and value of services provided
Why does it take so long for a simple request?
IT is difficult to work with, service quality not consistent
IT Challenges
Little ability to influence consumption, no cost visibility
Poorly-defined services, no standardization, limited control
Ad-hoc service delivery, each request treated as a one-off
Lack of coordination between technology silos within IT
Conflicting Processes
Disconnect Between IT and Internal Customers
@vawns #twospeed
• Who do you support?
• When do you provide support?
• How do you provide support?
• What do you support?
Common service assumptions…Everyone!
…Always!
…The customer’s way!
…Everything!
@vawns #twospeed
• Know your audience (requirements, business perspective, technical views)
• Link to the Service Portfolio
• Align with business priorities
• Frame the discussion for planning
• Know your supporting players
• It’s good to talk
• Use it or lose it!
Sorting it out
@vawns #twospeed
• Self Service
• Entitlement-based view
• Browse, search, order services
• Check real-time status online
• Order-on-behalf, email approvals
• One Point of Contact
• Service requests, requests for change, incidents, information requests – IT and beyond IT
• Application enhancements, project requests, non-standard services, business services
• Pre-defined Content
• Componentisation and reusability
• Provisioning Connection
• Servers
• Desktop
• Access
Service Request Catalogue
@vawns #twospeed
• Measure and reward Service Catalogue use
• Discourage Service Catalogue by-pass
• Most important for the Service Catalogue owner/manager:
• The Service Catalogue must be the most credible source of service information. Any errors found by users or testing must be corrected quickly
• The Service Catalogue must present what Customers and Users need and in their terminology
• The Service Catalogue must be simple and easy to use
• The Service Catalogue must include the most sought after information
Use it or lose it!
@vawns #twospeed
What does good look like?
Some real world examples
Release times reduced
Changes deployed out side the process decreased by 95%
10% reduction in issues found during DR tests
DR in sync with production
@vawns #twospeed
Catalogue - the agile approach
Patrick Bolger
Chief Evangelist
Hornbill Service Management
@patb0512 #twospeed
Themes, Epics & StoriesProject
Launch new Service Request
Catalog
Themes
Incident Management
Service Request Catalog
SLA Reporting
Epics
Enable single sign on access
Users can view/manage callsAs (who), I want (what), so
that (why)…
Stories
Tasks
@patb0512 #twospeed
ITSM meets AgileITSM Product Backlog
Request Fulfilment Incident ManagementProblem
Management
Epic Epic Epic
User
Story 1
User
Story 2
User
Story 3
User
Story 1
User
Story 2
User
Story 3
User
Story 1
User
Story 2
User
Story 3
Story Story Story Story Story Story Story Story Story
Sprint 1 Sprint 2 Sprint 3
ITSM Sprint Backlog
@patb0512 #twospeed
• Identify service need (new, change, improve)
• Start with something manageable and achievable
• Break down need (themes, epics and user stories)
• Self-organising team works out the ‘how’
• Use t-shirt sizing to estimate effort
• Set simple goals
• Run a short sprint (fixed time)
• Review sprint and plan next iteration
• Continuous improvement optimizes agility
Get going with agile
@patb0512 #twospeed
Service Catalogue1. Which of these do you feel is the most problematic?
2. Which of these would you be biased towards if there wasn't an easy
choice?
3. Which do you think works better for collaboration?
4. Which do you think is better for stability?
5. Which do you think is better for responsiveness?
#twospeed
• Design coordination
• Service design pack
• Training
• Transition planning and support
• Testing
• Handover documentation
• Specifically impact of operational processes
• Communication plan
• ELS agreement
ELS – how to avoid the dead cats!*
*referencing http://www.itskeptic.org/dead-cat-syndrome
Peter Mills #twospeed
• People
• Project Manager BRM
• Project Team Resolver Group
• Service Architect Service Desk
• Users/Customer BRM
• Process
• Communication
• How long will ELS last?
• Because SLAs will be reduced/suspended
• What are the exit criteria?
ELS – how to avoid the dead cats!
Peter Mills #twospeed
ELS - the agile approach
Jon Morley
Service Transition Manager
The University of Nottingham
@JonMorleyITSM #twospeed
Innovating ELS - approach• Define and agree your requirements and acceptance criteria for ELS like any another non-functional requirement
upfront -
• This is regardless of whether or not this is part of Agile Sprints or traditional requirements gathering activities
• Requirements and criteria should involve identifying
• Length of the time boxed warranty period
• Where it needs to be located e.g. onsite
• Any special requirements e.g. floor walking
• Identify your stakeholders – project and support teams, suppliers, partners, senior managers and customers – and
get their input into the requirements
@JonMorleyITSM #twospeed
Innovating ELS – tools & methods• Have a Kanban board or similar to show the work in progress
• Agree the “rules” of the board with your team e.g. the amount of columns, prioritisation,
significance of issues, how to deal with blockers and so on
• You should continue to use existing tools for logging calls e.g. via your ITSM tool –
otherwise your board and team can get bogged down / duplicate effort
• Develop and follow an appropriate high level stakeholder plan to compliment lower
level implementation and back out plans
@JonMorleyITSM #twospeed
Innovating ELS – people & collaboration
• Walk your stakeholders – particularly Senior Managers and
Customers through the plan and agree the communication
checkpoints e.g. daily / weekly reports
• Have representatives add cards to the Kanban board in
accordance with the agreed ‘rules’.
• Ensure people do not circumvent the existing ticket logging /
incident process.
• Undertake regular (ideally daily) stand ups for a maximum of 15
minutes with the right people e.g. project team, support and the
customer together.
• Facilitate resolution of any issues requiring deeper investigation
outside of the stand up
@JonMorleyITSM #twospeed
Early Life Support1. Which of these do you feel is the most problematic?
2. Which of these would you be biased towards if there wasn't an easy
choice?
3. Which do you think works better for collaboration?
4. Which do you think is better for stability?
5. Which do you think is better for responsiveness?
#twospeed
Continue the debate
• follow the SIG - @ITSMFUKTransMgt
• join the SIG's LinkedIn group
• join the Service Transition SIG
#twospeed