Service Delivery Processes. Control Processes Configuration Management Change Management. Resolution Processes

Transcription

1 Where in a World of Best Practice Standards does Perforce fit? Robert Cowham [email protected] VIZIM Worldwide, Inc 1

2 Drivers for Standards & Frameworks Corporate Governance/Regulatory Requirements Sarbanes-Oxley, COSO, ERM, COBIT, IFRS, BASEL II, Competitive Requirements CMMI, ITIL (ISO/IEC 20000) External Validation 2

3 CMMI Staged Maturity Levels 1. Initial (Ad hoc/chaotic/heroic) 2. Managed (Basic Practices Present) 3. Defined (Standard and Consistent) 4. Quantitatively Managed (Predictable) 5. Optimizing (Continuous Improvement) 3

4 CIMM Capability Im-Maturity Model! 0. Negligent (indifferent) -1. Obstructive (counter productive) -2. Contemptuous (Arrogant) -3. Undermining (Sabotage) Source: 4

5 ISO/IEC IT Service Management Standard Management system Planning and implementing service management (plan, Do, Check, Act) Planning and implementing new and changed services Capacity Management Service Continuity & Availability Management Release Processes Release Management Service Delivery Processes Service Level Management Service Reporting Source: Process diagram in ISO/IEC Control Processes Configuration Management Change Management Resolution Processes Incident Management Problem Management Information Security Management Budgeting and Accounting Relationship Processes Business Relationship Management Supplier Management 5

6 V2: ITIL CMDB (now CMS) A database that contains all relevant details of each CI and details of the important relationships between CIs V3 CMS: A set of tools and databases that are used to manage an IT Service Provider's Configuration data. The CMS also includes information about Incidents, Problems, Known Errors, Changes and Releases; 6

7 Where do your processes and procedures fit? Formal Standard (ISO/IEC / local variant) ITIL, BSI BIP series on Achieving ISO/IEC ISO/IEC Part 1 Specification Part 1 Specification BSI Part BIP Managers Code of Practice Guide ITIL Best Best Practices Supplementary Supplementary Material Material ITIL ITIL Self Self Assessment Assessment Questionnaire Questionnaire Managers Managers Guide Guide to to ITSM ITSM (BIP (BIP 0005) 0005) ITSM ITSM Self-assessment Self-assessment Workbook Workbook (BIP (BIP 0015) 0015) The image cannot be displayed. Your computer may not have enough memory to open the image, or the image may have been corrupted. Restart your computer, and then open the file again. If the red x still appears, you may have to delete the image and then insert it again. Implementation & CSIP plans Your In-house policies, Procedures processes, procedures / Work Instructions BSI 7

8 Current vs. Desired States Business IT (Live) IT Development 3 rd party partner Business Industry best practice ISO/IEC Service ITIL/CMMI Level 3 Application solution CMMI Level 2 Application code Organisation Today Application Environment Infrastructure ConnectSphere 8

9 Typical Opportunities for Improvement Organisation-wide CFGM roles/structure Management of Documents Management of Interfaces Service Transition (Release) Traceability 9

10 A Plethora of Documents Uncontrolled (fileshares) Inconsistent Naming Standards Status unclear Which is the master?! Is it approved/released? ed versions breed like rabbits! 10

11 Referring to a document via P4Web 11

12 The Resulting Document 12

13 Traceability with Jobs & P4DTG 13

14 Make links easy 14

15 A Python Custom Tool import P4 import win32api jobname = args[0] p4 = P4.P4() p4.connect() job = p4.fetch_job(jobname) win32api.shellexecute(0, "open", job["tt_url"], "", "", 1) 15

16 Case Study - The Challenge Financial Company Multi-site Multi-country Multi-platform/technology Short timescales for improvement 16

17 Why now? Risking per major incident! CM hidden issue People were aware of issues, but not my job! Cultural issue(s) 17

18 The Improvement Project Goals/Requirements Short initial timescale Satisfy CMMI (Level 3) and ITIL Produce CM Policy/Plan/Procedures and related collateral Repeatable review process and procedures Transplant internal best practice 18

19 Find out what is going on Workshops Structured interviewing Review against best practice Report results Management by PowerPoint! 19

20 So what was going on? Summary of Issues Project vs. Service mindset Lack of consistent approach to CM Many tools in use Some good practice Handover cracks Poor document management 20

21 Cloning the Bright Spots Characteristics: Java/web projects ( modern technologies) Under control Using Perforce! How could we transplant? Switch: How to Change Things when Change is Hard, Chip Heath & Dan Heath 21

22 Every organisation needs a configuration management function Needs (central) authority group Owner of organisation CM Plan Reviews detailed CM Plans Trains/educates Supports central tools 22

23 Process Collateral CM policy CM Strategy CM process and organisation CM plan Key process owned by EPG CM Procedures Tool specific Process specific 23

24 CM Strategy Evolutionary Develop internal consultancy and training services Perform CFGM Reviews Initial focus was on the recording and management of baselines Achieve basic configuration management control of applications Improve control of organisational and system interfaces Automate procedures (to reduce errors and effort on recording activities) Develop a project closure procedure 24

25 Collate and disseminate a common vocabulary/set of definitions Adapt industry terms to local usage Process Definitions/Steps Document naming conventions Master lists Service Catalogue (unique IDs) System Catalogue Feeds in to naming elsewhere System Interfaces 25

26 Projects think the job is done when they finish 26

27 But Application Development is not the Application Lifecycle 27

28 Development from scratch through to live deployment 28

29 Taking from live and delivering back an enhanced version 29

30 Interfaces What service does your development impact? Are they controlled? Environments? Databases Configuration Data? 30

31 People, Processes, Tools Perforce strengths: Fast Robust Scalable Multi-platform Easy to Integrate 31

32 Summary Ensure CM resourced correctly Management buy-in critical Look at overall CM documentation structure Manage: Documents Interfaces System documentation (for release) Traceability 32

33 Questions? 33