Management. ITIL Release. Dave Howard. A Hands-on Guide. CRC Press. Taylor & Francis Group. Taylor St Francis Croup, an Informa business

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1 ITIL Release Management A Hands-on Guide Dave Howard CRC Press Taylor & Francis Group Boca Raton London New York CRC Press is an imprint of the Taylor St Francis Croup, an Informa business AN AUERBACH BOOK

2 Contents Introduction xi 1 Overview 1 What Is Release Management? 1 Information Technology Infrastructure Library (ITIL) Service Management 2 Financial Benefits 3 Release Management and Project Management 4 Organizational Readiness...5 Practical Application 6 Baseline and Metrics 6 Concept Review 7 2 Basic Concepts 9 Objective and Mission 9 Release Policy and Procedures 12 Guidance 13 Facilitator 13 Governance 13 Release Standards 14 Basic Concepts 14 Release Models 14 Deployment Considerations 16 Release Schedules 17 Naming Conventions 18 Release Procedures 21 Emergency Releases 21 Roles and Responsibilities 22 Release Lifecycle 24 Definitive Media Library 24 Measures and Metrics 25

3 vi Contents Release Management Activities 25 Developmental Relationships 26 Operational Considerations/Total Cost of Ownership 29 Concept Review 30 3 Release Management and Project Management: Kissing Cousins 33 Differences 33 Similarities and Complementary Likeness 35 Release Plan and Project Plan 36 Tying It Together 36 Software/System Development Lifecycle (SDLC) vs. the Release Lifecycle (RLC) 39 Alignment Pyramid 41 Concept Review 43 4 Release Management Is Not Just for Software Development 45 Holistic Approach 45 Release Management and the Infrastructure 46 New Environment Request Process 46 NER Process Description 48 Step 3.0 New Environment Request Form (NERF) 49 Step 3.1 NER Review Meeting 50 Step 3.2 Produce the Infrastructure Design Document 50 Step 3.3 Design Approval 51 Step 3-4 Infrastructure Procurement 52 Step 3.5 Create the Configuration Items 52 Step 3.6 Build Environment 53 Step 37 Operational Readiness Testing 53 Step 3-8 Implement and Turnover 54 Concept Review 54 5 The Release Lifecycle 57 Benefits 57 Implementation Considerations 58 The Release Lifecycle 59 Artifacts 61 Initiation Phase 62 Step 1.0 Initiation 62 Step 1.1 Release Review 63 Step 1.2 Planning Meeting 64 Step 1.3 Release Plan 65 Step 1.4 Release Initiated 65

4 Contents vii Benefits 66 Artifacts and Documents Release Configuration and Build Phase 67 Step 2.0 Business Requirements and Functional Specifications 69 Step 2.1 Develop Application 69 Step 2.2 Code Accepted 70 Step 2.3 Deliver Code to DML Release Validated 71 Step Step 2.5 Build and Configure 71 Benefits 72 Artifacts/Documents 72 New Environment Request (NER) Phase 73 Benefits 74 Artifacts/Documents 74 Quality Assurance Phase 76 Step 4.0 Master Test Plan 77 Step 4.1 Release Testing Strategy 77 Step 4.2 Test Execution Plan 78 Step 4.3 Technical Test Execution...79 Step 4.4 User Acceptance Testing 80 Step 4.5 QA Acceptance 81 Benefits 82 Artifacts/Documents 82 Operational Readiness Phase 83 Step 5.0 Operational Readiness Entrance 83 Step 5.1 Final Operational Readiness Testing (ORT) 84 Step 5.2 Final OA Report 85 Step 5.3 Support, Escalation, and Turnover 85 Early Life Support 85 Step 5.4 Master Training Plan 88 Step 5.5 Service Level Agreement 88 Step 5.6 IT Service Continuity 89 Step 5.7 Final Operational Readiness Review 90 Benefits 90 Artifacts/Documents 91 Implementation Phase 92 Step 6.0 Implementation and Back-Out Plan 92 Step 6.1 Change Management 93 Step 6.2 Implement Release 94 Benefits 94 Artifacts/Documents 94 Post-Implementation Phase 95 Step 7.0 Post-Implementation Review/Lessons Learned 95

5 viii Contents Step 7.1 Complete Release Record 96 Step 7.2 Measure KPIs and Report 97 Step 7.3 Close Release 98 Benefits 98 Artifacts/Documents 98 Using the RLC 99 Right Sizing 99 Service Management Alignment 101 Change Management 101 Configuration Management 102 Availability and Capacity Management 103 Incident Management/Service Desk 103 Problem Management 104 Service Level Management 104 IT Service Continuity 104 Continual Service Improvement 105 IT Security Management 105 Knowledge Management 105 Procurement Management 105 Concept Review Release Measures and Metrics 107 Setting the Baseline 107 Value ofmeasurement 108 Components of Metrics 110 Measurement and Metrics 113 Concept Review Selling Release Management 117 Organizational Readiness 118 Executive Buy-In 118 Middle Management 119 Grassroots 120 Bubble-Up Methodology 121 Return on Investment 122 Release Management and the Business 124 Concept Review 124 Appendix A: Release Policy 127 Appendix B: RACI Matrix 153 Appendix C: Release Deliverables Checklist 159 Appendix D: Master Test Plan 163

6 Contents ix Appendix E: New Environment Request Form (NERF) 183 Appendix F: Infrastructure Design Document (IDD) 191 Appendix G: Security Risk Assessment 201 Appendix H: Functional Specifications 209 Appendix I: Operational Readiness Testing Manual (ORT) 225 Appendix J: Support and Escalation Turnover Document 255 Appendix K: Master Training Plan 271 Appendix L: Service Level Agreement Appendix M: IT Service Continuity and Recovery Plan 285 Appendix N: Post-Implementation Review 305 Index 311

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