IPW Smart Delivery Management
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1 IPW Smart Delivery SPIder 10 juni 2003 Mark van der Velden , m.van.der.velden@quintgroup.com Outline! Introduction! The model! Examples! Other models! Final words
2 Software Engineering Institute, Carnegie Mellon University, Pittsburgh, USA Control Organisation Waardering Ondernemingsresultaten van door processen klanten Directing a Initia ting a Managi ng a project project stage project bo undaries Controlling Quality in a stage a project environment Managi ng product of risc delivery Stages Acquisition Initiation P Tendering r P Tendering o r P Tendering c o r u c o Contract monitoring r u ccontract monitoring e r u Contract monitoring m e r e m e n econtract m completion Contract completion t n e Contract completion t n t Plans Controls Acquisition Completion Leiderschap Beleid & strategie Waardering door personeel Acquisition planning activities Waardering Middelenmanagement delivery scenario maatschappij Overall service door determination Organisatie Resultaat Risk analysis Feedback Acquisition Acquisition Plan strategy design Marketing & Sales HRM Strategy Architecture Finance Decision point Relationship planning Security Financial organisation Build & Test set-up Continuity Availability Capacity Level Design Personeelsmanagement Incident Operations IPW is a registered trademark of Problem Operations Release IPW(tm) Smart Delivery Outline! Introduction! The model! Examples! Other models! Final words The method/terminology quagmire! We have improvement projects for PRINCE2, ITIL and CMM, can you help us to understand their coherence?! Our project leaders and software developers don t think that ITIL is relevant for them! What is require management? (question from a service manager)! projects are just big changes Complete and 3. Defined unabridged software Standard, and process consistent process 2. Repeatable Ability to repeat issues previous results 1. Initial Unpredictable process, not controlled! That s not a Request, but a Request for Measurable / predictable process and product quality of change and innovation 4. Managed Process measurement and prediction Manager s 5.Optimizing Focus on continuous improvement Desk s
3 The project managers challenge! With mature processes, a project manager has an easy job! With immature processes, a project manager has an easy job but a lot of work! With somewhat mature processes you do not want to be a project manager! We need a common understanding of processes across the development & service management borders Outline! Introduction! The model! Examples! Other models! Final words
4 Process Categories Relation Operations & Calls Relation Operations
5 Interfaces Relation SLA Operations Interface processes Relation Level Desk Operations
6 Delivery Processes a Directing a Relation Measurement & Analysis Causal Decision Financial Security Continuity Availability Capacity Level Problem Incident Technical Solution Product Integration Operations Desk Verification Validation Release Operations Stakeholders for require! Government Law, Regulations! Company Product Strategy Architecture Security! Business Units Functional! Operations Technical
7 s...! Business Units Production infrastructure s! Build & Test Infrastructure Outline! Introduction! The model! Examples! Other models! Final words
8 My telebanking system is not working a Directing a Relation Measurement & Analysis Causal Financial Security Decision Continuity Availability Capacity Level Problem Incident Technical Solution Product Integration Desk Operations Verification Validation Release Operations in default settings a Directing a Relation Measurement & Analysis Causal Financial Security Decision Continuity Availability Capacity Level Problem Incident Technical Solution Product Integration Desk Operations Verification Validation Release Operations
9 More users expected because of a marketing campaign... a Directing a Relation Measurement & Analysis Causal Financial Security Decision Continuity Availability Capacity Level Problem Incident Technical Solution Product Integration Desk Operations Verification Validation Release Operations New government regulations... a Directing a Relation Measurement & Analysis Causal Financial Security Decision Continuity Availability Capacity Level Problem Incident Technical Solution Product Integration Desk Operations Verification Validation Release Operations
10 Oops, a bug... a Directing a Relation Measurement & Analysis Causal Financial Security Decision Continuity Availability Capacity Level Problem Incident Technical Solution Product Integration Desk Operations Verification Validation Release Operations Outline! Introduction! The model! Examples! Other models! Final words
11 PRINCE2, CMM(I) and ITIL PRINCE2 Relation CMM(I) ITIL ITIL CMM(I) ITIL Operations CMM(I) Level 2 (Focus on basic project management) a Directing a Measurement & Analysis Relation Operations
12 CMM(I) Level 3 (Focus on basic project management & process standardization) a Directing a Measurement & Analysis Relation Decision Technical Product Solution Integration Verification Validation Operations PRINCE2 a Directing a Relation Operations
13 Basic ITIL view Relation Financial Security Continuity Availability Capacity Level Incident Problem Build Test Operations Desk Release Operations Outline! Introduction! The model! Examples of usage! Other models! Final words
14 Scope (based on Life Cycle) Research Initial Delivery Abandonment Production Innovation Adaptation Prevention Smart Delivery Correction Smart Delivery! Balanced view on service management and development management processes! Provides the development domain with the needed insight into the most relevant service management processes and vise versa! Build on existing knowledge and experience with well known process & maturity models CMM(I), ITIL, PRINCE2 Ontwikkeling Exploitatie X! Full blown new model solving your problems! Fully optimized view on delivery processes! Limited to CMM(I), ITIL, PRINCE2 process areas
15 D a r e t o c h a l l e n g e w w w. q u i n t g r o u p. c o m info@quintgroup.com Koninginneweg 162, 1075 EG Amsterdam, Tel Literature! Valdes, R., N. Drakos & T. Berg, Web-Site Deployment and Operations, Strategic Analysis Report R , GartnerGroup 1999.! Lanowitz, T., Just Testing Web s Puts you on a Path to Failure, Research Note COM , GartnerGroup, 2002.! Brittain, K., et al., Use Organization and Process to do More with Less, Research Note, Strategic, SPA , GartnerGroup, 2002.! OGC, Best Practice for Delivery, OGC: ITIL Managing ICT s. ISBN ! OGC, Best Practice for Support, OGC: ITIL Managing ICT s. ISBN ! CCTA, Managing Succesful s with PRINCE2. CCTA. ISBN ! Paulk, Mark C., et al. Capability Maturity Model for Software, Version 1.1. CMU/SEI-93-TR-24; also ESC-TR Pittsburgh, PA: Software Engineering Institute, Carnegie Mellon University, Feb
16 Literature (cont.)! CMMI Product Team. Capability Maturity Model Integration (CMMISM), Version 1.1. CMMISM for Systems Engineering, Software Engineering, Integrated Product and Process, and Supplier Sourcing (CMMI-SE/SW/IPPD/SS, V1.1) Continuous Representation. CMU/SEI TR-011; also ESC-TR Pittsburgh, PA: Software Engineering Institute, Carnegie Mellon University, March 2002.! CMMI Product Team. Capability Maturity Model Integration (CMMISM), Version 1.1. CMMISM for Systems Engineering, Software Engineering, Integrated Product and Process, and Supplier Sourcing (CMMI-SE/SW/IPPD/SS, V1.1) Staged Representation. CMU/SEI-2002-TR- 012; also ESC-TR Pittsburgh, PA: Software Engineering Institute, Carnegie Mellon University, March 2002.! DSDM Consortium, Framework for Business Centred, DSDM Manuel, Version ! Bom, Jeroen et al., Het ABC tot Integraal IPW, Implementatie van een Procesgerichte Werkwijzze, ICT Pocket Guides, tenhagenstam, Dutch.! Hagen, Lucille van der, Application s Library. Introductie Best Practices en Framework voor Application, ASL Foundation, 2001.
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