Release Management Release Management Release, Release Features and Migration Prepared by: SDT Phase 2 Project Team Last modified: 7 November 2013 (version 2.1)
Contents Resources...ii Glossary...ii Release Management... 3 Release Application... 4 SDT Roles... 4 Release Module (EIS Managers)... 4 Products... 5 Related Links Product Hierarchy... 6 Releases... 7 Related Links Release Hierarchy... 10 Release Statuses... 10 Release Features Module (all EIS)... 11 Feature Form... 12 Feature Categories... 13 Feature Statuses... 13 Feature Prioritisation... 14 Feature Schedule... 14 Release and Feature Percent Complete Details... 14 Linking Records... 15 Feature Communication and Notifications... 16 Migration Module (all EIS)... 17 Migration Request Form... 17 Migration View All List Symbols... 17 Updating Migration Request Records... 18 Migration Request Process... 19 Migration Request Notifications... 20 EIS SIR Migration Request Form (prior to SDT Phase 2 Project)... 21 Comparison of SDT and EIS SIR Migration Field Names... 22 7 November 2013 - i - CRICOS No. 00233E
Resources Service desk www.griffith.edu.au/servicedesk Service Desk Tool training (self-help resources and reference guides) https://intranet.secure.griffith.edu.au/computing/service-desk/service-desk-tool/training About ITIL https://intranet.secure.griffith.edu.au/computing/service-desk/about-itil Incident Management, Change Management and Problem Management Handbooks https://intranet.secure.griffith.edu.au/computing/service-desk/about-itil SQISS https://poc-app.secure.griffith.edu.au/sqiss/ SharePoint https://sharepoint.griffith.edu.au/icts/cita/insconsulting/sqiss%20documentation/forms/allitems.aspx?initialtabid=ribbon%2elibrary&visibi litycontext=wsstabpersistence Glossary Acronym ITIL QA RFC SDT SLA SQISS Information Technology Infrastructure Library Quality Assurance Request for Change Service Desk Tool Service Level Agreement Service Quality Improvement Support System 7 November 2013 - ii - CRICOS No. 00233E
Release Management Release & Deploy Process Flow Support Team Process Client/ Business Release Management Process Deployment/Migration Process CAB Start Start Start Approve Migration Identify Requirement Migration Complete Identify configuration changes and work with Team to propose a solution. Work with Teams and client to propose a solution. No Update Migration No Update Migration Accept Proposed Solution Completion Notification Create a Feature Reqeust Create placeholder RFC Automatic Notification Final Migration Ready Analyse, develop and build a solution Yes Change Management Process RFC Process Requestor and Ownership Group Manager Testing/QA the solution Update Feature Request No All Tasks Completed Create a Migration Awaiting Migration Yes Automatic Notification All Tasks Completed Liaise Verify Accept Final Solution/Test Final Migration Yes Completion Notification Resolve Feature Request Notification End End End Figure 1: Release and Deploy Process Flow 7 November 2013-3 - CRICOS No. 00233E
Release Application Release Management is the process responsible for the planning, design, build, configuration and testing of hardware and software to create a defined set of release components. Release Management can be effectively used to coordinate releases as a vehicle for planning releases, composed of individual features. The Release Application handles releases using the task record system. Each planned feature is generated through a variety of means as a task record, populated with the pertinent information in individual fields. These tasks are assigned to release management team members, who will deal with the task as appropriate until the release has been properly deployed. The Release Application contains the following modules: Release Release Features Migration SDT Roles Figure 2: Release Application Access to the Release Application modules is based on Service Desk Tool (SDT) role: EIS Managers have access to Release, Release Features and Migration modules. They can o create new Product records o create new Release requests from a Product record and assign them to the appropriate group/group member o create new Feature and Migration records o access tasks assigned to them from the Assigned to Me and Assigned to My Group(s) modules o view all Product, Release, Release Features and Migration records EIS Users have access to Release Features and Migration modules. They can o create new Feature and Migration records o access tasks assigned to them from the Assigned to Me and Assigned to My Group(s) modules o view all Feature and Migration records Release Module (EIS Managers) Figure 3: Release modules 7 November 2013-4 - CRICOS No. 00233E
Products Products represent the hardware or software for which releases are built. A Product record is associated with a Configuration item in the CMBD and stores information about the product for reference purposes, as well as grouping together all of the releases and features for a single product. This enables independent processes to be maintained while at the same time combining them together into a single notion of a Release. To create a new Product record: 1. Go to the Release module and select Products. 2. Click New at the top of the Products list. 3. A new Product form opens. Figure 4: Products list Figure 5: New Product form 4. Complete the required fields. Field Number Configuration item Assignment group Assigned to Summary Description Internal Notes Input value Unique identifier for the Product record, beginning with PDCT. The CI that corresponds to the product. Group responsible for the product. A user responsible for the product. A short description of the product. A more detailed description of the product. A journal field for logging notes about the product. Table 1: Product form fields 7 November 2013-5 - CRICOS No. 00233E
5. Select Save to activate the Related Links and Releases related list. Figure 6: Product form Note: The Configuration item active tasks icon indicates that the configuration item has other active Service Requests, Change Requests, Problems or Features recorded for it. Click the icon to display the records. Click the CI map icon to display the hierarchy of configuration items. Right click on a map node and select Set as CI. This will replace the value in the record s CI field with the name of the selected CI. Related Links Product Hierarchy The Product Hierarchy related link will display the hierarchy of Releases and Features related to the Product record. Product Release/s Feature/s Figure 7: Product Hierarchy 7 November 2013-6 - CRICOS No. 00233E
Releases and Features related to a Product record can also be viewed from the Release > Products module. 1. Select the Release > Products module in the navigation pane. 2. Click the Display/hide hierarchical lists arrow next to the Product record number to display all related Release records. 3. Click the Display/hide hierarchical lists arrow next to the Release record number to display all related Feature records. Product record Release record Feature records Releases Figure 8: Product list related Release and Feature records Releases represent a planned release for a Product. The content of the Release is defined by the Features that it implements. There are no Service Level Agreements (SLAs) attached to a Release. To create a Release: 1. Navigate to the appropriate Product record 2. Scroll down to the Releases related list and select New to open a new Release form or Edit to add existing Release records. Figure 9: Create a Release from a Product record 7 November 2013-7 - CRICOS No. 00233E
Figure 10: New Release form 1. Complete the fields and select Save to remain in the record. This will activate the Related Links and the Features related list at the bottom of the form. Note: Schedule tab the child Features will drive the schedule. Planned start date and Planned end date rollup occurs when child tasks (or features) are created. The duration of the parent automatically adjusts to cover its child tasks. Figure 11: Release form Related Links and form tabs 7 November 2013-8 - CRICOS No. 00233E
2. Features define tasks associated with the Release. Go to the Features related list in the Release record and select New to open a new Feature form or Edit to add existing Feature records. When a new Feature form is opened from a Release record, the Release number will automatically populate the Parent field and the Product record number will populate the Top task field. A breadcrumb trail will display as a series of links below the Parent field. Figure 12: New Feature form created from Release record 7 November 2013-9 - CRICOS No. 00233E
Related Links Release Hierarchy A number of Feature records can be related to a Release. The Release Hierarchy related link will display the hierarchy of Feature records related to the Release record. Release Feature/s Figure 13: Release Hierarchy Features related to a Release record can also be viewed from the Release > Releases module. 1. Select the Release > Releases module in the navigation pane 2. Click the Display/hide hierarchical lists arrow next to the Release record number to display all related Feature records. Release record Feature records Figure 14: Releases list related Feature records Release Statuses Statuses Open On Hold Scoping Work in Progress Testing/QA Deploy/Migrate Use when The initial status for all records. The Release and all associated tasks are not currently being progressed or scheduled for movement into production. The Release is being assessed to determine the amount of work involved. The Release has been acknowledged by the assigned analyst and is in the process of being analysed, designed and developed. The Release is going through a process of quality assurance and testing. The Release is being moved into the appropriate environment. 7 November 2013-10 - CRICOS No. 00233E
Resolved Closed Cancelled The Release has been moved into production and all required tasks are complete. The record can be reopened within three days from the resolved date. Final status for all records. The record cannot be reopened. The record is no longer required or it is a duplicate. This results in a status of Closed. Table 2: Release Statuses The Release, Feature and Migration forms include a process flow formatter, which displays the current status of the record based on the Status field. Figure 15: Process flow formatter Release Features Module (all EIS) Release Features represent the individual changes being made to the product. A new Feature record can be created from Figure 16: Release Features Module 1. Release form Features related list (refer to section on Releases) (EIS Managers only) 2. Release Application > Release Features Module > Create New Feature (all EIS) 3. An existing Service Request record right mouse click the form header bar and select Create Release Feature (all EIS) Figure 17: Create Release Feature from a Service Request record 7 November 2013-11 - CRICOS No. 00233E
A confirmation button will appear. Click OK to continue. Figure 18: Confirmation button Feature Form Figure 19: Release Features Create New Feature form 7 November 2013-12 - CRICOS No. 00233E
Feature Categories The Category field is mandatory (refer to the SDT Feature form for an up to date list of Category options). Categories Enhancement Defect Documentation Testing Other Table 3: Feature form categories Feature Statuses A Status code may be assigned automatically (e.g. upon creating a new record) or manually updated by the analyst assigned when activity progresses. Note: The Release, Feature and Migration forms include a process flow formatter, which displays the current status of the record based on the Status field. Statuses Open Awaiting External Response Awaiting Client Response Scoping Work in Progress Testing/QA Deploy/Migrate Resolved Cancelled Closed Use when The initial status for all records. A notification is sent to the requestor. Waiting for the external service provider to provide information/service. Waiting for the client to provide further information. The Feature is being assessed to determine the amount of work involved. The Feature has been acknowledged by the assigned analyst and is in the process of being analysed, designed and developed. The Feature is going through a process of quality assurance and testing. The Feature is being moved into the appropriate environment. The Feature has been moved into production and all required tasks are complete. A notification is sent to the requestor. The record can be reopened within three days from the resolved date. The record is no longer required or it is a duplicate. This results in a status of Closed. A notification is sent to requestor. Final status for all records. The record cannot be reopened. Table 4: Feature Statuses 7 November 2013-13 - CRICOS No. 00233E
Feature Prioritisation The priority is the value given to a new record to indicate its relative importance in order to ensure the appropriate allocation of resources and to determine the timeframe within which action is required. Priority is determined by impact on the business and urgency i.e. how the affected end users work processes is affected. There are no SLAs attached to a Feature record. Refer to the Service Desk Tool Quick Reference Guide Priority Matrix to determine the appropriate priority. Feature Schedule Planned start date and Planned end date rollup occurs when features are created. The duration of the release will automatically adjust to cover its child tasks (features). Figure 20: Feature Schedule Release and Feature Percent Complete Details The Percent complete column appears as a progress bar in Releases and Features lists. The percentage figure in a Release record is automatically calculated based on the Percent complete of the related Feature/s records. Figure 21: Releases list Percent complete column 7 November 2013-14 - CRICOS No. 00233E
The percentage figure in a Feature record is automatically calculated based on the status of the Feature record. Percent % Status 0 Open 20 Scoping 40 Work in Progress 60 Testing/QA 80 Deploy/Migrate 100 Resolved Figure 22: Features list Percent complete column Linking Records 1. Record Linking tab Feature records can be linked to a Related Change Request (standard RFC), a RFC Link (non-standard RFC) to the SQISS database or a Related Problem. 2. Migration Requests tab View related Migration Requests. Select New to create a new Migration Request record. The Feature record number will auto populate the Related Release Feature field in the new Migration Request record. 3. Child Feature Records tab Child Feature Records can be added to a Parent Feature record by selecting New (to create a new Feature record) or Edit (to add existing Feature records). 4. Related Service Requests tab View Related Service Requests. Existing Service Request records can be added by selecting Edit. 1 2 3 4 Figure 23: Feature form tabs linking records 7 November 2013-15 - CRICOS No. 00233E
Note: If a Feature record is created from a Release record, details of the Top task (Product record) and Parent (Release record) will appear under Classification. Feature Communication and Notifications Figure 24: Feature record Top Task and Parent fields Communication via 1. Requestor communications tab details sent to the Requestor upon saving. 2. Stakeholder communications tab details sent to all Stakeholders upon saving. Feature email notifications are automatically sent when the following occurs: 1. The Requestor receives notification when a record is created. 2. The Assignment group receives notification that a record has been assigned to their group. 3. The Assignment group Manager receives notification that a record has been assigned to their group. 4. The Assigned to analyst receives a notification that a record has been assigned to them. 5. Priority 1 and 2 records the Service Desk Management Team receives notification. 6. Record work noted (Internal notes) if anyone other than the Assigned to analyst enters details in this field, a notification is sent to the Assigned to analyst. Details entered in this field are not visible to the Requestor or Stakeholder/s. 7. Record work noted (Internal notes) if the Assigned to field is empty, the Assignment group will receive the notification. 8. Details entered under the Stakeholder communications tab all Stakeholders are notified. 9. Assignment group changes notification is sent to the Assignment group Manager and Assignment group if the Assigned to field is empty. 10. The Requestor receives notification when a record has been resolved. 7 November 2013-16 - CRICOS No. 00233E
Migration Module (all EIS) A Migration Request tracks release features to different environments. Migration Request Form Migration View All List Symbols Figure 25: Migration Request Form Symbol Meaning Approved and ready to migrate. Not yet approved. Migration Request Date is in the future and the request has been approved. Figure 26: Migration List Symbols 7 November 2013-17 - CRICOS No. 00233E
Updating Migration Request Records 1. Approve Target button: Select this button to approve the migration for the target environment. The approval history will be updated to show that the migration from the source to the target environment has been approved. Note: This button is only available to Group Managers. 2. Migration Complete button: Select this button when the migration from the source to the target environment is complete. The work notes will be updated to show that the Migration from the source to the target environment is complete. 3. Final Migration button: Select this button when the last migration to production is complete and you want to close the record. A confirmation will be available and once confirmed the work notes will be updated to show that the Migration from the source to the target environment is complete and the job will be resolved. Note: This button is only available when the Target Environment is a Production Environment. 4. Reopen Migration button: Select this button to reopen a resolved Migration Request. Note: This button is only available to Group Managers and only available for three Days after closing a migration. 5. Copy Migration list and menu option: Select this button to copy the current migration and its details (including attachments) into a New Migration Request. 6. Cancel Migration menu option: Select this action to cancel the Migration Request. This will Close the migration. 7. Save or Save & Exit button: Select these buttons to save any changes made to the form. 8. Cancel button: Select this button to discard any changes made to the form. 6 5 1 3 2 7 8 Figure 27: Migration Request Form Actions Migration Button and Menu Actions 7 November 2013-18 - CRICOS No. 00233E
Migration Request Process Cancel Request Copy Request Update Request [Save or Save and Exit] Assignment Group Assigned To Assigned To Empty? Yes No Assignment Group - Managers Assigned To and Assignment Group - Managers Create Request Mandatory Assignment Group 001 Approve Target Only Group Managers can Approve Migrations Production Target? No 002 Migration Complete Assignment Group - Managers NO Assigned To Empty? YES NO Assigned To Assigned To Empty? YES Assignment Group - Members Yes Requestor and Ownership Group - Managers 003 Final Migration Only Group Managers can select Final Migration No Successful Prod Migration? 004 Reopen Migration Only Group Manager can reopen migrations Assigned To and Assignment Group - Managers Yes Auto Close 3 days Assignment Group - Managers Requestor and Ownership Group - Managers Figure 28: Migration Request Actions 7 November 2013-19 - CRICOS No. 00233E
Migration Request Notifications Migration Request email notifications are automatically sent when the following occurs: 1. The Assigned to analyst and the Assignment group Manager will receive notification when a request is assigned to them. 2. If the Assigned to field is empty, the Assignment group Manager will receive notification that a request is assigned to their group. 3. The Assigned to analyst will receive notification when the request is approved. 4. The Assignment group will receive notification when the request is approved. 5. The Requestor and Ownership Group Manager will receive notification when the Migration is complete. 6. The Assignment group Manager will receive notification if a resolved Migration is reopened. Migration Request Statuses and Emails Open Assignment Group - Managers Assigned To and Assignment Group - Managers 004 Reopen Migration 001 Approve Target Assignment Group - Managers Assigned To Approved Assignment Group - Members 001 Approve Target 002 Migration Complete Migrated 003 Final Migration Requestor and Ownership Group - Managers Resolved Cancelled Closed Figure 29: Migration Request Statuses and Emails 7 November 2013-20 - CRICOS No. 00233E
EIS SIR Migration Request Form (prior to SDT Phase 2 Project) Figure 30: EIS Migration Request Form used prior to SDT Phase 2 Project Go Live November 2013 7 November 2013-21 - CRICOS No. 00233E
Comparison of SDT and EIS SIR Migration Field Names SDT Comments SDT Field Name EIS SIR Migration Field Name EIS SIR Migration Field Comments Automatic generated field date and time record opened. Automatically assigned unique identifier (SDT has multiple forms for input: SR Incident or Request, CO Change Request, PRB Problem, MIG Migration, BLD Build). Note: Build and Migration modules are located under the Change Application in the Navigation frame. Pre-populated with name of the analyst who opens the Migration record. Pre-populated with the analyst s primary group. Opened Date Submitted Date and time Migration created. Number Migration Number Single form for input. Systemgenerated unique identifier. Number increments by one. Migration naming standards are GUSIR + SIR NUMBER or GURSIR + SIR NUMBER for research specific projects. Opened by Submitted By Name of person who creates the Migration. Analyst primary group Submitted Team Records the EIS Team that creates the Migration. The person requesting the Migration. This field is editable. The Requestor will receive notification when the Migration is complete. Requestor Similar to Submitted by 7 November 2013-22 - CRICOS No. 00233E
SDT Comments SDT Field Name EIS Migration Field Name EIS Migration Comments The group submitting the Migration Request. This field is editable. The Ownership Group will receive an email notification when the Migration is complete. Ownership Group Similar to Submitted team Mandatory field EIS Team primarily responsible for the overall resolution of the Migration. Assignment group Assigned to Team EIS Team primarily responsible for overall resolution of the Migration. Name of the analyst responsible for the Migration. The Assigned to analyst will receive an email notification when a request is assigned to them. Assigned to Assigned to Project Project Release Release 7 November 2013-23 - CRICOS No. 00233E
SDT Comments SDT Field Name EIS Migration Field Name EIS Migration Comments Mandatory field Migration time slots: 12:00 pm to non-production environments 3:00pm to non-production environments 9.00 am to non-production environments Prod Urgent Migration Window Migration Window Migration time slots are at 9.00 am to non-production environments 12:00 pm to non-production environments 3:00pm to non-production environments 3:00 on Wednesday to production Migrations are checked at the specified time slots so late approvals or urgent migrations will need to be announced by the submitting team in order to have them done when required. Mandatory field Migration Request Date Migration Request Date Automatically populated with the date and time migration completed Migration Complete Migration Completed Date Options displayed at the top of the form: Open, Approved, Migrated and Resolved Status Status 7 November 2013-24 - CRICOS No. 00233E
SDT Comments SDT Field Name EIS Migration Field Name EIS Migration Comments Mandatory field can only select one environment. Data points to the Environments module listed under the Configuration Application in the Navigation frame. New Environments can be added as required by selecting the New button. Source Environment Source Environment In order to allow for statistical reporting it is a requirement that migration requests be to one environment only. Mandatory field can only select one environment. Data points to the Environments module under the Configuration Application in the Navigation frame. New Environments can be added as required by selecting the New button. Target Environment Target Environment In order to allow for statistical reporting it is a requirement that migration requests be to one environment only. Options include Object Migration, Data Migration and Object Migration standard GP IA Change. Migration Type Migration Type Related Standard Change Request record. Use the Lookup using list icon to locate the Change Request number or enter the number manually. Related change Related RFC 7 November 2013-25 - CRICOS No. 00233E
SDT Comments SDT Field Name EIS Migration Field Name EIS Migration Comments Add link to SQISS. Click the padlock icon to activate the field. Copy the link from SQISS and paste it into this field. RFC Link Mandatory field only one related Build record can be added. Use the Lookup using list icon to locate the Build Request number or enter the number manually. Build Request records can be added as children to a parent Build Request record. The parent record can be entered in the Related Build field. Related Build Related SIR 1 Related SIR 2 Related SIR Title Work Unit Name Work Unit Name Each migration will have no more than one work unit attached to any migration so each individual migration can be tracked to each environment easily. General Design General Design Auto timer details are recorded against actions taken. This can be manually updated. Auto timer 7 November 2013-26 - CRICOS No. 00233E
SDT Comments SDT Field Name EIS Migration Field Name EIS Migration Comments Allows analysts to enter comments on work undertaken. Also records details of the migration history. Spellcheck available. Work notes tab Internal notes Revision Log Comments Details all activities that have occurred within the Migration record. Approval tab: Approval Approval set Approved by Approval history History tab Revision Log Comments Action Date/Time Approved/Revised by The migration history is reviewed to ensure all environments have been migrated to. Attachment icon located in the form header bar. Can add multiple attachments. There is no restriction on file type or size. Attachments are searchable via global search. Encrypted documents are not searchable. Note: Email icon (form header bar) able to email attachments to the recipient/s. Attachments sent by this method are not automatically appended to the record and cannot be viewed under the history tab. Attachments Impact List Attachment 7 November 2013-27 - CRICOS No. 00233E