Service Introduction: Bridging the gap between development and support

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Pink Elephant Translating Knowledge into ResultsService Introduction: Bridging the gap between Development & Supportlets all just get along!Presented by: Peter Hubbard, Principal ITSM Consultant, Pink Elephant EMEAPink Elephant EMEA LtdThink Differently. Think PinkService Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved.Introduction Peter Hubbard PrincipaITSM Consultant Worked in ITSM for over 15 years Regular speaker at industry events Worked in all sorts of organisations, large and small. Finds his job quite fun.City of Londonhttp://images.google.co.uk/imgres?imgurl=http://services.exeter.ac.uk/eml/images/NHS_Logo.jpg&imgrefurl=http://services.exeter.ac.uk/eml/ehlnlh.html&usg=__Wfk8IZ1Vc7C2RglGrX-nJGeWP1Q=&h=286&w=705&sz=15&hl=en&start=1&um=1&itbs=1&tbnid=pan5rHuDRnJg9M:&tbnh=57&tbnw=140&prev=/images%3Fq%3Dnhs%2Blogo%26um%3D1%26hl%3Den%26safe%3Doff%26rlz%3D1I7GPEA_en%26tbs%3Disch:1http://images.google.co.uk/imgres?imgurl=http://services.exeter.ac.uk/eml/images/NHS_Logo.jpg&imgrefurl=http://services.exeter.ac.uk/eml/ehlnlh.html&usg=__Wfk8IZ1Vc7C2RglGrX-nJGeWP1Q=&h=286&w=705&sz=15&hl=en&start=1&um=1&itbs=1&tbnid=pan5rHuDRnJg9M:&tbnh=57&tbnw=140&prev=/images%3Fq%3Dnhs%2Blogo%26um%3D1%26hl%3Den%26safe%3Doff%26rlz%3D1I7GPEA_en%26tbs%3Disch:1Service Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved.The situation in the wildChange? Service Introduction? What's the difference?.Common Characteristics: Its not clear what the difference is between a Change and the introduction of a new service The Change Management tasked to perform as service introduction as well as their own role. Project Office and IT do not speak to each other. Continual issues between Project and Operational Management on the hand over of new Services Projects being delayed at the last minute by Change Management withholding authorisation Services introduced to the users without operational support knowing that they exist Project office regards IT as an obstacle to be worked around Project Managers not even aware of when, and why, they need to talk to ITService Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved.Service Introductions are S.E.P.s Things I wish someone had told the project manager Telling Change Management on Friday that a new service is being rolled out on Monday is not helpful. If there are errors in the software that are known to the developers at go live please tell us about them. Not all surprises are pleasant ones. Simply assuming that operational staff know how to look after your custom developed application is carrying optimism too far. Your workload may be reduced when you release the new service, but operations workload has just gotten larger. Help please!Service Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved.Service Introductions are S.E.Ps Things I wish someone had told the Change manager We have been working towards this for over a year. Its too late to throw your toys out of the pram the day before! The business is expecting this service and will notice if its not delivered on time. The project office is not a new innovation, you knew where we were, why wait to the last minute to object?! I don't have time to produce dozens of documents at this late stage! Stop making my job harder. I just want to do what I am employed to do!Service Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved. There is near universal confusion at the sharp end about WHAT the difference is between Change and Service Introduction! Project office don't know who they should engage with at what times. Change Management To respond to the customers changing business requirements while maximising value and reducing incidents, disruption and re-work Service Introduction Deploy services into production and establish effective use of the service in order to deliver value to the customer and be able to handover to service operationsThe hole that we dug for ourselvesService Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved. Arrange a meeting between Project Office and IT Operations department. Discuss the current situation, what works and what does not. Agree high level principles and policies that should be in place. Agree touch points to ensure smooth communication and formalise them Draw up an integrated way of working between the two areas. Tie both areas together. Provide documented templates to reduce rework and red tape Work out full process, then work out fast track.The solutionService Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved.Two ways of working with one end in mindService Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved.Service Introduction on one page109Service Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved. The trigger of service introduction is back at the design phase! Not just before go live!Tips from the trenches1st TipGo and introduce yourself to the PPO One global organisation found out that over 70% of their projects were being run by a first time project manager Make sure you can PROVEyou made it better or PPO will work about you. Take baseline snapshot before you start.Service Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved.Service Design Package (SDP)SDPBusiness Case and more Training Plan Operational DocumentationService Level RequirementsQuality TargetsBusiness Requirements Functional RequirementsTest Plans Service ContactsSkills MatrixCommunication PlanReadiness AssessmentService Acceptance CriteriaProceduresSupport DocumentationProcess(es)Measurement MatrixService Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved.SDP - TemplatesService Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved. The object is risk mitigation.NOT risk avoidance.Tips from the trenches2nd TipDon't go overboard with the templates! Starting point for one organisation was 114 documents to be completed before a service could be introduced!Service Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved.The SAC. Your checklist114Service Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved.Service Introduction Policy: making S.E.P into O.P!1. A Release must be raised at least 4 months before the final go live date.2. All Known Errors must be formally accepted by Problem Management no later than 2 weeks before go live3. Training must be provided to designated operational support staff no later than 2 weeks before go live4. A period of Early Life Support is mandatory for all Projects. This period will be not less than 4 weeks after go live and is part of the project lifespanService Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved.Service Introduction in full Crown copyright 2007 Reproduced under license from OGC. SD Figure 3.5SLR SLApilotSLRSLRSLRSLR SLALiveSLMSDPPilot or warranty periodLive operationDesign and developmentProject (Project Team)SAC SAC SAC SAC SAC SACDocument & agree businessrequirements(Strategy & Design)Design service solution (Design)Develop service solution (Design)Build service solution (Transition)Test service solution (Transition)StrategyDesignTransitionTransition & Operation involvementChange Management:RFC releasedApproved for designApproved for testApproved for developmentApproved for warrantyApproved for live releaseReview & closureBuild, Test, Release and Deployment ManagementOperationImprovementBusiness requirementsBusiness requirementsBusiness requirementsBusiness requirementsService Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved.Strategy & PlanningDesign and developmentSAC SACStrategyBusiness requirements Business requirementsDocument & agree Business requirements (Strategy & Design)Design service solution (Design)DesignTransition & Operation involvementProject (Project Team) Crown copyright 2007 Reproduced under license from OGC. SD Figure 3.5SLR SLRChange management: Approved RFC released for designService Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved. Involve the support staff in the testing and design activities. Ensure that relevant support quality targets are agreed by them as part of the process Tips from the trenches3rd TipInvolve Transition and Operation staff early in the process! Avoid the stunned bunny syndromeService Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved.Analysis & DesignDESIGN AND DEVELOPMENTBusiness requirementsTRANSITION & OPERATION INVOLVEMENTSACDesign service solution (Design)SACDesign service solution (Design)Business requirementsSDPDESIGNApproved Approved x Approved for design for development for buildSTRATEGYPROJECT (PROJECT TEAM)Build, Test, Release SLRSLRService Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved.Build, Test & ImplementBusiness requirementsDesign service solution (Design)SACDesign service solution (Design)Business requirementsSDP Crown copyright 2007 Reproduced under license from OGC. SD Figure 3.5TRANSITION & OPERATION INVOLVEMENTTRANSITIONBuild, Test, Release and Deployment ManagementApproved Approved Approvedfor build for test for warrantySLRSLRPROJECT (PROJECT TEAM)SACService Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved.OperationBusiness requirementsSACDesign service solution (Design)Approved Approved Approvedfor test for warranty live release Crown copyright 2007 Reproduced under license from OGC. SD Figure 3.5PROJECT (PROJECT TEAM)SACBuild, Test, Release and Deployment ManagementSACSLA PILOTSLRTRANSITION & OPERATION INVOLVEMENTPilot or warranty periodOPERATIONTRANSITIONSLMService Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved.Continual Service ImprovementSACDesign service solution (Design)SACSACSLA LIVEOPERATIONPilot or warranty period Live operationSLMSLA PILOTBuild, Test, Release and Deployment ManagementApproved x Approved Review & for warranty for live release closureCONTINUAL SERVICE IMPROVEMENTService Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved. If the process cannot be broken, it will be shattered.Tips from the trenches4th TipPlan for the process to be broken! This process is in place to protect the organisation. They are the shields Who is only person allowed to drop the shields?Service Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved. How do you know what good Change and Service Introduction looks like? Change ManagementIf you reach the end of the dayand nothing is on fire, noservices crash and the building isstill standing YOU WIN!Congratulationstomorrow is awhole new game Service IntroductionIf Project Management andOperational Support are stilltalking to each other, theService went live on time anddid what it was supposed to dowithout breaking anythingelseYOU WIN!So what does success look like?Service Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved.The results Going back after a yearService Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved.And going back after 2 years?126Service Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved.Questions?info@pinkelephant.co.ukwww.pinkelephant.co.ukPlease rate our webinar.What are we doing well? How can we make it better?127Follow us:

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