Service Introduction: Bridging the gap between development and support

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  • Pink Elephant Translating Knowledge into Results

    Service Introduction: Bridging the gap between

    Development & Support

    lets all just get along!

    Presented by: Peter Hubbard, Principal ITSM Consultant,

    Pink Elephant EMEA

    Pink Elephant EMEA Ltd

    Think Differently. Think Pink

  • Service 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 London

    http://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:1

  • Service Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved.

    The situation in the wild

    Change? 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

    IT

  • Service 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 operations

    The hole that we dug for ourselves

  • Service 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 solution

  • Service Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved.

    Two ways of working with one end in mind

  • Service Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved.

    Service Introduction on one page

    109

  • Service 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 trenches

    1st Tip

    Go 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 PROVE

    you 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)

    SDP

    Business Case

    and more

    Training Plan Operational Documentation

    Service Level RequirementsQuality Targets

    Business Requirements Functional Requirements

    Test Plans Service Contacts

    Skills Matrix

    Communication Plan

    Readiness Assessment

    Service Acceptance Criteria

    Procedures

    Support Documentation

    Process(es)

    Measurement Matrix

  • Service Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved.

    SDP - Templates

  • Service 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 trenches

    2nd Tip

    Don'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 checklist

    114

  • Service 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

    live

    3. Training must be provided to designated operational

    support staff no later than 2 weeks before go live

    4. 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 lifespan

  • Service Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved.

    Service Introduction in full

    C

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    SLR SLA

    pilot

    SLRSLRSLRSLR SLA

    LiveSLM

    SDP

    Pilot or warranty

    period

    Live

    operation

    Design and development

    Project (Project Team)

    SAC SAC SAC SAC SAC SAC

    Document &

    agree business

    requirements

    (Strategy & Design)

    Design

    service

    solution

    (Design)

    Develop

    service

    solution

    (Design)

    Build

    service solution

    (Transition)

    Test

    service solution

    (Transition)

    Strategy

    Design

    Transition

    Transition & Operation involvement

    Change Management:

    RFC

    released

    Approved for

    designApproved for test

    Approved for

    development

    Approved

    for warranty

    Approved for

    live release

    Review &

    closure

    Build, Test, Release and Deployment Management

    Operation

    Improvement

    Business

    requirements

    Business

    requirements

    Business

    requirements

    Business

    requirements

  • Service Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved.

    Strategy & Planning

    Design and development

    SAC SAC

    Strategy

    Business requirements Business requirements

    Document & agree Business

    requirements (Strategy & Design)

    Design service

    solution (Design)

    Design

    Transition & Operation involvement

    Project (Project Team)

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    Change management: Approved

    RFC released for design

  • Service 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 trenches

    3rd Tip

    Involve Transition

    and Operation staff

    early in the process!

    Avoid the stunned

    bunny syndrome

  • Service Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved.

    Analysis & Design

    DESIGN AND DEVELOPMENT

    Business requirements

    TRANSITION & OPERATION INVOLVEMENT

    SAC

    Design service

    solution (Design)

    SAC

    Design service

    solution (Design)

    Business requirements

    SDPDESIGN

    Approved Approved x Approved

    for design for development for build

    STRATEGY

    PROJECT (PROJECT TEAM)

    Build, Test, Release

    SLRSLR

  • Service Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved.

    Build, Test & Implement

    Business requirements

    Design service

    solution (Design)

    SAC

    Design service

    solution (Design)

    Business requirements

    SDP

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    .5

    TRANSITION & OPERATION INVOLVEMENT

    TRANSITION

    Build, Test, Release and Deployment Management

    Approved Approved Approved

    for build for test for warranty

    SLRSLR

    PROJECT (PROJECT TEAM)

    SAC

  • Service Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved.

    Operation

    Business requirements

    SAC

    Design service

    solution (Design)

    Approved Approved Approved

    for test for warranty live release

    C

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    PROJECT (PROJECT TEAM)

    SAC

    Build, Test, Release and Deployment Management

    SAC

    SLA PILOTSLR

    TRANSITION & OPERATION INVOLVEMENT

    Pilot or warranty period

    OPERATION

    TRANSITION

    SLM

  • Service Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved.

    Continual Service Improvement

    SAC

    Design service

    solution (Design)

    SACSAC

    SLA LIVE

    OPERATION

    Pilot or warranty period Live operation

    SLMSLA PILOT

    Build, Test, Release and Deployment Management

    Approved x Approved Review &

    for warranty for live release closure

    CONTINUAL SERVICE

    IMPROVEMENT

  • Service 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 trenches

    4th Tip

    Plan 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 Management

    If you reach the end of the day

    and nothing is on fire, no

    services crash and the building is

    still standing YOU WIN!

    Congratulationstomorrow is a

    whole new game

    Service IntroductionIf Project Management and

    Operational Support are still

    talking to each other, the

    Service went live on time and

    did what it was supposed to do

    without breaking anything

    elseYOU 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 year

  • Service Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved.

    And going back after 2 years?

    126

  • Service Introduction: Bridging the gap between Development & Support Pink Elephant 2014 unless otherwise stated. All Rights Reserved.

    Questions?

    info@pinkelephant.co.uk

    www.pinkelephant.co.uk

    Please rate our webinar.What are we doing well? How can we make it better?

    127

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