Service Delivery Processes. Control Processes Configuration Management Change Management. Resolution Processes

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Where in a World of Best

Practice Standards

does Perforce fit?

Robert Cowham Robert Cowham robert@vizim.com robert@vizim.com VIZIM Worldwide, Inc VIZIM Worldwide, Inc

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Drivers for Standards &

Frameworks

Corporate Governance/Regulatory Corporate Governance/Regulatory Requirements Requirements n

n SarbanesSarbanes--Oxley, COSO, ERM, COBIT, Oxley, COSO, ERM, COBIT,

IFRS, BASEL II, … IFRS, BASEL II, …

Competitive Requirements Competitive Requirements

n

n CMMI, ITIL (ISO/IEC 20000)CMMI, ITIL (ISO/IEC 20000)

External Validation External Validation

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CMMI Staged Maturity Levels

1.

1. Initial (Ad hoc/Chaotic/Heroic)Initial (Ad hoc/Chaotic/Heroic)

2.

2. Managed (Basic Practices Present)Managed (Basic Practices Present)

3.

3. Defined (Standard and Consistent)Defined (Standard and Consistent)

4.

4. Quantitatively Managed (Predictable)Quantitatively Managed (Predictable)

5.

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CIMM

CIMM –– Capability Im

Capability Im--Maturity

Maturity

Model!

0.

0. Negligent (indifferent)Negligent (indifferent)

--1.1. Obstructive (counter productive)Obstructive (counter productive) --2.2. Contemptuous (Arrogant)Contemptuous (Arrogant)

--3.3. Undermining (Sabotage)Undermining (Sabotage)

Source:

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ISO/IEC 20000 IT Service

Management Standard

Service Delivery Processes Capacity

Management

Service Continuity & Availability

Management

Service Level Management Service Reporting Information Security Management Budgeting and Accounting Release Processes Release Management Resolution Processes Incident Management Problem Management Relationship Processes Business Relationship Management Supplier Management Control Processes Configuration Management Change Management Management system

Planning and implementing service management (plan, Do, Check, Act) Planning and implementing new and changed services

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ITIL CMDB (now CMS)

V2: V2:

n

n A database that contains all relevant details of A database that contains all relevant details of

each CI and details of the important each CI and details of the important relationships between CIs

relationships between CIs

V3 CMS: V3 CMS:

n

n A set of tools and databases that are used to A set of tools and databases that are used to

manage an IT Service Provider's manage an IT Service Provider's

Configuration data. The CMS also includes Configuration data. The CMS also includes

information about Incidents, Problems, Known information about Incidents, Problems, Known Errors, Changes and Releases; …”

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Where do your processes and

procedures fit?

In

In--house Procedures / Work house Procedures / Work Instructions

Instructions

In

Instructions

ITIL Best Practices

ITIL Best PracticesITIL Best Practices

BSI BIP 0005

Managers

Managers’’ GuideGuide BSI BIP 0005

BSI BIP 0005

Managers

Managers’’ GuideGuide

In

Instructions

In

Instructions

ITIL Best PracticesITIL Best Practices

BSI BIP 0005

Managers

Managers’’ GuideGuide BSI BIP 0005

BSI BIP 0005

Managers

Managers’’ GuideGuide

Your policies, processes, procedures

Your policies, processes, proceduresYour policies, processes, procedures

Your policies, processes, procedures

Best Practices

Best PracticesBest Practices

Best Practices Part 2 Part 2 Code of Practice Code of Practice Part 2 Part 2 Code of Practice Code of Practice Part 1 Part 1 Specification SpecificationPart 1 ISO/IEC 20000 Specification Formal Standard (ISO/IEC 20000 / local variant) ITIL,

BSI BIP series on Achieving

ISO/IEC 20000

Implementation & CSIP plans

Supplementary Material ITIL Self Assessment

Questionnaire

Managers Guide to ITSM (BIP 0005)

ITSM Self-assessment Workbook (BIP 0015)

The image cannot be displayed. Your computer may not have enough memory to open the image, or the image may have been corrupted. Restart your computer, and then open the file again. If the red x still appears, you may have to delete the image and then insert it again.Supplementary Material

ITIL Self Assessment Questionnaire

Managers Guide to ITSM (BIP 0005)

ITSM Self-assessment Workbook (BIP 0015)

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Current vs. Desired States

Business IT (Live) Service Application solution Application code IT Development 3rd_party partner Business Application Environment Infrastructure CMMI Level 2 ITIL/CMMI Level 3 Organisation Today Industry best practice

ISO/IEC 20000

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Typical Opportunities for

Improvement…

Organisation

Organisation--wide CFGM roles/structurewide CFGM roles/structure Management of Documents

Management of Documents Management of Interfaces Management of Interfaces Service Transition (Release) Service Transition (Release) Traceability

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A Plethora of Documents

Uncontrolled (fileshares) Uncontrolled (fileshares)

Inconsistent Naming Standards Inconsistent Naming Standards Status unclear

Status unclear

n

n Which is the master?!Which is the master?! n

n Is it approved/released?Is it approved/released?

Emailed versions breed like rabbits! Emailed versions breed like rabbits!

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Referring to a document via

P4Web

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The Resulting Document

http://public.perforce.com/guest/robert_cowham/test/testdoc.doc http://public.perforce.com/guest/robert_cowham/test/testdoc.doc

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Traceability with Jobs & P4DTG

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Make links easy…

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A Python Custom Tool

import P4 import P4 import win32api import win32api jobname = args[0] jobname = args[0] p4 = P4.P4() p4 = P4.P4() p4.connect() p4.connect() job = p4.fetch_job(jobname) job = p4.fetch_job(jobname) win32api.ShellExecute(0, "open", win32api.ShellExecute(0, "open", job["TT_URL"], "", "", 1) job["TT_URL"], "", "", 1)

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Case Study

Case Study -- The Challenge

The Challenge

Financial Company Financial Company Multi Multi--sitesite Multi Multi--countrycountry Multi Multi--platform/technologyplatform/technology

Short timescales for improvement Short timescales for improvement

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Why now?

Risking ££££ per major incident!

CM hidden issue CM hidden issue

People were aware of issues, but “not my People were aware of issues, but “not my job!”

job!”

Cultural issue(s) Cultural issue(s)

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The Improvement Project

Goals/Requirements

Short initial timescale Short initial timescale

Satisfy CMMI (Level 3) and ITIL Satisfy CMMI (Level 3) and ITIL

Produce CM Policy/Plan/Procedures and Produce CM Policy/Plan/Procedures and related collateral

related collateral

Repeatable review process and Repeatable review process and procedures

procedures

Transplant internal best practice Transplant internal best practice

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Find out what is going on…

Workshops Workshops

Structured interviewing Structured interviewing

Review against best practice Review against best practice Report results

Report results

n

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So what

was

going on?

going on? ––

Summary of Issues

Project vs. Service mindset Project vs. Service mindset

Lack of consistent approach to CM Lack of consistent approach to CM Many tools in use

Many tools in use

Some good practice Some good practice Handover cracks

Handover cracks

Poor document management Poor document management

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Cloning the Bright Spots

Characteristics: Characteristics:

n

n Java/web projects (“modern” technologies)Java/web projects (“modern” technologies) n

n Under control…Under control… n

n Using Perforce!Using Perforce!

How could we transplant? How could we transplant?

“Switch: How to Change Things when Change is Hard”, Chip Heath & Dan “Switch: How to Change Things when Change is Hard”, Chip Heath & Dan

Heath Heath

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Every organisation needs a

configuration management function

Needs (central) authority group Needs (central) authority group Owner of organisation CM Plan Owner of organisation CM Plan Reviews detailed CM Plans

Reviews detailed CM Plans Trains/educates

Trains/educates

Supports central tools Supports central tools

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Process Collateral

CM policy CM policy CM Strategy CM Strategy

CM process and organisation CM plan CM process and organisation CM plan

n

n Key process owned by EPGKey process owned by EPG

CM Procedures CM Procedures

n

n Tool specificTool specific n

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CM Strategy

Evolutionary Evolutionary

Develop internal consultancy and training services Develop internal consultancy and training services Perform CFGM Reviews

Perform CFGM Reviews

Initial focus was on the recording and management of Initial focus was on the recording and management of baselines

baselines

Achieve basic configuration management control of Achieve basic configuration management control of applications

applications

Improve control of organisational and system interfaces Improve control of organisational and system interfaces Automate procedures (to reduce errors and effort on Automate procedures (to reduce errors and effort on recording activities)

recording activities)

Develop a project closure procedure Develop a project closure procedure

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Collate and disseminate a common

vocabulary/set of definitions

Adapt industry terms to local usage Adapt industry terms to local usage Process Definitions/Steps

Process Definitions/Steps

Document naming conventions Document naming conventions Master lists

Master lists

n

n Service Catalogue (unique IDs)Service Catalogue (unique IDs) n

n System CatalogueSystem Catalogue

Feeds in to naming elsewhere Feeds in to naming elsewhere

n

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Projects think the job is done when

they finish

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But Application Development is not

the Application Lifecycle

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Development from scratch through

to live deployment

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Taking from live and delivering

back an enhanced version

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What service does your

development impact?

Interfaces Interfaces

n

n Are they controlled?Are they controlled?

Environments? Environments? Databases Databases Configuration Data? Configuration Data?

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People, Processes, Tools

…

People, Processes, Tools

…

Perforce strengths: Perforce strengths: n n FastFast n n RobustRobust n n ScalableScalable n

n MultiMulti--platformplatform n

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Summary

Ensure CM resourced correctly Ensure CM resourced correctly

n

n Management buyManagement buy--in criticalin critical

Look at overall CM documentation Look at overall CM documentation structure structure Manage: Manage: n n DocumentsDocuments n n InterfacesInterfaces n

n System documentation (for release)System documentation (for release)

Traceability Traceability

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Questions?

robert@vizim.com robert@vizim.com