ITIL ® AITR Workshop 0 ITIL ® AITR Workshop: Change, Configuration & Release Management April 4,...

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ITIL® AITR Workshop

ITIL® AITR Workshop: Change, Configuration & Release

Management

April 4, 2007

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Agenda

• ITIL®: What is it and How Can it Help You?

• ITIL®: Process Roll-Out – Change, Configuration, Release

• Why are We Implementing ITIL®

Processes?

• Agency Onboarding Schedule

• What are the Impacts to an Agency?

• Agency Interface to Change

• When to Submit a Change Request?

• How Fast Will Change Requests be Approved?

• How to Get Changes (Code) Out in a Timely Manner?

• Testing Expectations from Agencies

• Who Will Perform the Change?

• Forward Schedule Of Change (FSC)

• Security Concerns

• ITIL® information Sources

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ITIL®: What is it and How Can it Help You?

• ITIL® stands for Information Technology Infrastructure Library - - - set of books

• ITIL® will address IT business problems that are caused by unmanaged change (e.g. unplanned changes that affect other operations, which may cause an outage)

• ITIL® is a “Framework” to establish and manage quality IT processes - - - based on industry “best practice”

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PHASE IIIncident ManagementProblem ManagementCapacity ManagementAvailability Management

ITIL®: Process Onboarding

PHASE IChange ManagementConfiguration ManagementRelease Management

Part 1 – IT Partnership / VITA Part 2 – Agency Onboarding

Note: Only Phase I Has Direct Customer Impact

PHASE IIIIT Service Continuity ManagementService Level ManagementSecurity Management

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Phase I - Change Management

Goal/Objective:

• Use standardized methods and procedures

• Efficient and prompt handling of all Changes

• Minimize the impact of any related Incidents upon service

Recording & Acceptance

Classification

Approval

Coordination &

Development

Authorization

Evaluation

ChangeAny addition, modification or removal from the IT components in the IT infrastructure

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Phase I - Configuration Management

Goal/Objective:

• Make accurate information accessible (physically but also logically) to everybody who needs it in a timely manner

• Enable control of the infrastructure by monitoring and maintaining information on all resources needed to deliver services, their status, history and relationships

Planning

Status Accounting

Verification & Audit

Control

Identification

Configuration Item (CI)An IT Infrastructure component that is:

(a) needed for a Service(b) uniquely identifiable (c) can be changed (d) can be managed

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Phase I - Release Management

Goal/Objective:

• Ensure quality of production environment by using formal procedures and checks when implementing new versions.

Configuration

Testing & Acceptance

Preparation

Planning

Deployment

ReleaseA collection of one or moreauthorized changes.

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Why Are We Implementing ITIL® Processes?

To provide better customer service, there needs to be controls

and metrics

To provide standard and repeatable processes

Reduce downtime and increase productivity

– System and Personnel

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Service DeskDesktopMessaging Services

Enterprise Exchange/Outlook Email

Enterprise Collaboration toolsActive Directory, DNS

Mass Desktop Refresh ProjectsNetwork Printer Consolidation and RefreshEnterprise Desktop Management Systems

New IBM and Unisys Mainframes in new Data Center Consolidation and refresh of servers

Migration of servers to the data center

Enterprise Service Desk in Lebanon and MeadowvilleField Based agents and technicians for Level 3Enterprise Help Desk System (ServiceCenter)

New Data Center/Office Building in MeadowvilleNew Disaster Recovery Center and Help Desk

in Lebanon/Russell County

New Commonwealth-wide MPLS Core WANLAN upgrades to local switches/routers as needed

Network Re-addressing of IP, DHCP

Voice over IP Network optimized for voice and video traffic

Enterprise Security Operations CenterComputer Security Incident Respon

CenterSecure Internet Gateway

Security

Network Voice / Video

Mainframe and Servers

Facilities Tier 3 and Tier 2

ITIL®

Moving from agency-centric operation to an enterprise-managed service

“People – Process – Tools”

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Service DeskDesktopMessaging Services

Enterprise Exchange/Outlook Email

Enterprise Collaboration toolsActive Directory, DNS

Mass Desktop Refresh ProjectsNetwork Printer Consolidation and RefreshEnterprise Desktop Management Systems

New IBM and Unisys Mainframes in new Data Center Consolidation and refresh of servers

Migration of servers to the data center

Enterprise Service Desk in Lebanon and MeadowvilleField Based agents and technicians for Level 3Enterprise Help Desk System (ServiceCenter)

New Data Center/Office Building in MeadowvilleNew Disaster Recovery Center and Help Desk

in Lebanon/Russell County

New Commonwealth-wide MPLS Core WANLAN upgrades to local switches/routers as needed

Network Re-addressing of IP, DHCP

Voice over IP Network optimized for voice and video traffic

Enterprise Security Operations CenterComputer Security Incident Respon

CenterSecure Internet Gateway

Security

Network Voice / Video

Mainframe and Servers

Facilities Tier 3 and Tier 2

ITIL®

Moving from agency-centric operation to an enterprise-managed service

“People – Process – Tools”

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Transformation: A Three-Year Program

FROM

68,000 desktops (varying standards)

40+ help desks

3,000+ servers

85+ Internet connections

No common SLA management

Ad hoc, Inconsistent Processes / Procedures

TO

Standard platform and images

1 Enterprise Help Desk

1,000 Physical Servers (Target)

2 Redundant Internet Connections

Enterprise SLA Standards

ITIL® Compliant Processes / Procedures

“If you got best practices in place for a well-managed environment, you can reduce your total cost of ownership

by as much as 25% to 30%.” - Gartner

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12

1/08

5/08 ITIL Service

Level Management

1/08ITIL Continuity and

Security Management

8/07ITIL Capacity

and Availability Management

10/07 ITIL Problem and

Incident Management

6/07ITIL Change, Configuration &

Release Management

Agency Onboarding Schedule

Phase 1 Key Dates: ITIL® Change, Configuration and Release Management– User Test Training: 19 Feb 07 – 2 Mar 07

– User Test: 5 Mar 07 to 30 Mar 07

– Process Implementation:

– Agency Pilot (VITA) - April

– IT Partnership Onboarding – May / June

– Other Agencies – As Scheduled (beginning July)

2/19 – 3/2UT

Training

3/8 – 3/31User Testing

6/1 – To CompletionAgency Rollout

3/1/07 6/1/075/1/074/1/07

4/9 – 4/27 Agency Pilot4/30 – 5/31 Operations

Training

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Agency Impacts: Pre-Agency Onboarding

Agencies will continue to use their current Software Engineering Processes for Change, Configuration, and Release Management

IT Partnership staff will be following the Enterprise Change Management Process for the IT Partnership Infrastructure

(no Agency impact)

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Agency Impacts: Post-Agency Onboarding

Agency Software Releases need to be coordinated with ITP Release Management for Planning, Build and Roll-Out of

the Release (Triggered by a Change Request)

Change Requests are required for any addition, modification or removal of IT components in the IT Partnership Production

Infrastructure (Includes Software and Hardware)

Agencies will identify interface points within their current process to interact with the IT Partnership Change Management process

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Agency Interface to Change

Agency processes should provide evidence regarding the impact of requested changes into the Controlled Production Infrastructure (i.e., Test Results, Versioning Control)

Development and Test

Environments

IT PartnershipProduction

Infrastructure(Controlled)

When there is impact to the Production Infrastructure, a Change Request is submitted by the Requestor.

Changes within the Internal Agency Environment (Development and Test) will not be impacted by the new Change Process

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When to submit a Change Request?The timing of a change request submission depends on the

classification of the request:

All questions and concerns about when, and how to submit your CR should be communicated with your Regional Change Manager or the IT Partnership

Service Level Director

Major Change Request: Type 1– For a large proposed change that does not require a new design for a solution, we ask that you submit the change request after you have unit and system tested the change.

Minor Change Request– For smaller changes, such as requesting a new version of MS Visio, we ask that you submit the change request after testing for compatibility within your environment.

Major Change Request: Type 2– For a large proposed change that does require a new design for a solution, we ask that you submit the change request during the Design Phase. Ideally, the submission should occur when enough data has been gathered to properly communicate and coordinate with Change Management.

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When Do I Create a Change Request?

Reqs. Design Build Test OperateDeploy Optimize

Change Request Initiation Window

Service Improvement (software, hardware)

Change Management

· Patches· Minor hardware· Minor software

updates· Minor configuration

· New Applications· New Services· Major Hardware· Major Updates

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How Fast Will Change Requests be Approved?

Change Class Criteria Expected Approval

Emergency • Unplanned changes

• Service is down, requires immediate attention to restore

• Always High Priority

• Emergency CAB (ECAB) approves

• As soon as the ECAB can be contacted

• Immediately to same day

Major • Planned changes of higher complexity

• Service has potential to be impacted, but planning and scheduling mitigate outage

• Scheduled CAB approves

• 1-5 days

Minor • Planned changes of lower to medium complexity

• Service generally not impacted.

• Change Manager approves, or

• Scheduled CAB approves

• 1-5 days

Standard • Planned, routine changes

• No impact to services

• Low impact, Low priority changes typically repeated and well known

Pre-approved

First occurrence needs to go through full process to be identified as a “Standard” change

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What are the basic mechanics of the Change Advisory Board (CAB)?

The Regional ITIL® Change Manager will set a regular meeting schedule

Regional IT Partnership and Agency employees will participate in the CAB meetings

Agency CAB members will be identified as part the ITIL® Onboarding process

Agency CAB members will only need to meet about their Agency’s change requests

The Peregrine tool will send a ‘notification’ regarding when change requests require CAB participation

CAB members are expected to review and comment on CRs independently

The CAB will only discuss CRs when there is disagreement or when clarification is needed

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Forward Schedule of Change (FSC)

Approved

Changes

Allows for

Proper

Planning and

Coordination

Planned

Events

Maintenance

Schedules

Change Data Contains:

Change Title

Estimated Time For Change (Start / End)

What / Who is Affected

Primary Contact (Team/Agency)

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How to Get Changes (Code) Out in a Timely Manner?

PLAN

Communicate:

Stakeholders

Change Manager

Properly Document the

Change Details:

Who, What, When, Where

Be thorough when completing the Change Request (CR)

Identify all areas that may be impacted by the change and ensure that the Stakeholders understand the risks. Must have buy-in and acknowledgement to proceed.

Prior Planning Prevents Poor Performance

Tips: Submit Change Requests as soon as details are known DO NOT submit requests at last minute.

It is best to communicate with Change Management as soon as all of the details are known about the change that has been identified.

Coordinate with all stakeholders to properly plan for the event.

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Testing Expectations From Agencies

Test

Plan

Test

Procedure

“EVIDENCE”

Documented Test Results attached to the CR:

Unit Test – Results

(Include Screen Shots if available)

Functional Test - Results

Testing is required for all changes that will be introduced into the IT Partnership Production Environment.

(Rigor of test is dependent upon complexity of the change)

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Who Will Perform the Change?

Changes to the ITP Production

Infrastructure will be made by

ITP Operations Staff

Agency staff may be present, and are encouraged to participatein the overall change process. POC’s need to be identified and

available for questions and/or assistance during change activities.

Release, or deployment scripts/instructions, need to accompany allChange Requests.

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ITIL® Information Sources

• Agency Customers: Go to http://www.vita.virginia.gov/itpartnership/updates/coins.cfm#itil

• ITP and VITA employees: ITIL® page on VITAWeb contains ITIL® information: Go to https://vitaweb.virginia.gov/C2/ITIL/default.aspx

– Use your DITLAN account to access the site

• Future COIN meetings – next April 25

• Monthly AITR meetings

• Transformation Kick-Off meetings

• Monthly newsletters (e.g. IT Partnership News)

• VITA Transformation POC

• ITIL® Change Champions

• Process Documentation – Send a request to [email protected]

There are multiple sources for you to obtain more information about ITIL® :

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Additional Security ConcernsOutside Change, Configuration & Release

Management

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- Security Concerns - Question:How will the partnership ensure that infrastructure staff have the appropriate security clearances to access sensitive data?

Answer: Agency requirements have been gathered for protection of

Sensitive data. All IT Partnership personnel will go through a criminal

background check. Additionally, staff with proximity to an agency with

additional background check requirements (VSP, Tax, HIPPA for example) will also go through those additionalchecks at the customer agency expense.

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Access Policy

Question:

Will Agency personnel have “Admin Access?”

Answer:

Agency personnel will not have these access rights except on an documented, and agreed upon, exception basis.

ITIL ® AITR Workshop 0 ITIL ® AITR Workshop: Change, Configuration & Release Management April 4,...

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