ITIL: Release, Control & Validation Course 02 Release ... · Answer Key: 1. C Customer/Business...
Transcript of ITIL: Release, Control & Validation Course 02 Release ... · Answer Key: 1. C Customer/Business...
ITIL: Release, Control & Validation
Course 02 – Release, Control & Validation
Slide 1
Release, Control & Validation
Topics Covered
Questions to Answer
Terms-to-Know
Summary
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Slide 2
Introduction to Release, Control & Validation
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Topics Discussed
Service Lifecycle
Service Assets & Capability
Release, Control & Validation and the Lifecycle
Purpose, Goals & Objectives
Scope
Value
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Slide 3
The Service Lifecycle & RCV
• Service Strategy
– Design, development & implementation
• Service Design
– Design & development
• Service Transition (ST)
– Development & improvement
• Service Operation (SO)
– Delivery & support
• Continual Service Improvement
– Create & maintain value
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Slide 4
Managing Across the Lifecycle
Improve
Strategy Design
Operation Transition
•Transition Planning & Support• Change Management• Service Asset & Configuration• Release & Deployment• Service Validation & Testing• Change Evaluation• Knowledge Management
• Event Management• Incident Management• Request Fulfillment• Problem Management• Access Management• Service Desk• Technical Management• Operations Management• Application Management
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Slide 5
Service Assets & Capability
• Capabilities & resources
• Business units
• Service units
Capability is the ability of an organization, person, process, application configuration item or IT service to carry out an activity.
Resource is a generic term that includes IT infrastructure, people, money or anything else that might help to deliver an IT service.
Management Capital
Organization Infrastructure
Processes Applications
Knowledge Information
People
Capabilities ResourcesService Assets
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Slide 6
RCV & Service Transition
Planning &Support
Process
ChangeManagement
Process
ChangeEvaluation
Process
Release & Deployment
Process
Validation &Testing
Process
Service Asset & Configuration Management
Process
Knowledge Management
Process
RFC
CMSSKMS
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Slide 7
RCV & Service Operation
SKSM
CMS
RFCProblemManagement
Process
Access Management
Process
Event Management
Process
Request Fulfillment
Process
IncidentManagement
Process
Service Desk
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Slide 8
RCV & The ST Model
Early Life Support
Plan &
Prepare
Build &
Test
Test &
Pilot
Transfer,
Deploy,
Retire
Review &
Close
Service
Operation
Service
Strategy
Service
Design
Release & Deployment
Management
Service Transition Planning & Support
Oversight – Organization & Stakeholder Change
Knowledge Management
Service Validation & Testing
Continual Service Improvement
Service Asset & Configuration Management
Change ManagementRFC
Baseline
Evaluation of Change
ServiceRequest
ServiceRequest
Copyright © AXELOS Limited 2014All rights reserved. Material is reproduced under license from AXELOS Limited.
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Slide 9
Purpose, Goals & Objectives
• Plan & manage service changes & related assets &
resources
• Manage risks relating to new, changed, or retired
services by developing risk profiles & appropriate
governance
• Successfully deploy (or retire) service releases to (from)
supported environments
• Set correct performance expectations for new or
changed services
• Ensure service changes create expected value
• Provide good quality information and communication
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Slide 10
Scope
• Manage & coordinate– Processes
– Functions
– Systems
– As related to:• Packaging
• Building
• Testing
• Releasing
• Deploying … IT Services
• Service Operation & Continual Service Improvement– Request Fulfillment
– Modifications of existing services
Release Control & Validation is involved in two aspects of the Service Lifecycle. It provides the necessary framework to transition new services into operation as well as the modification of existing services to effect corrections or improvements and provision Service Requests.
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Slide 11
Value to the Business
• Handle high volume of change
• Overall improvement in productivity
• Predictability of QoS & warranty
• Higher change success rate
• Closer adherence to plans
• Adaptability
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Slide 12
Release, Control & Validation Principles
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Topics Discussed
Setting the Stage
Principles
Governance
Management
Quality
Service Transition Interface
Challenges, CSFs & Risks
Processes
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Slide 13
Setting the Stage
• Service Transition lifecycle stages
• Prepare for service transition
• Planning & coordination of service transition
• Provide Service Transition process support
– Administration
– Communication
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Slide 14
Principles
• Governance
• Management
• Quality
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Slide 15
Governance
• Formalize Service Transition (ST) policy
• Utilize Service Transition as focal point for changes
• Use common framework & standards
• Maximize re-use of processes & systems
• Align Service Transition plans & business needs
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Slide 16
Management
• Manage stakeholder relationships
• Utilize Knowledge Management
• Plan release & deployment packages
• Anticipate & manage course corrections
• Manage resources across ST & SO
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Slide 17
Quality
• Ensure Early Service Transition involvement in lifecycle
• Assure service quality
– New services
– Changed services
• Proactive quality improvement throughout Service
Transition
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Slide 18
Service Transition Interface
Service Transition
• Service Portfolio• Customer Portfolio• Contract Portfolio• Service Lifecycle Model• Policies• Strategies• Constraints• Architectures• Service Transition Requirements• Service Management Plan
• Service Definition• Service Structure• Financial/Economic/Cost Model• Capacity/Resource Model• Integrated Process Model• Service Operation Model• Design & Interface Model• Release Design• Deployment Plan• Acceptance Criteria• Requests for Change
Inputs Triggers
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Slide 19
Challenges
• Central to large number of stakeholders
• Being a business enabler
• Manages many– Contracts
– Interfaces
– Relationships
• Integration of processes & disciplines
• Establish who does what to whom
• Understanding stakeholder perspectives
• Collaborative culture
• Balancing stability & responsiveness
• Legacy systems
• Standard performance measures
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Slide 20
Critical Success Factors
• Understanding & managing stakeholder perspectives
• Managing all relationships during transition
• Understanding inherent dependencies among systems
• Process automation
• Knowledge management
• Enabling tools
• Understanding CI dependencies
• Clear accountability, roles & responsibilities
• Demonstrated– Process improvement
– Customer satisfaction
– Transition cycle time
• Communication of risk attitude
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Slide 21
Risks
• Inefficiencies due to poor process implementation
• Lack of maturity & integration of systems & tools
• Change in accountability
– Roles
– Responsibilities
• Resistance to change
• Alienation of key support & operation staff
• Unplanned costs
• Overly averse to risk
• Knowledge sharing (wrong people/wrong time)
• Poor or incomplete process integration
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Slide 22
RCV Processes
• Lifecycle focus
– Change Management
– Service Asset & Configuration Management
– Knowledge Management
• Service Transition focus
– Release & Deployment Management
– Service Testing & Validation
– Change Evaluation
• Service Operation
– Request Fulfillment
ServiceOperation
ServiceTransition
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Slide 23
Release, Control & Validation Summary
To
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Topics Discussed
Summary
Checkpoint
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Slide 24
Release, Control & Validation Summary
• RCV processes provide overall capability
• Provides overall coordination of resources
– New or changed services
– Build
– Test
– Deploy
– Validate
• Enable business process
• Maximize business benefits
• Manage risks
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Slide 25
Checkpoint
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Review Questions:
1. Which represents the five levels of the Service “V” Model?
A. Service Strategy, Service Design, Service Transition, Service Operation,
Continual Service Improvement
B. Transition Planning & Support, Change Management, Service Asset &
Configuration Management, Release & Deployment, Service Validation &
Testing
C. Customer/Business Needs, Service Requirements, Service Solution,
Service Release, Component & Assembly
D. Service Quality Policy, Risk Policy, Service Transition Policy, Release
Policy, Change Management Policy
2. Between which two elements of the Service Lifecycle does Service Transition
facilitate relationships?
A. Service Strategy, Service Operation
B. Continual Service Improvement, Service Design
C. Service Design, Service Operation
D. Service Strategy, Continual Service Improvement
3. What value does Service Transition provide to the business?
A. Ability to be adaptable and to successfully handle high volume of change
B. Overall improvement in productivity
C. Predictability of Quality of Service and Warranty and close adherence to
plans
D. All of the above
4. Which of the following, when combined, create value for the customer?
A. Utility & Warranty
B. Cost & Service
C. Value and Service
D. Service for Money Spent
5. Which of the following principles is fundamental to Service Transition?
A. Align Service Catalog and Portfolio
B. Elimination of change-induced design deficiencies
C. Maximize the reuse of processes and systems
D. Align the Service Design Package to unexpected constraints experienced
during the build
6. Which of the following statements is true about Service Transition?
1. Service Transition provides the necessary framework to transition new
services into operation.
2. Service Transition provides the necessary framework to transition
modifications to existing services into operation.
A. Neither statement is true
B. 1 Only
C. 2
D. 1 & 2
7. An IT Service is said to be fit for use when it achieves the required.
A. Utility, Availability, Capacity, Security
B. Availability, Capacity, Continuity, Security
C. Availability, Capacity, Continuity, Utility
D. Service (levels)
8. When it comes to improving existing IT Services which Lifecycle phases are
involved?
1. Continual Service Improvement
2. Service Operation
3. Service Transition
4. Service Design
5. Service Strategy
A. 1 & 3 Only
B. 1, 3 & 4 Only
C. 1, 2, 3 & 5 Only
D. 1, 2, 3, 4 & 5
9. When considering the Service Transition Model, which processes end their
involvement when the new or changed service moves into the live environment?
A. None
B. Evaluation and Validation & Testing
C. Service Transition Planning & Support
D. Evaluation, Validation & Testing and Service Transition Planning &
Support
10. Which of the following statements is correct?
1. An IT Service's “utility” refers to its fitness to meet its intended use.
2. An IT Service's “warranty” refers to its fitness to meet its intended purpose.
A. Neither
B. Both
C. 1 Only
D. 2 Only
Answer Key:
1. C
Customer/Business Needs, Service Requirements, Service Solution, Service
Release, Component & Assembly.
2. C
Service Transition bridges the Service Design and Service Operation stages of
the IT Service Management Lifecycle.
3. D
All of the above.
4. A
Utility & Warranty when combined provide the framework necessary to create
value for the customer.
5. C
Maximize the reuse of processes and systems.
6. D
1 & 2 are both true.
7. B
Availability, Capacity, Continuity, Security are normally required to ensure a
service is fit for use.
8. D
1, 2, 3, 4 & 5. All of the IT Service Management Lifecycle phases (stages) are
involved in the improvement of existing IT Services.
9. A
None. All of the Service Transition processes remain involved until the
completion of early life support.
10. A
Neither. Both definitions are reversed.