itil ® aitr workshop 0 itil ® aitr workshop: change, configuration & release management april...
TRANSCRIPT
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ITIL® AITR Workshop
ITIL® AITR Workshop: Change, Configuration & Release
Management
April 4, 2007
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ITIL® AITR Workshop
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® AITR Workshop
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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ITIL® AITR Workshop
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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ITIL® AITR Workshop
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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ITIL® AITR Workshop
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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ITIL® AITR Workshop
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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ITIL® AITR Workshop
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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ITIL® AITR Workshop
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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ITIL® AITR Workshop
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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ITIL® AITR Workshop
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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ITIL® AITR Workshop
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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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ITIL® AITR Workshop
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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ITIL® AITR Workshop
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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ITIL® AITR Workshop
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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ITIL® AITR Workshop
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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ITIL® AITR Workshop
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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ITIL® AITR Workshop
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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ITIL® AITR Workshop
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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ITIL® AITR Workshop
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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ITIL® AITR Workshop
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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ITIL® AITR Workshop
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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ITIL® AITR Workshop
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® AITR Workshop
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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ITIL® AITR Workshop
Additional Security ConcernsOutside Change, Configuration & Release
Management
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ITIL® AITR Workshop
- 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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ITIL® AITR Workshop
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.