Transitioning projTransitioning Projects and Services into Production - by Ms Samantha Cox

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Transitioning projTransitioning Projects and Services into Production - by Ms Samantha Cox

  1. 1. Transitioning Services and Projects into Production Sam Cox July 2013
  2. 2. Sam Cox Senior Consultant (UXC Consulting) ITIL v3 Expert, Prince2, COBIT • More than 10 years in banking • 8+ years in IT Service Management • 2 major technology mergers • 3 large scale IT projects • ITIL process rollouts and continual service improvements ITIL® is a registered trade mark of the Cabinet Office
  3. 3. • Complex technology environments • Delivery pressure – faster, better, cheaper • Production integration and stability Service Transition Challenges…
  4. 4. Evolution of Banking & Technology 3 AD First Bank started in Persia 9 AD Cheques are used to assist trade between China and Arabia 1920 Merchant charge cards appear 1940 Retail credit cards 1967 Barclays deploy first Automated Teller Machine 1977 First SWIFT Interbank message 1994 Standard Federal Credit Union first to offer Internet Banking 1999 First online WAP Mobile Phone Banking appears 1766 First Mortgage 1987 First widespread electronic trading system Secure Compliant Resilient Scalable Available 1156 First foreign exchange contract First central bank in Holland 1668 1989 24 hour telephone banking
  5. 5. 306 Billion Number of Credit Cards in the world Number of mobile phone banking users 2.2 Million Number of ATM’s in the world Number of PayPal transactions per day 2010 Global volume of payment transactions 400 Million 5 Billion Paying with Smartphone expected to outpace credit cards in the future Expected to look like an ipad with Skype in the future Expected to double in next 4 years Double digit growth expected year on year in Asia > 5 Million 30% growth expected each year Innovation & Growth
  6. 6. Build the Bank Run the Bank ProductionProject Code & Commission Resources & Timeframes DeploymentBudget Project Initiation Require- ments Project Planning Design Build Test Implement PIR Business provides requirements Architecture Release Mgt Change Mgt Incident Mgt IT Organisation Business User Acceptance Support Project Delivery App Infra PMO App Infra Support ITIL® is a registered trade mark of the Cabinet Office
  7. 7. 3 Common Issues • Focus on functional requirements • Change Management unable to push back • Support teams busy fighting fires
  8. 8. Service Transition Release and Deployment Management Transition Planning and Support Knowledge ManagementChange Management Service Asset and Configuration Management Service Transition Incident Management Request Fulfilment Problem Management Access ManagementEvent Management Service Operation The objective of ITIL® Service Transition is to build and deploy IT services. Service Transition also makes sure that changes to services and Service Management processes are carried out in a controlled and coordinated way. ITIL® is a registered trade mark of the Cabinet Office Quoted text is from introduction to the ITIL© Service Lifecycle Crown copyright 2010
  9. 9. Service Design Release and Deployment Management Transition Planning and Support Knowledge ManagementChange Management Service Asset and Configuration Management Service Transition Incident Management Request Fulfilment Problem Management Access ManagementEvent Management Service Operation The objective of ITIL® Service Design is to design new IT services. The scope of Service Design includes the design of new services, as well as changes and improvements to existing ones Service Design Design Coordination Service Level Management Availability Management Information Security Management Supplier Management Capacity Management IT Service Continuity Management Service Catelogue Management ITIL® is a registered trade mark of the Cabinet Office Quoted text is from introduction to the ITIL© Service Lifecycle Crown copyright 2010
  10. 10. Service Strategy Release and Deployment Management Transition Planning and Support Knowledge ManagementChange Management Service Asset and Configuration Management Service Transition Incident Management Request Fulfilment Problem Management Access ManagementEvent Management Service Operation Service Design Design Coordination Service Level Management Availability Management Information Security Management Supplier Management Capacity Management IT Service Continuity Management Service Catelogue Management Service Portfolio Management Business Relationship ManagementFinancial Management for IT Services Service Strategy ITIL® is a registered trade mark of the Cabinet Office Quoted text is from introduction to the ITIL© Service Lifecycle Crown copyright 2010
  11. 11. Getting the Balance Right ProductionProject Project Initiation Require- ments Project Planning Design Build Test Implement PIR • Dedicated resources to work with projects • Ensure they add value • Define the engagement points (guide, provide, check) Operability & supportability Validation Deployment Funding Support
  12. 12. 5 Pillars of Service Transition Support Model Deployment Infrastructure Application Project Plan SLR’s / SLA’s Training Plan Resourcing model Release approach Transition Plan Early Life Support Failure Analysis Operations Tools Supportability Bank standards Test strategy Access Control Time Cost Quality
  13. 13. Hints and Tips • Use previous experience to identify errors in the Service Design • Set Service Transition KPI’s to encourage transparency • Early engagement doesn’t mean you will have all the answers day one in a neat package • Recognise project lifecycles typically are not like a diagram in a book • No amount of process will remove the need for stakeholder management
  14. 14. The Final Word… • The later in the lifecycle an error is detected, the higher the cost of rectification • Technology complexity will likely increase in the future. Deal with it • Services only deliver profit when in production
  15. 15. Sam Cox samantha.cox@uxcconsulting.com.au +65 8428 1204 For further info on related course/s, please see: http://www.iss.nus.edu.sg/ProfessionalCour ses/CourseCatalogue.aspx Thank you!

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