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  1. 1. Developing and Implementing a Rollout Plan February 5, 2007 2:00pm EST, 11:00am PST George Spafford, Principal Consultant Pepperweed Consulting, LLC “ Optimizing The Business Value of IT” www.pepperweed.com
  2. 2. Housekeeping <ul><li>Submitting questions to speaker </li></ul><ul><ul><li>Submit question at any time by using the “Ask a question” section located on lower left-hand side of your console. </li></ul></ul><ul><ul><li>Questions about presentation content will be answered during 10 minute Q&A session at end of webcast. </li></ul></ul><ul><li>Technical difficulties? </li></ul><ul><ul><li>Click on “Help” button </li></ul></ul><ul><ul><li>Use “Ask a question” interface </li></ul></ul>
  3. 3. Main Presentation
  4. 4. Agenda <ul><li>Release Management Overview </li></ul><ul><li>Release Plans </li></ul><ul><li>Rollout Plans </li></ul><ul><ul><li>What they are </li></ul></ul><ul><ul><li>Elements of Rollout Plans </li></ul></ul><ul><li>Getting Started </li></ul><ul><li>Note: This presentation is available by either emailing: </li></ul><ul><ul><li>George at [email_address] </li></ul></ul><ul><ul><li>Kendra at [email_address] </li></ul></ul>
  5. 5. What Is a Release? <ul><li>A collection of authorized changes to an IT service </li></ul><ul><ul><li>New services </li></ul></ul><ul><ul><li>Modifications to an existing service </li></ul></ul><ul><ul><li>Ending a service – sometimes decommissioning takes a lot of work and needs to be properly managed </li></ul></ul><ul><li>Can contain new and revised hardware and software in three categories – Major, Minor and Emergency </li></ul><ul><li>Release Unit – describes the IT infrastructure portion that is released together </li></ul><ul><ul><li>Hardware, Software, Documentation, Media, etc. </li></ul></ul><ul><li>Type of Release </li></ul><ul><ul><li>Full, Delta, Package </li></ul></ul>
  6. 6. Why Release Management Matters <ul><li>29% of projects delivered on-time with expected features, 53% were challenged and 18% outright failed outright 1 </li></ul><ul><li>The majority of the causal factors are non-technical including: </li></ul><ul><ul><li>Lack of project planning </li></ul></ul><ul><ul><li>Poor requirements definition </li></ul></ul><ul><ul><li>Correct stakeholders not involved, or not involved early enough </li></ul></ul><ul><ul><li>Poor communications </li></ul></ul><ul><ul><li>Insufficient management oversight </li></ul></ul>1. “Third Quarter 2004 CHAOS Report”. The Standish Group.
  7. 7. “ The focus of Release Management is the protection of the live environment and its services through the use of formal procedures and checks.” – ITIL Service Support Volume
  8. 8. Release Management Provides Quality Assurance <ul><li>Are the correct requirements identified? </li></ul><ul><ul><li>Breadth and depth </li></ul></ul><ul><li>Are the requirements met when tested? </li></ul><ul><ul><li>What testing is needed? Unit, Integration, load? </li></ul></ul><ul><li>Is the organization ready for the deployment? </li></ul><ul><ul><li>Staffing, training </li></ul></ul><ul><li>Can the release be deployed successfully? </li></ul><ul><ul><li>Is there capacity? Is support ready? Is the business ready? </li></ul></ul><ul><li>What did we just learn? (Post Implementation Reviews) </li></ul><ul><ul><li>What went good? Bad? </li></ul></ul><ul><ul><li>What would we do again? </li></ul></ul><ul><ul><li>What would we change? </li></ul></ul><ul><li>Plays an important role in regulatory compliance and security </li></ul><ul><ul><li>All requirements need to be known, tested and deployed with a reasonable assurance of success </li></ul></ul><ul><ul><li>A great many Incident and Problems can be traced to human error that Change and Release Management can help safeguard against </li></ul></ul>
  9. 9. The Trinity <ul><li>Change Management Is the set of standardized processes and tools used to handle change requests in order to support the business while managing risks. [Risk Management] </li></ul><ul><li>Release Management Uses formal controls and processes to ensure requirements are met and safeguard the production environment. [Quality Management] </li></ul><ul><li>Configuration Management Focuses on tracking and documenting configurations and then providing this information to other areas including Change and Release Management. [A combination of Knowledge Management and Information Broker] </li></ul>The three process areas must work together and share information.
  10. 10. Major Release Mgt Activities <ul><li>Roll-out Planning </li></ul><ul><li>Communication </li></ul><ul><li>Awareness </li></ul><ul><li>Training </li></ul><ul><li>Distribution </li></ul><ul><li>Installation </li></ul><ul><li>Beta Testing </li></ul><ul><li>Unit Testing </li></ul><ul><li>Integration Testing </li></ul><ul><li>Load Testing </li></ul><ul><li>Security Testing </li></ul><ul><li>User Acceptance Testing </li></ul><ul><li>Release Acceptance by Operations </li></ul><ul><li>Release Policy </li></ul><ul><li>Release Planning </li></ul><ul><li>Design, develop and/or buy services </li></ul><ul><li>Build and Configure the Release </li></ul>Preparation and Introduction to Production Testing & Approval Planning & Development
  11. 11. Dependencies
  12. 12. Release Policy <ul><li>Defines the Release Management process </li></ul><ul><li>Sets the scope of control </li></ul><ul><li>Establishes roles and responsibilities </li></ul><ul><li>The release numbering scheme </li></ul><ul><li>Frequency of releases </li></ul><ul><li>Critical business times to avoid </li></ul><ul><li>Expected deliverables for each type of release </li></ul><ul><li>Release documentation </li></ul><ul><li>Backout plans and their testing </li></ul><ul><li>How the Release Management process will be controlled via KPIs, meetings, audits, escalation, etc. </li></ul><ul><li>Management and use of the Definitive Software Library (DSL) </li></ul>
  13. 13. Release Planning <ul><li>Determine contents of the Release </li></ul><ul><li>Distribution schedule that is agreed upon with all relevant stakeholders </li></ul><ul><li>Site Surveys </li></ul><ul><li>Review configuration data from CMDB – does preproduction still mirror production? If not, what actions are needed? </li></ul><ul><li>Resource Requirements – internal, customers, vendors </li></ul><ul><li>Defining roles and responsibilities </li></ul><ul><li>Procurement planning - vendor selection, negotiation, etc. </li></ul><ul><li>Back-out Plans </li></ul><ul><li>A quality management plan </li></ul><ul><ul><li>Requirements definition, development/procurement per standards, appropriate testing, & implementation </li></ul></ul><ul><li>Definition of acceptance criteria with the Customer and other stakeholders </li></ul>
  14. 14. Release Planning Inputs <ul><li>Service Catalog </li></ul><ul><li>Service Development Life Cycle (SDLC) </li></ul><ul><li>Project Management Standards </li></ul><ul><li>Release Policy </li></ul><ul><li>Requests for Change (RFCs) </li></ul><ul><li>Projected Service Availability (PSA) </li></ul><ul><li>CAB Meeting Notes / Minutes </li></ul><ul><li>Forward Schedule of Change (FSC) </li></ul><ul><li>Maintenance Windows / Change Windows </li></ul><ul><li>Business Priorities </li></ul><ul><li>Business Schedule / Financial Calendar </li></ul><ul><li>Dependencies </li></ul><ul><li>Resource Constraints </li></ul>
  15. 15. Release Planning Outputs <ul><li>Release Specific </li></ul><ul><ul><li>Release Plan </li></ul></ul><ul><ul><li>Test Plans </li></ul></ul><ul><ul><li>Training Plans </li></ul></ul><ul><ul><li>Support Plans </li></ul></ul><ul><ul><li>Acceptance Criteria </li></ul></ul><ul><ul><li>Updated Configuration Items (CIs) </li></ul></ul><ul><ul><li>Recording of Known Errors for use by Support </li></ul></ul><ul><li>Documented in </li></ul><ul><ul><li>Change Management records </li></ul></ul><ul><ul><li>Records could be in a Configuration Management Database (CMDB) </li></ul></ul>
  16. 16. Rollout Plan Elements (1) <ul><li>A Rollout Plan is the actual project management of the Release based on the high-level Release Plan </li></ul><ul><li>The Rollout Plan is all about tactical execution </li></ul><ul><ul><li>Names, dates, milestones, control gates, etc. </li></ul></ul><ul><li>Detailed Work Breakdown Structure with dates </li></ul><ul><li>GANTT charts showing dependencies and progress are of tremendous value </li></ul><ul><li>Human Resource Plan </li></ul><ul><ul><li>Internal </li></ul></ul><ul><ul><li>Vendors </li></ul></ul><ul><ul><li>Customers </li></ul></ul><ul><li>Configuration Items </li></ul><ul><ul><li>New ones that will be installed </li></ul></ul><ul><ul><li>Existing ones that will be changed </li></ul></ul><ul><ul><li>CIs for decommissioning including secure disposal method </li></ul></ul><ul><li>Plans for each location taking into account: </li></ul><ul><ul><li>Time zone differences </li></ul></ul><ul><ul><li>Vendor support </li></ul></ul><ul><ul><li>Cultural / Political issues </li></ul></ul><ul><ul><li>Other dependencies </li></ul></ul>
  17. 17. Rollout Plan Elements (2) <ul><li>Purchase/procurement plan for required CIs </li></ul><ul><li>Budget Plan </li></ul><ul><li>Communication Plan </li></ul><ul><ul><li>Awareness </li></ul></ul><ul><ul><li>Meeting schedules </li></ul></ul><ul><li>Project Change Management Plan </li></ul><ul><li>Security Plan </li></ul><ul><li>Incorporate other aspects of project management based on your organization’s needs </li></ul><ul><ul><li>What management is needed to deliver projects that meet expectations? </li></ul></ul><ul><ul><li>What controls are needed to create a reasonable assurance of outcomes? </li></ul></ul><ul><li>Refer to </li></ul><ul><ul><li>Projects in Controlled Environments v2 (PRINCE2) </li></ul></ul><ul><ul><li>PMI’s Project Management Body of Knowledge (PM BOK) </li></ul></ul>
  18. 18. Do Not Forget <ul><li>The Business </li></ul><ul><ul><li>Customer(s) </li></ul></ul><ul><ul><li>Key Users </li></ul></ul><ul><li>Development </li></ul><ul><li>Change Management </li></ul><ul><ul><li>ITIL-related </li></ul></ul><ul><ul><li>Project-related </li></ul></ul><ul><li>Other ITIL processes </li></ul><ul><li>Testing </li></ul><ul><li>Security </li></ul><ul><li>Vendors </li></ul><ul><li>Legal </li></ul><ul><li>Compliance </li></ul><ul><li>IT Operations </li></ul><ul><li>Project Management </li></ul><ul><li>Remote sites </li></ul><ul><li>DR/BCP </li></ul><ul><li>Critical Success Factors </li></ul><ul><li>Key Process Indicators </li></ul><ul><li>Risk Management </li></ul><ul><li>Controls in general </li></ul><ul><li>Design what works for your organization!! </li></ul>
  19. 19. Getting Started (1) <ul><li>Release Management really needs to leverage Change and Configuration Management processes to excel </li></ul><ul><ul><li>Only approved changes can be released </li></ul></ul><ul><ul><li>Need Configuration Management to understand relationships, current builds in production and to understand risks </li></ul></ul><ul><ul><li>What can you do today? </li></ul></ul><ul><li>Begin with the next complex project </li></ul><ul><ul><li>Think of what you need to avoid the next failure </li></ul></ul><ul><ul><li>What activities would mitigate risks to an acceptable level to management? </li></ul></ul><ul><li>Work with development, not around development </li></ul><ul><ul><li>Leverage the existing SDLC if possible or assist in the creation of one </li></ul></ul><ul><li>Must involve relevant vendors </li></ul><ul><ul><li>Vendors must follow the same controls and processes or risks are not properly managed </li></ul></ul>
  20. 20. Getting Started (2) <ul><li>Review stakeholders to make sure all that are needed are engaged </li></ul><ul><ul><li>Engage due to business need or perception not just for awareness </li></ul></ul><ul><ul><li>Either too few or too many can be problematic </li></ul></ul><ul><ul><li>What about security, legal and/or compliance? They’re often overlooked </li></ul></ul><ul><li>Prove the concept of Release Management and rollout planning </li></ul><ul><li>ITIL says Release Management is for large projects but all changes / releases use aspects of Release Management </li></ul><ul><li>Funding is often included in project costs </li></ul><ul><li>Begin in a manner that is realistic given your resources, timeframe and needs then evolve the process over time </li></ul><ul><li>One of the keys to Release Management and rollback plans is the communication aspect </li></ul><ul><ul><li>Manage expectations </li></ul></ul><ul><ul><li>Keep the stakeholders informed as to progress and issues </li></ul></ul><ul><ul><li>Avoid surprises </li></ul></ul>
  21. 21. Getting Started (3) <ul><li>Remember – the introduction of a process, or changes to an existing process, require organizational change </li></ul><ul><li>Do not overlook the “soft” people and organizational issues. </li></ul><ul><li>Identify what you can successfully achieve today and start </li></ul><ul><ul><li>Ground process design by always analyzing if organizational needs are being met </li></ul></ul><ul><ul><ul><li>BE SURE TO ASK THE BUSINESS AND NOT JUST IT! </li></ul></ul></ul><ul><ul><li>At the outset, go for the 70% solution and learn – do not lock up in “analysis paralysis” </li></ul></ul><ul><li>Continuous process improvement over time is where the real gains will be made </li></ul>
  22. 22. Process References <ul><li>For a definitive reference, see ITIL’s Service Support Volume http://www.itil.co.uk/ </li></ul><ul><li>Microsoft’s Operations Framework http://www.microsoft.com/technet/itsolutions/cits/mo/smf </li></ul><ul><li>British Educational Communications and Technology Agency (BECTA) http://www.becta.org.uk/tsas </li></ul><ul><li>IT Process Institute’s Visible Ops Methodology http://www.itpi.org </li></ul><ul><li>PMI Project Management Body of Knowledge http://www.pmi.org </li></ul><ul><li>Projects in Controlled Environments version 2 (PRINCE2) http://www.prince2.org.uk/web/site/home/Home.asp </li></ul><ul><li>For additional material, use Google and search on keywords such as </li></ul><ul><ul><li>“ SDLC template” </li></ul></ul><ul><ul><li>“ Project Management template” </li></ul></ul><ul><ul><li>“ Release Management template” </li></ul></ul><ul><ul><li>“ Release Plan” </li></ul></ul><ul><ul><li>“ Rollout Plan” </li></ul></ul><ul><ul><li>“ Fallback Plan” </li></ul></ul>
  23. 23. Thank you for the privilege of facilitating this webcast George Spafford [email_address] http://www.pepperweed.com Daily News Archive and Subscription Instructions http://www.spaffordconsulting.com/dailynews.html
  24. 24. Questions?
  25. 25. Thank you for attending If you have any further questions, e-mail [email_address] For future EnterpriseNetworkingPlanet Webcasts, visit www.jupiterwebcasts.com/itsm

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