The document discusses optimizing IT performance during the development phase. It notes that addressing non-functional requirements like availability, capacity, security and continuity is key. The ITIL service delivery processes provide best practices for addressing non-functional requirements throughout the development lifecycle. Specifically, processes like service level management, availability management, capacity management, and information security management provide guidance on identifying and meeting non-functional requirements during planning, design, build, test and deployment phases.

1. Optimized IT Performance: The Key
Levers in the Development Phase
A Presentation - SEPG 2008
Session ID:1329
Date:
Authors:
Subrata Guha , Habeeb Mahaboob
Satyam Computer Services Ltd.

2. Key Takeaways
• Addressing non functional requirements is a key part of software
development
• ITIL Service Delivery processes provide best practice guidance to
address non functional requirements
– Service levels
– Availability
– Capacity
– IT Security
– IT Service Continuity
• Organizations should strive to establish an integrated process model
that will blend best practices

3. Agenda
• To discuss use of ITIL best practices within a typical development
lifecycle to ensure that non functional requirements are addressed

4. The Development Life cycle and
its impact on application performance
Idea and
Idea and Design Build Test Deploy Operate Optimise Retire
Requirements Design Build Test Deploy Operate Optimise Retire
Requirements
-
Points of discussion
Development Lifecycle • How do one decide what
Ensures adherence SLAs are required during the
Project Management to schedule and support phase ?
budget for the • What does one need to do
project during the development
System phase so as to be sure that
Requirements
engineering the SLAs can be achieved
Ensures
Design achievement of once the application is in
business production ?
Build requirements • How does one ensure that
releases stabilize quickly?
Test

5. Issues
• Non functional requirements are as critical as functional requirements
• The non functional requirements are the key to ensure
– The application meets performance requirements
– Is stable
• No guidance exists to identify and address non functional requirements

6. Our learning
• The Service Delivery processes of ITIL provide guidance for addressing
the non functional requirements
• The processes to be considered include
– Service Level Management
– Availability Management
– Capacity Management
– IT Service Continuity Management &
– Information Security Management
• The “PLAN” part of these processes provide guidance on the steps to be
taken to clearly identify non-functional requirements

7. ITIL Processes overview
Figure ©crown –Reproduced from ITIL V2

8. Availability Management Process -Introduction
Business Impact Service Dependency Identification of critical
Analysis used to identify Model used to monitoring points
service availability
requirements
establish component
– Cost of business downtime availability
– Adverse Publicity Transaction Handling
Service 99.99 %
– Business Termination
– Criminal/Civil Penalties
– Delayed Deadlines and
Deliveries
Ins03.bank
Database
RDMS
Branch
– Future Business or Funding
Losses
Application Server Web Server Web Server
– Increased Exposure to Fraud App08.bank.com
Web03.bank.com Web09.bank.com `
Workstation
– Lease Terminations Ws009.bank.com
– Loss of Morale
– Organizational Stress
`
– Union/Contractual
Ins 09.bank
Database
Firewall fw005.bank.com Router Router Workstation
RDMS
Ws10002.bank.com
Requirements Database Server
Db02.bank.com
99.9999 % Availability
Switch sw003.bank.com Monitoring
Corporate Lan
Availability
Availability Planning
Improvement
` `

9. Capacity Management Process -Introduction
Inputs Process Outputs
• Technology Business Capacity Management
• Service levels •Trend, forecast, model, prototype, size
and document future business •Capacity plans
• Business plans requirements •Capacity database
• Business strategy
•Baselines and profiles
• Business
•Thresholds and alarms
requirements
•Capacity reports
• Business volumes
Service Capacity Management •Service level
• Operational
•Monitor, analyze, tune and report on recommendations
schedules service performance, establish baselines •Costing and charging
• Deployment and profiles for use of services, manage recommendations
programs demand for services
•Proactive changes
• Project plans
•Service improvements
• Forward schedule of
•Revised operational
changes
Resource Capacity Management schedules
• Incidents and
•Management, monitor, analyze, run and •Effectiveness reviews
problems
report on the utilization of component, •Audit reports
• Financial plans establish baselines and profiles of use of
• Budgets components

10. Service level Management Process -Introduction
Establish Function
1.
Planning and Setting up SLM
Business
6. 2.
IT
Service Service
Organization
Review catalogue
Internal External
Department Supplier
5.
Measure, 3.
Monitor Draft the SLA
and
Operationalize Report 4. Implement
Negotiate
9

11. IT Service Continuity Management
PROCESS
Change Management Education Testing Review
Testing
Group Plans Risk Implement
and Procedures Reduction Standby Facilities
Create Planning Organization
Project
Strategy
Risk Analysis
Business Impact Analysis
Policy Organization Resources Scope
IT Service Continuity Planning Initiation
Slide adapted from Gartner

12. Generalizing
Business Service IT Resource
Requirements
gathering
Planning
(Designing?)
Monitoring
Database
Model

13. An enhanced development lifecycle will enable control over
eventual application performance
• An enhanced development lifecycle will
enable GSK to ensure application
performance after release
– The software development lifecycle to Requirements
ensure that functional requirements are development
met
– A separate development lifecycle to
ensure non functional requirements
– Availability
Design
– Capacity Non functional
– IT Service Continuity requirements
– Security
Implementation
Support
requirements
Testing
– A support development lifecycle to ensure
support requirements are developed
– Support organization
Release
– Integration with existing support elements ,e.g.
Help desk

14. Overview of process
Requireme
nts Design Code Implement
Gathering
Availability Plan
Business Service Service
Impact Level Dependency
Analysis Agreements Model
Capacity Plan
IT Service
Continuity Plan
Risk
assessment Controls plan

15. Analyze impact of service on business
Define service Establish
business
criticality
Assemble
business /IT
team
Analyze system
Review cost of Classify
down time of service
Identify business business
process supported process
Review other
implications of
Review other
business
services provided
process failure
Establish
Define service business
criticality

16. Service classification
• Service classification is done based on service rating by a team of cross
functional experts
• The team to rate the service on a scale of 1 to 5, with 1 being the lowest and 5
being the highest, on each of the following parameters:
– Strategic factors
– The Revenue impact
– Brand value/Image
– Contractual/Statutory/Legal requirements
– Time criticality
– Operational factors
– No. of Users
– Usage pattern
– Average monthly change frequency
– Dependency on other applications
.

17. IT Service Rating
Strategic Factors On a 1(lowest) – 5(highest) scale -
Loss of Brand Legal/
Business Loss of Time Overall Score
value/ Statutory/
processes Revenue Criticality
Reputation Contractual
BP1 4 4 4 4 4
BP2 4 5 5 4 4.5
BP3 4 3 5 3 3.75
Operational Factors On a 1(lowest) – 5(highest) scale -
Dependency
Business Average monthly Overall Score
No. of Users Usage pattern on other
processes bug frequency
applications
BP1 4 3 5 3 3.75
BP2 4 5 5 4 4.5
BP3 4 4 4 4 4

18. Assigning service classification based on service rating…
5
6 7 8 9 10
5 6 7 8 9
Strategic parameters 4
4 5 6 7 8
3
3 4 5 6 7
2
2 3 4 5 6
1
1 2 3 4 5
Operational parameters
Platinum
Gold
Silver
Bronze

19. Parameters Description
Name of Service <Write Text>
Description of Service This IT service provides
< Write Text>
Service Manager <Name>
Team Involved in Rating <Names>
< List the business units>
e.g. Academic & Science; Commercial; Professional OR
Identify the business functions supported IIR (Exhibitions, Conferences, PI), Omega, Communispond,Huthwait,Achieve
Global, ESI
<List the business processes>
Marketing (New order booking, order tracking, development payments,
customer records maintenance);
Identify the business processes supported Order Delivery (order design & delivery);
HR related (hiring, salary, incentives,personal records maintenance);
Facility administration (lease admin, payment to vendors); Finance(budget,
accounts, payments, taxes,)
Ratings Justifications
Impact of service outage on business in terms of:
Loss of revenue 2
Loss of brand value 1
Risk Assessment & Business Impact Analysis Legal/Statuatory requirement 1
<Critical Time period for business>
Month ending consolidation
Salary processing 4
Number of users 5
Usage pattern:
<Used by external customers of Informa>
Users base is local/regional/global
Operational factors <Used by external customers of Informa> Users
base is local/regional/global 5
Average monthly RFC frequency 3
System interdependence:
If this service fails the other IT systems are affected e.g. SAP, Coda,marketing 1
Average score on Risk assessment and business impact analysis 2
Average score on Risk assessment and business impact analysis 3.5
Overall score 5.5
Resultant service classification Silver

20. Reach agreement on service performance
• Service window Service Elements Activities
• Critical period
Service Disruption All regular activities for addressing issues on
• Availability Management
service disruption are considered here. This
includes both functional and technical issues which
– MTTR cause disruption to service E.g.: Password not
working, Application/Site not available, Unable to
MTBF upload or download reports due to Performance
• Volumes issues etc.
• Response time Change Control All activities for catering to Requests for
Enhancements/ additional functionalities, bug fixes
etc., are considered here. This includes activities to
validate, approve and review of change requests
Service Request All activities for supporting user requests which may
include requests for Customized reports, user set
Management up, access management etc., are considered here.
This also includes one off kind of activities, and all
those user issues which are not related to service
disruption
Operations Monitoring, Housekeeping, Data management,
tuning etc…
Management

21. Define service dependency model
Transaction Handling
Service
Ins03.bank
Database
RDMS
Branch
Application Server Web Server Web Server
Web03.bank.com Web09.bank.com `
App08.bank.com
Workstation
Ws009.bank.com
`
Ins 09.bank
Database
Firewall fw005.bank.com Router Router Workstation
RDMS
Ws10002.bank.com
Database Server
Db02.bank.com
Switch sw003.bank.com
Corporate Lan
` `

22. Plan to meet availability requirements
Management
Availability
Business
Users / Customers
and Storage, Analysis, Trending…
Availability Monitoring, Data Collection
Business Availability Requirements
options,
Serviceability Gaps and remedial
Identification of Availability /
Design for IT Availability IT Infrastructure
(Av)
Management
Availability
Service
Reliability + Resilience
& (Fault Detection &
Redundancy Auto recovery)
Manage for IT Availability
Management
Availability
Resource
Monitoring + Maintainability /
Serviceability
IT Support
Manual Recovery
Availability Availability
Plan DB

23. Plan to meet capacity requirements
Business Capacity Service Capacity Resource Capacity
Management Management Management
Tuning
Implementation Analysis Capacity
Plan
Monitoring
Identification of Availability / Serviceability Gaps and
remedial options,
Management
Demand
Capacity
Modeling
Application
Sizing DB
Capacity Monitoring, Data Collection and Storage, Analysis,
Trending…

24. Plan to meet disaster recovery requirements
Health Plan Test and
Business Impact Analysis Strategy Selection Creation
Check Maintenance
PHASES
a A B C D E F G I J K L M
Existing Critical Business Target Findings Minimum Minimum Backup Course Prepare Prepare Document Document
Plan business disruption recovery and recovery recovery strategies of action Team Plan Testing Maint
Analysis processes timescales conc. resources resources Proce- Draft Proce- Proce-
(business) (computer) dures dures dures
H
Recovery
locations
Review Points
Slide adapted from PWC Presentation on business continuity

25. Pulling it all together

26. A recommended DRAFT process framework
User
Risk Management processes
Business Interface processes User Interface
Development Lifecycle
Project Management Project?
Applications
Infrastructure
System Engineering
Application
Release Monitoring
Support Management (Operations)
Non functional
Support processes
Improvement processes

27. A DRAFT ALC process framework
User
Risk Management processes
Business Interface processes User Interface
Relationship Change Demand Performance
Planning Management Incident
Management Management reporting
Management
Development Lifecycle
Service
Project? Request
Project Management Applications
Management
Infrastructure
System Engg.
Requirements
Application
Design
Non functional Release Monitoring
Build
Management (Operations)
Support Test
Support processes
Configuration Management Supplier Management HR
Improvement processes Problem Management Defect prevention Service improvement

28. ADS is a set of processes delivering outcomes to business
Process group Objective
Business IT Interface •To understand (BU IT or LOB) customer requirements, plans and translate them to
IT actions efficiently, effectively. Includes relationship management, change
management, reporting
Development lifecycle •To deliver business requirements for „change the way business is done‟ solutions
effectively and efficiently. Includes project management and development lifecycle.
Includes design of service
User Interface •To address day to day requirement of users effectively and efficiently. Includes
management request management and incident management
Release management •A control function to ensure protection of the IT environment from unplanned
changes and hence disruptions
Monitoring (Operations) •To proactively monitor and control the IT environment to ensure smooth
functioning
Support processes •To manage supporting infrastructure including other stakeholders ( Infra teams,
vendors) ,human resources, configurations etc. Includes vendor management,
Human resources, configuration (or asset) management
Improvement •To ensure continuous improvement in the way services are rendered. Includes
processes problem (defect) management, service improvement management
Risk Management •To identify and control „risks‟ ( e.g. security, operational) that are faced by the ADS
Includes risk assessment, security policy, controls implementation and audits

29. Process models -Applicability
ISO 27000
ISO 20000
eSCM CS
CMMI
ITIL
CoBIT
PM Bok
Process
Business IT Interface    
Development lifecycle   
User Interface management  
Release management  
Monitoring (Operations) 
Support processes     
Improvement processes     
Risk Management  

30. Implementation Case Study

31. Customer Context
• Increasing e-enablement Growth in registered users
– Rapid increase in internet users-
booming stock market
– New products
• Rapid geographic spread 04- 04-
Q1 Q2
04- 04- 05- 05-
No. of users
Q3 Q4
– New branches Period
Q1 Q2
– ATM Network
– Point of Sales presence
3500
• Focus on compliance 3000
2500
– Transparency of operations 2000
1500
– Disastrous audit findings 1000
500
0
04- 04- No. of Nodes
04- 04-
Q1 Q2 05-
Q3 05-
Q4 Q1 Q2

32. Challenges to IT
• Stretched infrastructure Consulting Team
– Inadequate capacity Measure
– Frequent break downs Number of times CIO was
– Increasing time to restore sighted at a programmer
cubicle – (average) 3
times a day
• Increased number of changes
– Changes released without adequate testing – leading to further problems
– Increasing change queues –
– Average wait time for a change increased from 1 to 4 quarters
• Management in the dark
– No performance measures
– Time spend standing behind a programmer

33. IT Response – IT Transformation Project
• Streamline the functioning of the IT Development and Infrastructure
Support Services
• Implement operational standards based on internationally recognized
process improvement benchmarks like BS15000(ITIL)/CMMI/Project
Management frameworks
– Address pain areas of internal stakeholders
– Address issues raised by the external and internal audits.
– Demonstrate its improved process capability to relevant stakeholders
based on relevant international certifications / appraisals
– CMMI
– BS15000

34. Approach used
Process Deployment
Current Future State Definition Support
State Design
Analysis Planning
Assemble best Facilitate
Identify project Gather current deployment
practices
priorities practices planning
model
Review Facilitate IT
Identify teams, Gather system
current
activities requirements Selection /
documents
Modification
Discuss Propose
current state Establish process flow
with project plans Provide training
charts
practitioners
Define
Identify future procedures, Mentor
Consolidate state process guidelines and practitioners
process state flows templates
Facilitate Establish Conduct audits
Incorporate
objective enterprise & report on
review
setting level process implementation
comments
workshop architecture

35. Project milestones
IT Strategic Planning Framework
CMMI Level 4 Assessment
Bridge gaps for CMMI Level 4
CMMI Level 3 Assessment
Bridge gaps for CMMI Level 3
Vendor Management Framework
Application Development Lifecycle Framework
with CMMI Level 2
Project Management Office Framework
Project Management framework
BS 7799 Certification (Optional)
BS 7799 Based Information Security Framework
BS 15000 Certification
Bridge gaps for BS 15000 (BRM,SM)
IT Service Delivery Framework
IT Service Support Framework
Initiative Planning
Future State Design
Future State Visioning Workshop
Current State Study
0 1 2 3
Years

36. Bank IT Function Process Architecture
Management Review14 HRM 15 Program/ITSM Management Office 1
Project Management 1 9
Business –IT Interface
Security Policy Manual
Planning Business
Business
IT Financial Service Level
Relationship
Monitoring Measurement & Mgt Mgt
Mgt
and Control Analysis
7
Helpdesk
3 7
Security 16 Requirements
Assessment Development Users Incident Mgt
IT Quality Manual
Design 4 8
S/W &H/W Access Control Problem Mgt
IT Applications
Infrastructure 16
Build 4
2
User 3 Change Mgt
Testing 5 Acceptance
Release 6
Service Management Plan
Management
Testing
Infrastructure Monitoring 11
Planning 10
Availability Service Level Capacity
16 Service Capacity Availabili
IT Security ITSCM
Risk Assessment
Delivery ty
Planning 16
Planning Planning Planning IT Service Continuity Security
Support Processes
Process Asset Management 14 Quality Management Service Improvement Plan 14
12 13
Configuration Management Supplier Relationship Management

37. References
• Jim Porter “Planning Business Continuity” –IATA Webcast 2002
• Business Continuity Planning –Gartner presentation 2002
• ITIL V2

38. Thank you

39. Non functional requirements
Detail

40. Non-Functional Requirements (NFR) Structural
Breakdown
Non-functional
requir ements
Product Or ganizational External
requir ements requir ements requirements
Ef ficiency Reliability Portability Interoperability Ethical
requir ements requir ements requirements requirements requirements
Usability Delivery Implementation Standards Legislative
requirements requirements requir ements requirements requirements
Performance Space Privacy Safety
requirements requir ements requirements requirements
Ian Sommerville, Software Engineering, 6th Edition, 2000

41. Non-functional Requirements – Verifiable; Measured
•All requirements must be verifiable
– If not „verifiable‟ then there is no indication that these requirements
have been satisfied.
•Some must also be measured.
– Some requirements are measurable, such as response time;
availability time, etc.
– Some may be directly measured; some measured via simulation.

42. Categories of Non-Functional
Requirements
Quality Non-Functional Requirements
• All constrain the design to meet desired quality levels of usability, efficiency,
reliability, maintainability and reusability…
• Response time – particularly important for processes that process a lot of
data or use networks a great deal.
– Requirements might stipulate < two second response.
– Might use a Timing bar indicating progress…
– Response time may be considered a functional requirement for some „real
time systems.
• Throughput – for computationally-intensive applications or for heavy
transaction-oriented systems, the „number of transactions per minute or number
of computations per minute can/must be measured.
• Resource usage – Memory/Bandwidth/CPU Power

43. Categories of Non-Functional
Requirements
Quality Non-Functional Requirements
• Reliability – typically Mean Time Between Failures (MTBF) (number of
failures per week; define „failure.‟)
• Availability – Measures the time application is „up‟ and the period of down
time, when down.
• Recovery from failure – Mean Time To Repair: (MTTR) – critical to
some applications; not so for others; checkpoint restarts; auto-saves, etc. If
you specify the detailed procedure to follow, then this is a functional
requirement.
• Allowances for Reusability – may specify that a certain percentage of
the system must be designed generically to support reusability…

44. Categories of Non-Functional Requirements
Environment and Technology Constraints
• Platform
– What hardware / software the software must be able to work on.
– Normally indicate „least‟ platform
– e.g. Windows 2000; 60 MB free disk space….
• Technology to be used
– Programming language; database system. All individuals are familiar with
these languages / database nuances.
– Reduces need to train people

45. Categories of Non-Functional Requirements
Project Plan and Development Methods
• Development Process/Methodology
– SDLC; RUP; Agile Methods, Scrum; XP, Feature-Oriented
Development, etc.
– Particular approaches to testing (done by separate group;
„Where in chain of command?‟
– References to these must be included; not the details
• Cost and Delivery Dates
– Usually a very important constraint.
– May not be Negotiable (once the project starts)