Detailed outline of an Information Technology Infrastructure Library (ITIL) is a set of practices for IT service management (ITSM) that focuses on aligning IT services for Software Companies
SOFTWARE RELIABILITY AND QUALITY ASSURANCE
Reliability issues
Reliability metrics
Reliability growth modeling
Software quality
ISO 9000 certification for software industry
SEI capability maturity model
comparison between ISO and SEI CMM
SDLC is a framework defining tasks performed at each step in the software or system development process. It aims to produce high quality system that meets or exceeds customer expectations, work effectively and efficiently in the current and planned information technology infrastructure, and is inexpensive to maintain and cost effective to enhance.
This presentation includes different stages of Software Deveolopment.
SOFTWARE RELIABILITY AND QUALITY ASSURANCE
Reliability issues
Reliability metrics
Reliability growth modeling
Software quality
ISO 9000 certification for software industry
SEI capability maturity model
comparison between ISO and SEI CMM
SDLC is a framework defining tasks performed at each step in the software or system development process. It aims to produce high quality system that meets or exceeds customer expectations, work effectively and efficiently in the current and planned information technology infrastructure, and is inexpensive to maintain and cost effective to enhance.
This presentation includes different stages of Software Deveolopment.
Continuous Delivery presents a compelling vision of builds that are automatically deployed and tested until ready for production.
Most teams aren't there yet. Some never want to go that far. Others want to push the envelope further.
This deck presents a model for scoring yourself on the continuum and examples of how companies can decide what parts of CD to adopt first, later and not at all.
QualiTest hosts a webinar: Healthcare IT Testing - Challenges and Solutions
Tom Parnon, of QualiTest, discusses and shares a case study on the software testing challenges and solutions within the Healthcare IT Industry. Joined by Jill Reichert from Radys Children's Hospital, QualiTest provides insight on a comprehensive test automaton solution; including the planning, implementation, execution and management. We hope you find this presentation informative and insightful, you can find more about the software testing in the Healthcare IT industry and in general at www.qualitestgroup.com.
Hosted by Tom Parnon and Jill Reichert
Hosted on: 9/29/2015
QualiTest is the world’s second largest pure play software testing and QA company. Testing and QA is all that we do! visit us at: www.QualiTestGroup.com
SDLC
PDLC
Software Development Life Cycle
Program Development Life Cycle
Iterative model
Advantages of Iterative model
Disadvantages of Iterative model
When to use iterative model
Spiral Model
Advantages of Spiral model
Disadvantages of Spiral model
When to use Spiral model
Role of Management in Software Development
How to implement an enterprise system. Tips from my experience, touching: Project Management, Preparation, Build the customer specific implementation, Prepare roll-out, Deployment & Support
Agile requirements management webinar
Wednesday 6 February 2019
presented by
Frank Curtolo
The link to the write up page and resources of this webinar: https://www.apm.org.uk/news/agile-requirements-management-webinar/
Præsentation fra Jazz Roadshow 2011.
The value of integrated software delivery with
IBM Rational solution for
Collaborative Lifecycle Management.
Se mere fra IBM Softwaregroup på:
http://www.smarterbusiness.dk
Characterizing the Software Process: A Maturity FrameworkSachin Hiriyanna
Software Development Process, Maturity Framework is also called as CMM (Capability Maturity Model). This paper is published by Dr. Watts S. Humphrey. These slides help you understand the framework.
Oplægget blev holdt ved et seminar i InfinIT-interessegruppen Softwaretest den 29. februar 2012.
Læs mere om interessegruppen på http://www.infinit.dk/dk/interessegrupper/softwaretest/softwaretest.htm
Continuous Delivery presents a compelling vision of builds that are automatically deployed and tested until ready for production.
Most teams aren't there yet. Some never want to go that far. Others want to push the envelope further.
This deck presents a model for scoring yourself on the continuum and examples of how companies can decide what parts of CD to adopt first, later and not at all.
QualiTest hosts a webinar: Healthcare IT Testing - Challenges and Solutions
Tom Parnon, of QualiTest, discusses and shares a case study on the software testing challenges and solutions within the Healthcare IT Industry. Joined by Jill Reichert from Radys Children's Hospital, QualiTest provides insight on a comprehensive test automaton solution; including the planning, implementation, execution and management. We hope you find this presentation informative and insightful, you can find more about the software testing in the Healthcare IT industry and in general at www.qualitestgroup.com.
Hosted by Tom Parnon and Jill Reichert
Hosted on: 9/29/2015
QualiTest is the world’s second largest pure play software testing and QA company. Testing and QA is all that we do! visit us at: www.QualiTestGroup.com
SDLC
PDLC
Software Development Life Cycle
Program Development Life Cycle
Iterative model
Advantages of Iterative model
Disadvantages of Iterative model
When to use iterative model
Spiral Model
Advantages of Spiral model
Disadvantages of Spiral model
When to use Spiral model
Role of Management in Software Development
How to implement an enterprise system. Tips from my experience, touching: Project Management, Preparation, Build the customer specific implementation, Prepare roll-out, Deployment & Support
Agile requirements management webinar
Wednesday 6 February 2019
presented by
Frank Curtolo
The link to the write up page and resources of this webinar: https://www.apm.org.uk/news/agile-requirements-management-webinar/
Præsentation fra Jazz Roadshow 2011.
The value of integrated software delivery with
IBM Rational solution for
Collaborative Lifecycle Management.
Se mere fra IBM Softwaregroup på:
http://www.smarterbusiness.dk
Characterizing the Software Process: A Maturity FrameworkSachin Hiriyanna
Software Development Process, Maturity Framework is also called as CMM (Capability Maturity Model). This paper is published by Dr. Watts S. Humphrey. These slides help you understand the framework.
Oplægget blev holdt ved et seminar i InfinIT-interessegruppen Softwaretest den 29. februar 2012.
Læs mere om interessegruppen på http://www.infinit.dk/dk/interessegrupper/softwaretest/softwaretest.htm
A Practical Guide to CMDB Deployment in a Tivoli EnvironmentAntonio Rolle
This presentation focuses on the significance of the CMDB to your organization and offers practical guidelines for successful population of the CMDB utilizing the Tivoli Netcool suite of products. Specific products discussed include Precision for IP Networks, Tivoli Application Dependency Discovery Manager (TADDM), Tivoli Business Service Manager (TBSM) and Maximo.
CMDB Presentation from keynote at ITSMF Pittsburgh Local Interest Group.
Topic: CMDB as a Corporate Asset
Presenter: Abbas Haider Ali, VP Product Strategy at Managed Objects
Agenda:
* CMDB 101 - What is it, What ins't it, and Why should you care about having one?
* Selecting what goes with your CMDB asset management, performance management, discovery data, IT management
* Monolithic vs. Disctributed CMDBs - One to rule them all?
* Practical guide to implementing a CMDB (customer case studies)
* Use cases and ROI realized
* Whiteboard / Discussion with audience suggestions on CMDB topics
This presentation is about -
History of ITIL,
ITIL Qualification scheme,
Introduction to ITIL,
For more details visit -
http://vibranttechnologies.co.in/itil-classes-in-mumbai.html
Introduction to itil v3/ITSM Processes and FunctionsPrasad Deshpande
IT service Management ITIL v3 Processes and Functions ranging from ITIL Life cycle, Incident, Problem and Change Management, Service Desk, Application Management
Structured NERC CIP Process Improvement Using Six SigmaEnergySec
Presented by: Chris Unton, Midwest ISO (MISO)
Abstract: MISO embarked on a structured, comprehensive process improvement program to make advancements in cyber security risk reduction as well as CIP compliance. The program utilizes the Six Sigma framework to reduce process defects and gain efficiencies. The 13 month effort comprises process level health checks; assignment of functional roles, responsibilities, and oversight; cross-functional process improvement events; and training/awareness curriculums to lock in the improvements. As a result, MISO not only is strengthening its cyber security and compliance posture, but also positioning the company for a smoother adoption of controls based audits when applicable. In this presentation, Mr. Unton will walk through the process and show how this has been instrumental in greatly enhancing MISO’s security and compliance environment.
This presentation explains how IT auditing is important for all organizations to adequately protect critical IT systems, streamline systems management, reduce the risk of data loss, damage or leakage.
Standards metadata management - version control and its governanceKevin Lee
Over the past decade, CDISC Standards have been widely accepted and implemented in clinical research. The FDA’s final “Guidance for Industry on electronic submission” mandates that submission data conform to CDISC standards, including SDTM, ADaM and SEND. Life sciences organizations, therefore, need to ensure that submission data be compliant to regulatory requirement standards (e.g., CDISC and eCTD). One of the biggest challenges, however, that organizations face is the evolution of standards, which lead the different versions of standards. The presentation will discuss how organization manage the different versions of industry standards and company standards. The presentation will introduce governance on metadata management.
Standards governance simply means “Do the right things” in standards implementation and management. The presentation will discuss how life sciences organizations can better fulfill their goals for standards implementation and management using governance. The presentation will also discuss the main aspects of data governance from the CDISC standards perspective, addressing the role of people(e.g., requestor, developer and approval), processes(e.g., work flow of requesting, developing and approving), and technology (e.g., spreadsheet, share point and MDR).
Launch180 Early adopters guide Incubator Case StudyDaniel Brody
Our focus is on the latter two. To help start-ups achieve first revenue within 180 days, but perhaps even more importantly to spend substantially less money in their initial start-up phase.
Dan Brody Information and Technology Coach for HireDaniel Brody
As a highly skilled Information and Technology Executive with over 20 years’ experience with extensive subject matter expertise in IT Services Management (ITSM) and ITIL, methods, PMP, processes, strategic technology infrastructure planning, and developing cost effective solutions to meet customer business requirements. Hands on comprehensive experience in developing and implementing large scale global enterprise and digital solutions across many industries, I am pleased to submit my resume in consideration for Vice President Information Technology.
A Project Management Office, abbreviated to PMO, is a group or department ... base project management principles on industry-standard methodologies. Daniel outlines best practices for a larger project team.
YIELD Marketing Control Center MCC is an intelligent web-based solution for consumer marketers to easily create, manage and track all of your mobile, online and social marketing campaigns on a single platform…giving you a 360 degree view of your customers thus deepening your one-to-one customer relationships
Are looking for a trusted Technologist to help you grow your business? Someone who is entrepreneurial mindset with particle business experience, then view this presentation.
top nidhi software solution freedownloadvrstrong314
This presentation emphasizes the importance of data security and legal compliance for Nidhi companies in India. It highlights how online Nidhi software solutions, like Vector Nidhi Software, offer advanced features tailored to these needs. Key aspects include encryption, access controls, and audit trails to ensure data security. The software complies with regulatory guidelines from the MCA and RBI and adheres to Nidhi Rules, 2014. With customizable, user-friendly interfaces and real-time features, these Nidhi software solutions enhance efficiency, support growth, and provide exceptional member services. The presentation concludes with contact information for further inquiries.
Enhancing Research Orchestration Capabilities at ORNL.pdfGlobus
Cross-facility research orchestration comes with ever-changing constraints regarding the availability and suitability of various compute and data resources. In short, a flexible data and processing fabric is needed to enable the dynamic redirection of data and compute tasks throughout the lifecycle of an experiment. In this talk, we illustrate how we easily leveraged Globus services to instrument the ACE research testbed at the Oak Ridge Leadership Computing Facility with flexible data and task orchestration capabilities.
Understanding Globus Data Transfers with NetSageGlobus
NetSage is an open privacy-aware network measurement, analysis, and visualization service designed to help end-users visualize and reason about large data transfers. NetSage traditionally has used a combination of passive measurements, including SNMP and flow data, as well as active measurements, mainly perfSONAR, to provide longitudinal network performance data visualization. It has been deployed by dozens of networks world wide, and is supported domestically by the Engagement and Performance Operations Center (EPOC), NSF #2328479. We have recently expanded the NetSage data sources to include logs for Globus data transfers, following the same privacy-preserving approach as for Flow data. Using the logs for the Texas Advanced Computing Center (TACC) as an example, this talk will walk through several different example use cases that NetSage can answer, including: Who is using Globus to share data with my institution, and what kind of performance are they able to achieve? How many transfers has Globus supported for us? Which sites are we sharing the most data with, and how is that changing over time? How is my site using Globus to move data internally, and what kind of performance do we see for those transfers? What percentage of data transfers at my institution used Globus, and how did the overall data transfer performance compare to the Globus users?
In 2015, I used to write extensions for Joomla, WordPress, phpBB3, etc and I ...Juraj Vysvader
In 2015, I used to write extensions for Joomla, WordPress, phpBB3, etc and I didn't get rich from it but it did have 63K downloads (powered possible tens of thousands of websites).
A Comprehensive Look at Generative AI in Retail App Testing.pdfkalichargn70th171
Traditional software testing methods are being challenged in retail, where customer expectations and technological advancements continually shape the landscape. Enter generative AI—a transformative subset of artificial intelligence technologies poised to revolutionize software testing.
How to Position Your Globus Data Portal for Success Ten Good PracticesGlobus
Science gateways allow science and engineering communities to access shared data, software, computing services, and instruments. Science gateways have gained a lot of traction in the last twenty years, as evidenced by projects such as the Science Gateways Community Institute (SGCI) and the Center of Excellence on Science Gateways (SGX3) in the US, The Australian Research Data Commons (ARDC) and its platforms in Australia, and the projects around Virtual Research Environments in Europe. A few mature frameworks have evolved with their different strengths and foci and have been taken up by a larger community such as the Globus Data Portal, Hubzero, Tapis, and Galaxy. However, even when gateways are built on successful frameworks, they continue to face the challenges of ongoing maintenance costs and how to meet the ever-expanding needs of the community they serve with enhanced features. It is not uncommon that gateways with compelling use cases are nonetheless unable to get past the prototype phase and become a full production service, or if they do, they don't survive more than a couple of years. While there is no guaranteed pathway to success, it seems likely that for any gateway there is a need for a strong community and/or solid funding streams to create and sustain its success. With over twenty years of examples to draw from, this presentation goes into detail for ten factors common to successful and enduring gateways that effectively serve as best practices for any new or developing gateway.
Innovating Inference - Remote Triggering of Large Language Models on HPC Clus...Globus
Large Language Models (LLMs) are currently the center of attention in the tech world, particularly for their potential to advance research. In this presentation, we'll explore a straightforward and effective method for quickly initiating inference runs on supercomputers using the vLLM tool with Globus Compute, specifically on the Polaris system at ALCF. We'll begin by briefly discussing the popularity and applications of LLMs in various fields. Following this, we will introduce the vLLM tool, and explain how it integrates with Globus Compute to efficiently manage LLM operations on Polaris. Attendees will learn the practical aspects of setting up and remotely triggering LLMs from local machines, focusing on ease of use and efficiency. This talk is ideal for researchers and practitioners looking to leverage the power of LLMs in their work, offering a clear guide to harnessing supercomputing resources for quick and effective LLM inference.
Large Language Models and the End of ProgrammingMatt Welsh
Talk by Matt Welsh at Craft Conference 2024 on the impact that Large Language Models will have on the future of software development. In this talk, I discuss the ways in which LLMs will impact the software industry, from replacing human software developers with AI, to replacing conventional software with models that perform reasoning, computation, and problem-solving.
Unleash Unlimited Potential with One-Time Purchase
BoxLang is more than just a language; it's a community. By choosing a Visionary License, you're not just investing in your success, you're actively contributing to the ongoing development and support of BoxLang.
Gamify Your Mind; The Secret Sauce to Delivering Success, Continuously Improv...Shahin Sheidaei
Games are powerful teaching tools, fostering hands-on engagement and fun. But they require careful consideration to succeed. Join me to explore factors in running and selecting games, ensuring they serve as effective teaching tools. Learn to maintain focus on learning objectives while playing, and how to measure the ROI of gaming in education. Discover strategies for pitching gaming to leadership. This session offers insights, tips, and examples for coaches, team leads, and enterprise leaders seeking to teach from simple to complex concepts.
Globus Connect Server Deep Dive - GlobusWorld 2024Globus
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Prosigns: Transforming Business with Tailored Technology SolutionsProsigns
Unlocking Business Potential: Tailored Technology Solutions by Prosigns
Discover how Prosigns, a leading technology solutions provider, partners with businesses to drive innovation and success. Our presentation showcases our comprehensive range of services, including custom software development, web and mobile app development, AI & ML solutions, blockchain integration, DevOps services, and Microsoft Dynamics 365 support.
Custom Software Development: Prosigns specializes in creating bespoke software solutions that cater to your unique business needs. Our team of experts works closely with you to understand your requirements and deliver tailor-made software that enhances efficiency and drives growth.
Web and Mobile App Development: From responsive websites to intuitive mobile applications, Prosigns develops cutting-edge solutions that engage users and deliver seamless experiences across devices.
AI & ML Solutions: Harnessing the power of Artificial Intelligence and Machine Learning, Prosigns provides smart solutions that automate processes, provide valuable insights, and drive informed decision-making.
Blockchain Integration: Prosigns offers comprehensive blockchain solutions, including development, integration, and consulting services, enabling businesses to leverage blockchain technology for enhanced security, transparency, and efficiency.
DevOps Services: Prosigns' DevOps services streamline development and operations processes, ensuring faster and more reliable software delivery through automation and continuous integration.
Microsoft Dynamics 365 Support: Prosigns provides comprehensive support and maintenance services for Microsoft Dynamics 365, ensuring your system is always up-to-date, secure, and running smoothly.
Learn how our collaborative approach and dedication to excellence help businesses achieve their goals and stay ahead in today's digital landscape. From concept to deployment, Prosigns is your trusted partner for transforming ideas into reality and unlocking the full potential of your business.
Join us on a journey of innovation and growth. Let's partner for success with Prosigns.
Climate Science Flows: Enabling Petabyte-Scale Climate Analysis with the Eart...Globus
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Enterprise Resource Planning System includes various modules that reduce any business's workload. Additionally, it organizes the workflows, which drives towards enhancing productivity. Here are a detailed explanation of the ERP modules. Going through the points will help you understand how the software is changing the work dynamics.
To know more details here: https://blogs.nyggs.com/nyggs/enterprise-resource-planning-erp-system-modules/
Custom Healthcare Software for Managing Chronic Conditions and Remote Patient...Mind IT Systems
Healthcare providers often struggle with the complexities of chronic conditions and remote patient monitoring, as each patient requires personalized care and ongoing monitoring. Off-the-shelf solutions may not meet these diverse needs, leading to inefficiencies and gaps in care. It’s here, custom healthcare software offers a tailored solution, ensuring improved care and effectiveness.
5. IT Infrastructure Library
• A set of books describing code
of best practice for IT Service
provision
• UK Government
• First edition – Late 80’s
• Revised in 2000
• Non-proprietary
• Platform independent
ITIL
9. ITIL Publications
Planning to Implement Service Management
The Business Perspective
Application Management
ICT Infrastructure Management
Security Management
Service Support
Service Delivery
Planning to Implement Service Management
Service Management
Service
Support
Service
Delivery
T
h
e
B
u
s
i
n
e
s
s
The
Business
Perspective
Applications Management
ICT
Infrastructure
Management
T
h
e
T
e
c
h
n
o
l
o
g
y
Security
Management
12. Mission
To identify, control and audit the information
required to manage IT services by defining and
maintaining a database of controlled items, their
status, lifecycles and relationships and any
information needed to manage the quality of IT
services cost effectively
14. Objectives
• Identify & record management information
• Account for all IT assets & configurations
• Control the information in the database
• Ensure that information reflect reality
• Provide a basis for management
• Provide status of components
18. How low do you go???
• CI Levels
– Lowest level of independent change
– Who are you and what are you doing?
– Information value vs collection effort
20. Key Terms
• Relationship
– Primary
– Secondary
• Baseline
– Snapshot of a CI at a time or stage
• Variant
– A baseline with minor differences
• Model, Version and Copy numbers
– Type
– Unique
– Version / Copy
21. Life Cycles
• Stages in the life of a CI
• Allow CIs to be moved and tracked
Ordered
Delivered
Set up
Installed
Withdrawn
Maintenance
23. Stages in Configuration Management
• Identification
• Control
• Status Accounting
• Verification / Audit
24. Identification
• Logical
– What items need to be recorded?
– What do we need to know about them?
• Physical
– Marking items that are under Configuration
Management control
Logical & Physical
25. Basic Principles
• CIs must be uniquely identified
• Prominent & clearly visible
• Meaningful naming
• Copy numbers must be catered for
• Cater for growth
26. Control
• Information in the CMDB
– Access
– Changes
– Adding new items
• To achieve control
– Agree and freeze CI specification
– Only allow changes through change management
27. Status Accounting
• Uses lifecycles and attributes
• Records and reports on
– Current data
– Historical data
28. Verification & Audit
• Does the CMDB reflect reality?
• Accuracy is improved by
– Active rather than passive CMDB
– Automatic updating
– Integration with other processes
– Automatic checks
37. Benefits
• Accurate information & documentation on CI’s
• Control of valuable CI’s
• Legal Obligations
• Financial & expenditure planning
• Registration of Software Changes
• Contingency planning
• Improving Release Management
• Improved security
• Trending data
38. Costs
• Staff costs
– Initial audit
– Management
• HW & SW identification & Level of control
• Number of users who have access
• Need for tailoring
• Diversity & quality of information
• Level of integration
39. Possible Problems
• Incorrect CI level
• Emergency changes
• Over-ambitious schedules
• Circumvention of procedures
• Manual systems
• Over expectation
• Isolated implementation
• Difficult without Change Management
• Difficult to cost justify
• No operational use of the system
41. Mission
To manage all changes that could impact on IT’s
ability to deliver services through a formal,
centralised process of approval, scheduling and
control to ensure that the IT Infrastructure stays
aligned to business requirements with minimum risk
42. Objectives
• Manage the process of:
– Requesting changes
– Assessing changes
– Authorising changes
– Implementing changes
• Prevent unauthorised changes
• Minimise disruption
• Ensure proper research and relevant input
• Coordinate build, test and implementation
43. Scope
Hardware
System Software
Communications Equipment and Software
‘Live’ Application Software
All documentation, plans and procedures relevant to the
running, support and maintenance of live systems
Environmental Equipment
45. Key Terms and Roles
• Request for Change (RFC)
– Contains all necessary information to make the change
• Change Advisory Board (CAB)
– Assesses resource requirements and impact
– Advises the Change Manager
• CAB Emergency Committee (CAB/EC)
– Urgent changes
– 1-3 senior staff
46. • Forward Schedule of Change (FSC)
– Details of approved changes & dates
• Projected Service Availability (PSA)
– Best time for change to be implemented
• Change Model
– Pre-defined path
• Standard Change
– Pre-authorised change
48. Initiate Change
Filter Requests
Initial Priority
Decide Category
Urgent?
Normal Change
Procedure
Reject
To urgent procedure
Yes
Change Model?
To Change Model
procedure
Yes
Minor Significant Major
Assess impact and resources. Confirm priority and ScheduleAuthorised?
No
Yes
Refers RFC upwards. IT Director
decides then passes to CAB for
actioning
Circulates RFCs
to CAB members
Authorises and schedules
change. Report action to
CAB
49. Independent Testing
Build change, Testing &
back out Plans
Co-ordinates
implementation
Working?
Monitor/Review Change
Back out / Refer back to
CAB
Normal Change
Implementation
Procedure
From Normal Change
Yes
No
Successful?
Yes
Close
No
To Start
Failure
Update Documentation
50. Urgent CAB or
CAB/EC meeting
Assess impact resource
requirements and urgency
Urgently prepares the
change
Urgent? To normal procedure
Urgent Change
Procedure
Time for test? Urgent Testing
Yes
No
Yes
Failure
No
Co-ordinate
implementation
53. Benefits to Business
• Greater IT & business alignment
• Higher availability
• Increased productivity
• More communication – greater trust
• IT can handle more changes
• Balance between need for change & potential impact
54. Financial Benefits
• More accurate forecasting
• Better quality decisions
• Reduction in amount of rework
55. IT Benefits
• Easier to meet SLA’s
• Fewer change failures
• Back out plans – easier restore
• Valuable input for problem & availability
• Increased productivity of IT Staff
59. Mission
To take an holistic view of a change to an IT Service
and ensure that all aspects of a release, both
technical and non-technical, are considered
together
60. Why Release Management?
• Large or critical
hardware roll-outs
• Major software roll-
outs
• Bundling or batching
related sets of
changes
In-house
applications
“Other” software
Utility Software
System Software
Hardware
Specifications
Assembly
Instructions
User Manuals
62. Key Concepts
• Release
– Collection of authorised changes
– Major / minor / emergency
• Definitive Hardware Store (DHS)
– Storage of Hardware spares
• CMDB
– Definitions of planned releases
– Records of CI’s impacted by release
– Information about the target of environment
63. Key Concepts
• Definitive Software Library (DSL)
– Physical secure storage
– Source code & Original media
• Build Management
– Controlled environment
– Compiled on dedicated “build hardware”
• Release Policy
– Roles, responsibility & content
– Form part of initial planning
• Release Unit
– Components released together
64. Release Units
• Systems, suites, programs and modules
• Factors affecting the level of release
– Number and extent of changes
– Number of changes that can be managed
– Available resources and time
– Ease of implementation
– Complexity of the release
65. Release Units
System 1
Suite 2.1
Program 2.2.1
Module 2.2.2.1 Module 2.2.2.2 Module 2.2.2.3
Program 2.2.2 Program 2.2.3
Suite 2.2 Suite 2.3
System 2 System 3
IT Infrastructure
66. Development Releases - and
• Managed by development
• Must not affect live services
• Should not require production resources
• Customer agreement obtained
• Usage covered in SLAs
• Must not replace live systems
• Must be licensed
67. Normal Release - Full
• All components built, tested, distributed &
implemented together
• Better integrated testing
• Easier to detect & rectify problems
• Complex & will require more resources
68. Normal Release -
• Partial release
• Contains only new or changed items
• Not as stable as full releases
• Authorisation of a delta release depends on:
– Size of a full release compared to the delta
– Urgency of required facilities
– Number of changes already made
– Potential business impact
– Available resources
69. Normal Release – Package
• Combination of release units
• Reduces number and frequency of releases
• Better integration and testing
• Less old or incompatible software
• Could result in delays to fixes or enhancements
• Greater potential for disruption
71. Urgent Releases
• Disruptive and error prone
• Often used to bypass Change Management
• Controls are essential
– Use software from the DSL
– Software must be replaced through the DSL
– Must follow Change Management
– CMDB must be updated
– Version control
– Testing and documentation
– Give notice
72. Back-Out Plan
• Documents actions that will restore service
• Still part of change
• Two approaches
– A full reversal of release
– Contingency plans to restore as much as possible
• Should be verified and tested
76. Release Planning
• Agreeing release content
• Planning phases of releases
• Produce schedule
• Assess hardware at target site
• Plan resource requirements
• Obtain quotes if upgrades are required
• Produce back out plans
• Develop quality plan
• Plan acceptance of support groups
77. Designing, Building & Configuring
• Components assembled in controlled process
• All components of release should be under
Configuration control
78. Testing & Release Acceptance
• Before going to live
• Types of testing
– Functional testing
– Operational testing
– Performance testing
– Integration testing
– Testing & back out plans
• Final acceptance & sign off – part of Change
• Rejection treated as failed change
80. Communication, Preparation &
Training
• Support staff & customers
• Training
• Parallel working
• Involvement in acceptance process
• Rollout planning meetings
81. Distribution & Installation
• Distribution
– Equipment reaches destination in time & in tact
– Secure Storage Areas
– Checked against relevant documentation
– Final check before implementation
• Installation
– Functional checks of equipment
– Automate deployment
– Installation routines
– Include check of target
– User checklists?
82. Software ordered
Software developed
and supplied
Acceptance checks
OK?
Rectification
Action
No
Software placed in DSL
Final approval
Package built in
test environment
Operational
acceptance testing
OK?
No Build in live
environment
Distribute to live
environment
Implemented on
live environment
C
M
D
B
Normal Flow of software
84. Business Benefits
• Minimum disruption
• Better quality of service
• Fewer & less frequent releases
• Effective scheduling of users for testing
• Overall reduction in business risk
• Business knows what to expect & can plan
85. Financial Benefits
• Assets more controlled
• Less time & resources spent on rework
• More responsive to revenue producing
opportunities
• Prevention of duplication of activities
86. IT Benefits
• Consistent quality of releases
• Centralised control
• Improved quality and control of changes
• Effective planning of staff activities
• Number of regressions are reduced
• Easier detection of unauthorised and incorrect
versions
• Less blame shifting
87. Costs
• Storage costs
• Build , test and archive environments
• Secure equipment stores
• Software distribution tools
• Network bandwidth
• Telecommunications
• Staff and training
88. Problems
• Circumvention of procedures
• Emergency fixes
• Distribution of builds directly from development
• Uncoordinated implementation of Software and
Hardware
• Resources not available for testing
• Test results are invalid
• Process is seen to be unclear or bureaucratic
91. The Service Desk
Structure not a process
• Drive & improve service to the business
• Single point of contact
– Advice
– Guidance
– Rapid restoration to service
92. Role of the Service Desk
• Supports the incident & problem management
function
• Provide a central point of contact
– Preventing the same incident being reported to
different people over & over
– Preventing the loss of incidents
– Preventing technical people being disrupted
– Preventing unnecessary work if already known error
93. Objectives
• Single point of contact for reporting of incidents
• Accurately record information about incidents
• Co-ordinate activities to restore service to normal
• Support the incident & problem management functions
• Provide management information
• Provide support & advice to business
95. Service Desk Functions
• Log Incident
• Pre-scan phase
– Not Known Error
– Proper procedure have been followed
– Required supporting evidence is complete & present
• Incident Management
• Service Desk remains responsible
• Responsible for escalation
• Regularly feeds back to user
96. Service Desk & Change Management
• Log Changes & cross reference to problems
• Issue change schedules
• Monitor & track changes & assist with escalation
• Inform users of change once complete & update
change schedules
97. Common Features of Service Desks
• A single point of contact for all users
• A central log of all incidents
• Each incident uniquely numbered and date/time stamped
• Diagnostic scripts and other aids
• Configuration Management Support Tools
• Known Error Lists
• An impact coding system
98. Common Features of Service Desks
• Automatic escalation procedures based on impact, priority
and elapsed time
• Telephone and electronic mail communication with all
support staff
• Interface to Service Level Agreements
• Regular progress reporting
• Classification of incidents at call closure
• Regular management summaries of calls received and
resolved
100. Local Service Desk
• Local desk meeting local needs
• Support staff also local
• Becomes impractical with multiple locations
• Several local desks – operational standards
• Common processes across all locations
101. Local Service Desk
Local
User
Local
User Local
User
Third Party
Support
Network &
Operations
Support
Application
Support
Desktop
Support
Service Desk First line Support
102. Centralised Service Desk
Customer Site
1
Customer
Site 2
Customer
Site 3
Third Party
Support
Network &
Operations
Support
Application
Support
Desktop
Support
Service Desk
Second Line Support
103. Modem
Virtual
Service
Desk
Paris Service Desk Sydney Service
Desk
Modem
Third Party Supplier
Service Desk
Cape Town
Service Desk
Local Users
LAN
Service
Management
Database(s)
London Service
Desk
Toronto Service
Desk
fax
LAN
Durban Service
Desk
User Site ‘n’User Site I
Telephone
Local Users Remote Users
104. Virtual Desks
• Physical location immaterial
• Used for global organisation
• Benefits include
– Reduced operational costs
– Consolidated management overview
– Improved usage of available skills
– Knowledge sharing
• Onsite assistance still required
105. Outsourcing
• Have outsourcers use your Service Desk tool
• Keep ownership of management information
• Ensure suitably skilled staff
• Request details of staff
• Monitor value for money
• Check supplier dependencies
• Ensure deliverables are clearly understood
108. Technically Unskilled Staff
• Centralised Service Desks
• Emphasis on interpersonal skills
• Large call volumes, little support
• Administrates and coordinates calls
• Relies on diagnostic scripts and other tools
• Technical staff are not distracted or demotivated
• No in-depth support
• Potential job satisfaction is high
109. Technically Skilled Staff
• Lower call volumes, greater support
• Longer call times
• May become to involved in technical aspects
• Job satisfaction issues
• Customer satisfaction issues
• Peak time staffing issues
• Familiarity breeds contempt
110. Expert Staff
• Resolve all calls
• Staff are more important than procedures
• Will play the role of technical departments
112. Definition of an Incident
Any event which is not part of the standard operation of a
service and which causes, or may cause, an interruption
to, or reduction in, the quality of that service
Includes
• New services
• Automatically registered events
113. Mission
To minimise the impact of service disruptions
to the business by restoring that service
through effective management of incidents
114. Scope
• Inputs
– Incident details from service desk
– Configuration details
– Matched incidents, problems & known errors
– Resolution details
– RFC
• Outputs
– RFC for resolution
– Resolved & closed incidents
– Communication to Customers
– Management information
115. Objectives
• Restoration of service as quickly as possible
• Ensure timely resolution of all incidents
• Identify trends that may assist in incident
resolution
• Assist problem management in identifying trends
117. Incident Handling
• Service Desk owns Incidents
• Progress reporting
• Incident Lifecycles
– New
– Accepted / Assigned
– Scheduled
– WIP
– On Hold / Waiting
– Resolved
– Closed
118. Levels of Support
• 1st line Support
– Service Desk
• 2nd Line Support
– Incident Management
• 3rd Line Support
– Specialist Group
119. Key Concepts (cont.)
• Ownership & Communication
– Monitor status against open Incidents
– Incidents passed between support groups
– Affected users are kept informed
– Check for similar Incidents
– Incidents that are likely to exceed SLA times
• Escalation
– Functional Escalation
– Hierarchical Escalation
122. Key Concepts (cont.)
• Incidents, Problems and Known Errors
– Incidents are events or occurences that degrade or
disrupt a Service
– A problem is the underlying cause of one or more
incidents that have not yet been diagnosed
– Known Errors are
• Problems that have been diagnosed and have not yet been
rectified
• Problems that have been diagnosed and for which a resolution
or circumvention exists
124. Reasons for classification
• Identifying the service the Incident is
related to
• Associate the Incident with the SLA
• Selecting the most suitable support team
• Indication of the impact and/or severity
• Match Incidents to Known Errors
• Determine a reporting structure
Incident detecting
& recording
Initial classification
& support
Service
Request
Service Request
Procedure
•Service Desk
•System Monitoring tools
•Capturing base & initial data•Diagnostic Scripts
•Known Error Database
•Skill Levels
•Knowledge base and/or expert software
125. Incident detecting
& recording
Initial classification
& support
Service
Request
Investigation &
diagnosis
Resolution &
recovery
Incident Closure
Service Request
Procedure
Ownership,monitoring,trackingand
communication
• Support group accepts assignment
• Advise if work around can be provided
• Attempt resolution
• Record all details
126. • Monitor status against open Incidents
• Incidents passed between support
groups
• Affected users are kept informed
• Check for similar Incidents
• Incidents likely to exceed SLA times
• Escalation
Ownership,monitoring,trackingand
communication
127. Incident detecting
& recording
Initial classification
& support
Service
Request
Investigation &
diagnosis
Resolution &
recovery
Service Request
Procedure
Ownership,monitoring,trackingand
communication
Incident Closure
128. Incident
CMDB
Incident, Problem
& KE databases
Diagnostic data
system dumps and
journals
Support staff
allocation
Basic fact
gathering
Enquiries on
historical data
Support staff
allocation
Allocate
further support
Incident Closure
Diagnosis/
Circumventions?
Escalation
threshold
exceeded
Liaise with Problem
Management to create
Problem or Known Error
record where appropriate
Who, When
•
Results?
•
Correlations
•
Dumps, ID’s etc
•
Diagnosis and
resolution/
circumvention
action
•
What, why when?
•
When
Incident progress
summary
Free Format
text record
Diagnostic data
search
Y
Y
N
N
130. Mission
To minimise the disruption of IT services by
organising IT resources to resolve problems,
preventing them from recurring and recording
information that will improve the way in which
IT deals with problems, resulting in higher levels
of availability and productivity.
131. Scope
• Reactive
– Solving problems in response to incidents
• Proactive
– Solving problems before incidents occur
The main goal of Problem Management is the detection of
the underlying causes of an incident and their subsequent
resolution and prevention
132. Objectives
• Identify, manage and resolve problems
• Prevents recurrence of problems
• Reduce the number and severity of problems
• Minimise impact to business
• Ensure right level of staff
• Record & manage information
• Ensure vendor compliance when resolving problems
134. Problem V Error Control
Problem Control
Transforms Problems into
Known Errors
Error control
Resolving Known Errors via
the Change Management
process
137. Problem Identification
• Initial support could not match the Incident to a
known problem
• Analysis of Incidents
• Analysis of IT infrastructure
• Significant or Major Incidents
138. Problem Classification
• Impact
– Direct effect on the business
• Urgency
– The measure of business criticality based on impact and business
need
• Priority
– The order in which a series of items should be addressed
– P=I x S x U
139. Defining Priority
Priority – sequence in which an Incident or Problem
needs to be resolved
Impact – measure of the business criticality of
an incident
Severity – what is the effect on the infrastructure /
resources?
Urgency – extent to which the resolution of a Problem
or error can bear delay
Priority = Impact Severity Urgencyx xP = I S Ux x
140. Investigation & Diagnosis
• Diagnosis of root cause
• Update of problem record
• May reclassify at closure
• Methods of problem Analysis
149. Proactive Problem Management
• Identifying and resolving problems before
incidents occur
• Activities include:
– Trend Analysis
– Targeting support action
– Providing information to business