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The Evolution ofService Transition
Stuart Rance / November, 2013
Twitter: @StuartRance
Email: StuartR@rances.net
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Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.2
Important Principles of Service Transition
What
Support rate of change needed by thebusiness and minimize any negative impact
How
Changes are packaged into releases
Changes and releases tested before
deployment
Changes reviewed and authorized before
actions are initiated
With what?
CAB and authorization levels
Change and release windows
SACM, definitive media library andbaselines
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Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.3
Survey
Do you have a CAB?
Do you make changes as fast as your customers want?
Does change ever have a negative impact on your customers business?
Do you have a release management process?
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Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.4
Activities in Service Transition
Transition
planningand
support
Change
managementand
changeevaluation
Rele
aseand
deployment
management
Service
validation
andtesting
Serviceasset
and
configuration
management
Evaluate,
then
authorize
transition
Plan
transition
Plan
release
Evaluate,
then
authorize
release
planning
Evaluate,
then
authorize
release build
and test
Test components,
release package,
operational, user and
service acceptance
Evaluate,
then
authorize
release
check in
Build and
test release
Check components
in / out
Evaluate and
authorize
release
deployment
Evaluate and
authorize
release
deployment
Evaluate, then
authorize
release
deployment
Deploy
release
Deploy
release
Deploy
release
Review
and close
release
Evaluate,
then
review
and close
change
Review
and close
transition
Check baseline
release in/out
Verify
deployment
Early life
support
Check SDP
in / out
Evaluate,
then
authorize
SDP
check in
Update
CMS
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Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.5
Key Steps in a Service Transition
Release and deployment
management:Release and deployment planning
Release build and test
Deployment
Review and close
Change authorization at each step
Configuration Management System
updating at each step
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Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.6
Service Transition for Cloud Services
What does this change?
Deployment of a new solution typically takeshours rather than weeks
Much more use of standard changes and
request fulfilment
Changes to the cloud infrastructure
managed separately to changes to specific
environments
What is the same?
Support rate of change needed by the
business and minimize any negative impact
Changes and releases tested before
deployment
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Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.7
Agile
What is Agile?
A development methodology
Small, frequent releasesminimum
functionality to meet a customer need
Each release typically delivered by a cross-
functional team in a period of 1 to 4 weeks
What does this change?
ST must support frequent small releases
Automated testing integrated into s/w
lifecycle
What is the same?
Support rate of change needed by the
business and minimize any negative impactChanges and releases tested before
deployment
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Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.8
DevOps
What is DevOps?
Collaboration between dev and ops
Faster deployment, so ops is not a
bottleneck
What does this change?
Operations staff involved earlier in the
lifecycle
Development staff involved later in the
lifecycle
Requires significant ITSM process
automation
Requires significant cultural change
What is the same?Support rate of change needed by the
business and minimize any negative impact
Changes and releases tested before
deployment
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Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.9
Continual Integration and Continual Deployment
What is Continual Integration?
Each new software component isautomatically and immediately tested and
incorporated into a build
What is Continual Deployment?
Each new software component is
automatically and immediately deployed into
production
What does this change?
Release lifecycle must be automated
Test environment near-identical to
production
What is the same?Support rate of change needed by thebusiness and minimize any negative impact
Changes and releases tested before
deployment
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Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.10
How do you do testing in this new world?
Automate end-to-end testing as part of continual integration / deployment
Continually refine and improve the automated testing as you learn about real failures
Test deployment and backout as part of the automated testing
Run game days
Simulate failure modes and rehearse your responses
Design anti-fragile solutions
Expect failure, design solutions that will continue to operate despite these failuresYou cant predict black swan failures so learn to cope with them
Use chaos monkey
Intentionally cause random failures to ensure that your solution really is anti-fragile
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Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.11
Got the message?
What is the same?
Support rate of change needed by thebusiness and minimize any negative impact
Changes and releases tested before
deployment
What is different?
Tools, processes, organisation, culture,
attitudes, agility
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Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.12
Why bother? Whats in it for you?
IT
Faster time to value for IT projects
Increased success rate for IT projects
More agile IT projects that can adapt to
changing circumstances
Lower risk for IT change
Increased job satisfaction for development
and operational personnel
Increased business satisfaction with IT
Increased availability of operational IT
services
Business
Faster implementation of businesschange
Better responsiveness to changing
business needs
Lower risk for IT enabled business
change
Higher rate of successful implementationfor IT enabled business change
Adoption of agile and devops can lead to enormous benefits for IT and the
business
Risk Speed of
change
Change
success
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Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.13
What changes should you make to your
processes?There are no quick and easy answers
Make sure you understand the real business need for change (agility and stability)Talk to your counterparts in development and understand their perspective
Simplify your processes, and remove steps that dont add enough value
Integrate processes from requirements through projects and development to operations
Automate everything that you sensibly can, but only where things are simple and well
understood
The biggest changes are not to processes, but to attitudes, behaviour and
culture
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Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.14
Service Management Core ValuesSee http://smcongress.squarespace.com/
http://smcongress.squarespace.com/http://smcongress.squarespace.com/8/12/2019 evolution of service transition hp
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Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.15
Further Reading
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Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Thank you
StuartR@rances.net @StuartRance
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