#SureSkillsEvents

© SureSkills

Integrating Best Practices

SureSkills USA7000 N. Mopac Expr. Suite 200Austin, Texas 78731+1 855 278 7555

SureSkills Ireland14 Fitzwilliam PlaceDublin 2, Ireland+353 1 240 2262

SureSkills UKCallender House58-60 Upper Arthur St.Belfast, BT1 4GJ, UK+44 28 9093 5565

SureSkills Canada1 Rideau St #700, Ottawa, ON K1N 8S7, Canada+1 855 278 7555

27th February 2014 | DoubleTree Hilton

#SureSkillsEvents

#SureSkillsEvents

© SureSkills

Corporate OverviewStrategic Solution Pillars

IT Solutions and

Consulting

Service, Project & Process

Management

Global LearningServices

SureSkills is a rapidly growing multi-national services company offering a range of Technical IT, Business Skills, Service Management and IT Infrastructure Training and Consulting to some of the world's leading companies since 1993.

#SureSkillsEvents

© SureSkills

Project & Service Management1. Traditional Methods2. Agile Perspective

Bill Heffernan | SureSkills

#SureSkillsEvents

© SureSkills

Traditional Method Perspective

#SureSkillsEvents

© SureSkills

Lifecycle Stages

Strategy

•Relationships between Projects (Portfolio Management)•Understand TCO -> ROI (Portfolio Management)•Measureable Value as Project Success

Design

•Policies & Standards•Reusable Design & Architecture documentation•Service Quality (SLM) as a measure of Project Success (Quality)?•Utility & Warranty Requirements (more later)

Transitio

n

•Planning & Coordination of resources (Transition Planning & Support)•Management & Quality of Test environments•Configuration Management – what works in test, work in production•Release Windows & release models

Operations

•Monitoring & Reporting Requirements•Request Types and procedures•Reporting Requirements

#SureSkillsEvents

© SureSkills

Project Planning Activity by Process

Extract from White paper from ThirdSky –

access to paper in portal after the event.

#SureSkillsEvents

© SureSkills

Project Planning

Requirements Gathering

Utility & Warranty

5 Aspects of Design

4 P’s of Design

Service Acceptance Criteria

#SureSkillsEvents

© SureSkills

Project Planning

Build & Test

• Creating & Managing the Test environment

• Creating Release Packages

• Release Documentation Requirements

Testing

• User Testing (Functionality)

• Service Level Tests (Warranty)

• Service Operation Tests (Operational Management)

• Service Management Test (monitored, measured, report)

Deployment Planning

• Release Windows• Knowledge

Transfer• Known Errors and

workarounds

Early Life Support

• Exit Criteria – Service Acceptance Criteria

#SureSkillsEvents

© SureSkills

Stakeholder Management

Identify Stakeholders

Customers v Users

Functions

Product Managers

Service Managers

Service Owners

Business Relationship

Managers

Process Owners

CSI Manager

Identification

Motivation

Role / Interest in Lifecycle Stages

#SureSkillsEvents

© SureSkills

Risk Management

• Service Provider Risks• Contract Risks• Design Risks• Operational Risks• Market Risks

ITSM Risk Register help to identify Project Risks

#SureSkillsEvents

© SureSkills

Other Considerations

Project

Change

Service

Change

Transition Planning &

Support

Project Manageme

nt Monitoring & Control

Service Evaluation to identify Project Risks

#SureSkillsEvents

© SureSkills

Agile Perspective

DevOps

#SureSkillsEvents

© SureSkills

DevOps according to Wikipedia

DevOps (a portmanteau of development and operations) is a software development method that stresses communication, collaboration and integration between software developers and information technology (IT) professionals. DevOps is a response to the interdependence of software development and IT operations. It aims to help an organization rapidly produce software products and services

Inserted from <http://dev2ops.org/2010/02/what-is-devops/>

#SureSkillsEvents

© SureSkills

Drivers

Use of agile and other development

processes and methodologies

Demand for an increased rate of

production releases from application and business unit

stakeholders

Wide availability of virtualized and

cloud infrastructure from internal and external providers

Increased usage of data center

automation and configuration

management tools

#SureSkillsEvents

© SureSkills

Depends who you listen to

Reduce friction and increase velocityTeams: Automating release management to improve efficiencyTools: Developing operational monitoring systems for interventionTools:

Agile going the extra mileMethods:

Specialist Roles!!People:

#SureSkillsEvents

© SureSkills

My Perspective?

Tangible example of trying to address age old problem

Agile going the extra mileA logical extension

A services, not team perspective

#SureSkillsEvents

© SureSkills

My Concern

#SureSkillsEvents

© SureSkills

Great to See Progress But Same Challenge

IT Management

#SureSkillsEvents

© SureSkills

SureSkills Comment

• Simon Campbell – SureSkills Corporate Account Manager

• Statistics• Recent trends• SureSkills Knowledge Transfer

#SureSkillsEvents

© SureSkills

Join The Debate on LinkedIn

SureSkills Service Management & Project Management Group

#SureSkillsEvents

© SureSkills

#SureSkillsEvents

© SureSkills

#SureSkillsEvents

© SureSkills

#SureSkillsEvents

© SureSkills

Thank you for attending

#SureSkillsEvents

© SureSkills

Dublin: 14 Fitzwilliam Place, Dublin 2, IrelandBelfast: Callender House, 58-60 Upper Arthur Street, Belfast BT1 4GJ, Northern Ireland

Ottawa:,1 Rideau St #700, Ottawa, ON K1N 8S7, CanadaAustin: 7000 N. Mopac Expressway, Suite 200, Austin, TX 78731, USA

www.sureskills.com Phone: +353-1-240-2222 Email: info@sureskills.com