Integrating ITIL with the Software Development Process Dhiraj
- Slides: 30
Integrating ITIL with the Software Development Process Dhiraj Gupta Mark Stehlik IT Manager IT Director
Agenda • Why integrate ITIL with the Software Development Process? • Progressive Operations Framework (POF) – Overview – Planning Areas – Implementation • Questions © 2006 Progressive Casualty Insurance Company
IT – A tale of two Departments Typical IT Life Cycle Conflicting Incentives Speed of Delivery Stability Enterprise Architecture Liaison Unstructured Communication Ineffective Coordination Insufficient Collaboration © 2006 Progressive Casualty Insurance Company
IT – A tale of two Departments Separate Process Control Frameworks … Software Development Operations CMMi ITIL SEI ISO 9000 OGC, UK MOF SDLC Agile Microsoft Cobi. T Six Sigma Agile Alliance Functional Operational … accentuate Enterprise IT Integration Challenges © 2006 Progressive Casualty Insurance Company
IT – A tale of two Departments Net Result … Software not designed for Operability and Supportability Operations Processes not geared for Service Management © 2006 Progressive Casualty Insurance Company
IT – A tale of two Departments Systematic Integration of ITSM best practices with the Software Development Process … Progressive Operations Framework … can effectively bridge the AD – Operations gap thru the introduction of non-functional requirements into the Software Development Process © 2006 Progressive Casualty Insurance Company
ITIL & Software Development “Design for non-functional requirements means giving non-functional requirements a level of importance similar to that for the functional requirements, and including them as a mandatory part of the design phase. ” © 2006 Progressive Casualty Insurance Company
ITIL & Software Development What comes first? IT Service Management While it is important to have an effective IT Service Management Program, it is equally important to develop IT Services that are manageable in the first place © 2006 Progressive Casualty Insurance Company
ITIL & Software Development The second I in ITIL is misleading … Its not all about the Infrastructure Its about the alignment of IT, both Applications and Infrastructure, with the Business Need © 2006 Progressive Casualty Insurance Company
POF Overview • Link between Software Development and IT Service Delivery (Operations) • Framework to drive non-functional requirements thru the Software Development process • Ensures that Operability and Supportability issues are addressed as part of the software design and development efforts and not as an afterthought • Defines 57 Planning Areas for Software Development • Based on ITIL best practices • Follows MOF structure © 2006 Progressive Casualty Insurance Company
POF Overview - MOF © 2006 Progressive Casualty Insurance Company
POF Overview © 2006 Progressive Casualty Insurance Company
POF Planning Areas Activities, Processes, and Tools that must be employed during the life cycle of an application, specially the design, development and operations stages, in order to deliver virtually perfect IT service POF Planning Areas include: Ø Ø Ø AD Activities – Service Level Requirements AD Processes – Software Performance Engineering (SPE) Operational Tools – Application Instrumentation Operational Activities – Capacity and Performance Modeling Operational Processes – Change Management © 2006 Progressive Casualty Insurance Company
POF Planning Areas • • • High Level General Recommendation Descriptive, Not Prescriptive Not universally applicable Assume Ideal Implementation – Systematic Approach • Most IT projects, however, are Opportunistic in nature, where timeliness takes precedence over planning, discipline and control • Assumes no resource or schedule constraints • Assumes that Operations and Support Infrastructure exists (eg. Help Desk exists) • Some Planning Areas are quite specific to Progressive © 2006 Progressive Casualty Insurance Company
Service Level Management © 2006 Progressive Casualty Insurance Company
Capacity and Performance Management © 2006 Progressive Casualty Insurance Company
Availability Management © 2006 Progressive Casualty Insurance Company
Service Continuity Management © 2006 Progressive Casualty Insurance Company
Financial Management © 2006 Progressive Casualty Insurance Company
Change, Configuration, and Release Management © 2006 Progressive Casualty Insurance Company
Service Desk, Incident, and Problem Management © 2006 Progressive Casualty Insurance Company
Security Management © 2006 Progressive Casualty Insurance Company
System Administration & Storage Management © 2006 Progressive Casualty Insurance Company
POF Implementation - Principles • Ownership of all aspects of the software; not just functional, by the application development teams • Dedicated Operational Architecture team within application development area to generate and drive the implementation of non-functional requirements • Embed senior technical resources from operations with application development teams from project inception to deployment • Integrate ITSM best practice based non-functional requirements into the software development cycle • Actionable non-functional requirements for developers – Gold Standard Code Examples • Communicate, Coordinate, Collaborate – POF Steering Committee © 2006 Progressive Casualty Insurance Company
ITIL Integrated with the Software Development Process © 2006 Progressive Casualty Insurance Company
POF Accomplishments • • Instrumentation Framework Error Handling Framework Application Tracing Security Strategy Data Archival Strategy System Integration Catalog Non-functional Testing – Transaction Profile – Parallel Performance Testing • Test Early and Often © 2006 Progressive Casualty Insurance Company
Non-functional Testing Process © 2006 Progressive Casualty Insurance Company
POF Implementation – Challenges • Organizational Culture – Service Management Culture • Availability of senior technical resources that are right for the job – Breadth of technical experience – Application Development as well as Operations experience – Business Knowledge – Excellent Communication skills – Initiative and Drive • Creating Actionable Non-functional Requirements for developers © 2006 Progressive Casualty Insurance Company
POF Implementation – Recommendations • Executive Sponsorship to foster Service Management Culture • Establish a Career Path to encourage resources to take up this role • Provide Gold Standard Code Examples to developers • Adopt Continuous Improvement Approach © 2006 Progressive Casualty Insurance Company
© 2006 Progressive Casualty Insurance Company