SEPG 2006 – Nashville, TN March 2006 03-23-05 How to Untangle the Hairball: Integrating CMMI and ITIL How to Untangle the Hairball: Integrating CMMI and ITIL Effectively in Application Engineering and Operations Effectively in Application Engineering and Operations Environments Environments Bill Phifer Ted Hayes
Agenda Agenda • What is there to untangle and why is this important? • Scope of ITIL SM & ICTIM • Model interoperability views • Scenarios • How to move from a CMMI-only organization to an integrated CMMI/ ITIL powered one • Conclusions S EPG Conference, Nashville, TN March 2006 2 •
Why is Integration so Difficult and so Necessary? Why is Integration so Difficult and so Necessary? • The market demands both I TI L and CMMI , but cross domain experts are hard to find • These reference standards were not designed to com plem ent each other; they are developed w ith a different focus, there are significant term inology differences, and typically few integrated teams, processes or roles using them • Models themselves can't be executed, they need to be applied to a business environm ent together w ith a process architecture for you to have something that's executable You can develop w orld class applications but still have poor quality due to a product that doesn't m eet business needs or service expectation ( cost, reliability, perform ance) - and lead to failure S EPG Conference, Nashville, TN March 2006 3 •
Typical S ituation Today Typical S ituation Today • Typically many redundant IT support processes across the enterprise, with confusion on which processes are most applicable • Need to establish “one way” to execute • Parochial issues solved by parochial processes • New problems often lead to the development of new processes • Lack of modular, integrated “process architecture” • Significant pressure from many areas of the organization as urgent need to change is recognized – Reduce costs and improve quality – Streamline and standardize all processes – Move towards common process lexicon and terminology S EPG Conference, Nashville, TN March 2006 4 •
S cope of ITIL (IT Infrastructure Library) S cope of ITIL (IT Infrastructure Library) ITIL is more than just Service Management! ITIL is more than just Service Management! Source: UK OGC S EPG Conference, Nashville, TN March 2006 5 •
Integrated ITIL SM Process Map Integrated ITIL SM Process Map New Business Contract Client Development Management Corporate Reporting IT Service Continuity Management Corporate IT Financial Service Level Billing Management Management Business Availability Forecast Management Security Management Capacity Management Service Delivery core ITIL Service Support Problem Management Incident Change Configuration Management Management Management ICTIM Operations Release User Request Management Management ICTIM Supplier Design & Management and Planning Procurement Source: EDS Global Processes & Methods S EPG Conference, Nashville, TN March 2006 6 •
Integrated ITIL S M & ICTIM View Integrated ITIL S M & ICTIM View Users, Engineering, Requirements Note: This is not a complete Change & Change & Statutory, model. It only focuses on Release Release Regulatory ICTIM and direct relationships Management Management to ITIL & other process sets. CMMI Play Space ICTIM ICTIM Design & Planning Capability Capability Deployment Management Management Error Solutions Improvements solution & testing Requirements Integration into Operations Hand Over to Production Errors CMMI Play Space Maintenance Changes Service Incident Service Level Availability Availability Service Incident Service Level Desk Management Management Management Management Desk Management Management Application Application Application Application Design Build Design Build Problem Configuration Capacity ITSC Capacity ITSC Problem Configuration Management Management Management Management Management Management Management Management Service Management (incl. Change and Release Management) Application Management S EPG Conference, Nashville, TN March 2006 7 •
S cenario 1 – – Web App S Web App S erver Goes Down S cenario 1 erver Goes Down • Disruption of service to user – server outage • That server is part of I TI L CMDB, is related to app X, w hich is Managem ent m apped to a set of pre-defined business users I ncident • I nform ation is sent to client to alert of the business im pact of that server outage • Red indicator displayed on dashboard • Go through process of resolving I ncident • I f issue w as application oriented ( loop caused excessive utilization and froze the server) then I ncident is dispatched to the responsible application support group • They restore norm al service operation ( I TI L lexicon) • Perform analysis and determ ine cause of the disruption Managem ent • Raise an RFC ( Request for Change) to rem ove the error from Problem the environm ent and prevent further I ncidents ( could invoke a CMMI process-based code change) • Obtain approval via Change Managem ent to prom ote perm anent fix to live environm ent • I nvoke I TI L Release Managem ent to distribute the updated code to the application S EPG Conference, Nashville, TN March 2006 8 •
S cenario 2 – – Web Application Development Web Application Development S cenario 2 • Client requests new w eb app function to support business process • Raise Change Request to com m unicate requirem ents – from Service Level Managem ent through Change Managem ent to Design & Planning • Follow Design and Planning: is there an existing architecture that fits this w eb application? • Rationalize architecture • Validate capacity and availability by using the Capacity and Availability processes • Translate requirem ents into technical specifications • Allocate the requirem ents to Application Design and Deploym ent • Create Solution Package specified by architecture • I f new technology ( or even very old technology) , application developm ent needs to ensure Availability of trained personnel and skill sets • Project Managem ent continually m onitors project to ensure there is enough people and resources ( as pinged by Availability Managem ent) • Deploym ent includes engineering and integration ( ensures traceability to requirem ents) • Release Managem ent includes testing ( functional, perform ance, co- existence, integration) • Change Managem ent includes approvals and final release to operational environm ent S EPG Conference, Nashville, TN March 2006 9 •
Interrelated Disciplines (a sampling) Interrelated Disciplines (a sampling) • Capacity Management provides input to the development project about application scope, sizing and stakeholder involvement. Application sizing involves the estimation of technical resource requirements to support the proposed application and communicating these to the development organization. The development project should use this input to ensure that the application will meet its required service levels (Service Level Management) and to ensure that quality is built into the application during the development process. • Release Management facilitates the smooth transition of the newly developed or modified application into production, calling upon the Change and Configuration Management processes to ensure adherence to the approval, scheduling, communication, and documentation policies of the business. • The development project should notify Availability Management about any new skills required of support personnel to manage the newly developed application in a responsive & effective manner. S EPG Conference, Nashville, TN March 2006 10 •
IT S ervices and Model Alignments IT S ervices and Model Alignments Aligning I T to Business Architecture and Engineering � I TI L SM � CMMI + I TI L I CTI M Application Developm ent � CMMI + I TI L Application Managem ent S EPG Conference, Nashville, TN March 2006 11 •
No One Model (S olution) Does Everything Well! No One Model (S olution) Does Everything Well! • Greatest value comes from the interoperability of process sets • The extent that you are successful in integrating processes will determine the degree of benefit, holistically, you will experience from the strengths of each model • Exploiting the interoperability of models also yields competitive BUSINESS advantage: – Requirements are complete early in the development life cycle, fully in consideration of SLAs, existing engineering and operational changes, required availability and capacity needs, known problems, and performance considerations – Problems are avoided or addressed for what they are – business impacts – and eliminated permanently – IT and the business processes work together to meet client needs S EPG Conference, Nashville, TN March 2006 12 •
Making S ense of the Pieces Making S ense of the Pieces Business Process ITIL + Business Doc Mgmt Framework Industry Best Practices Process Document + Architecture Standards Business and Policies (Structure) Content Management www.ogc.gov.uk www.BPMI.org www.iso.org S EPG Conference, Nashville, TN March 2006 13 •
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