发布管理程序文件.pdf

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1、 i Process Guide Release Management Service Improvement Program(SIP)ii Process Guide Release Management Table of Contents Document Information.3 Approval.4 Section 1:Process Vision.6 Overview.6 Process Mission and Goals.7 Guiding Principles.8 Critical Success Factors.13 Key Performance Indicators.14

2、 Process Solution Scope.15 Section 2:Process Workflow.16 Overview.16 Process Inputs.17 Process Inputs continued.18 Process Key Activities.19 Process Outputs.21 Process Outputs continued.22 Process High Level Workflows.23 Section 3:Process Resources.24 Overview.24 Process Roles.25 Required Skills.28

3、Process Resources.29 Section 4:Process Tool Requirements.30 Overview.30 Functional Requirements.31 Existing Tool Support Matrix.34 Logical Support Architecture.35 Overview.36 Appendix A Initial Wins.37 Appendix B Process Reporting Template(s).38 Appendix C Process Form Template(s).39 Appendix D Rele

4、ase Management SIPOC.40 3 MOF EC/SIP Process Guide Release Management Document Information Copyright Copyright by Company ABC.All rights reserved.No part of this publication may be reproduced,stored in a retrieval system,transmitted,in any form or by any means,electronic,mechanical,photocopying,reco

5、rding,or otherwise,without the prior written permission of Company ABC.Limitations Company ABC management reserves the right to make changes in specifications and other information contained in this publication without prior notice,and the reader should in all cases consult XX management to determin

6、e whether any such changes have been made.This Process Guide may not be reproduced and is intended for the exclusive use of Company ABC.Published by Company ABC XXXX Group Written By Version The following table refers to Version,Date,and Revisions.Version Date Revisions 4 Approval Overview This docu

7、ment defines roles and responsibilities using the SARCI.The SARCI model was adopted as a means to identify the relevant stakeholders that are:Responsible,Accountable,Consulted,Informed,or Signature approval required.SARCI Model The SARCI titles and descriptions are:Acronym Title Description S Signat

8、ure Does not have direct involvement,but has advisory capacity and approves the finished product.A AccountableFull accountability to success or failure of an activity or role.R Responsible Assigned authority.Executes defined work,and held responsible for success or failure.C Consult Facilitates and

9、contributes as needed(consultant).I Inform Potential for contribution,but primary purpose is to maintain a line of communication to outside group.Delivery team approval The team directly involved in the development of this document approve of its content.Name Title RoleDate Signature Client approval

10、 The sponsor and Company ABC team directly involved in the development of this document approve of its content.Name Title RoleDate Signature Continued on next page 5 Approval,Continued Team members The following Company ABC team members contributed and reviewed the contents of this document.Name Tit

11、le Role 6 Section 1:Process Vision Overview Introduction This document describes the Process Foundation for the Release Management process.Contents This chapter contains the following information.Topic See Page Process Mission and Goals Guiding Principles Critical Success Factors Key Performance Ind

12、icators Process Solution Scope 7 Process Mission and Goals Mission Statement Implement changes to XX services taking a holistic(people,process,technology)view which considers all aspects of a change to include plan,design,build,test and deploy activities.Process Goal The goal of Release Management i

13、s to take a 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.XX Release Management will:Adhere to any ABC Release Policies(whether de-facto or formalized)while establishing a focus on all aspects of Releases

14、that originate inside EC,as defined by an EC-specific Release Policy Collaborate with those organizations outside of XX that impact XX services to plan and ensure impacted stakeholders are involved and that the service is appropriately tested(from a customers perspective)following implementation Con

15、sider other planned Releases(originating inside and outside of EC)to analyze impacts and,wherever possible,coordinate efforts(such as packaging Release Units)Ensure that there is proper distinction made between development,implementation,and testing roles and responsibilities to optimize the integri

16、ty of the Release function 8 Guiding Principles Principle Release Management will be empowered to veto a new release into the XX production environment based on acceptance criteria as defined in the Release Management process.Example Application of Principle The ABC application development team must

17、 submit a release package to Change Management to review planned release changes and deployment steps within 4 weeks before production deployment.Rationale Rationales are:Ensures that the system will meet XX quality expectations.Ensures application integrity.Reduces production operational issues at

18、the outset of production.Implication Implications are:We understand the potential for delayed implementation.Resource skill levels needed to review solutions are understood.We have acceptance criteria defined Continued on next page 9 Guiding Principles continued Principle Release Management will hav

19、e an active role in all changes to the XX production environment.Example Application of Principle The XX Release Manager sits on the XX CAB to assist in analyzing and approving changes.Rationale Rationales are:Release Management provides critical input on changes and impacts of changes underway Larg

20、er releases will require a closer working relationship with Change Management Every change is a release in some form or other Implication Implications are:Our XX Release manager sits on all XX CAB meetings EC Release activities occur under the guidance and control of Change Management Continued on n

21、ext page 10 Guiding Principles continued Principle Wherever possible,unit changes will be grouped into packages to minimize the volume of changes into the environment.Example Application of Principle Several RFCs for patch changes have been grouped under a Release Package so that they will be applie

22、d as a single unit.Rationale Rationales are:Minimizes impacts on production for releases and changes Provides control for situations where many changes are occurring Implication Implications are:We are willing to hold up some changes so that they may be grouped with others We accept that errors with

23、 one change within a release unit will result in all changes being backed out at the same time Continued on next page 11 Guiding Principles continued Principle All releases will be tested prior to production implementation and post production implementation.Example Application of Principle The XX Re

24、lease manager ensures that adequate testing has been performed prior to submitting a release package to Change Management for approval to go to production.After the release has been implemented,the testing is repeated to ensure the release was implemented successfully.Rationale Rationales are:Ensure

25、s quality of releases going into production Ensures releases operate properly after they have been implemented Implication Implications are:We always test releases as part of our release build cycle We always repeat release tests after production implementation to make sure releases are operating pr

26、operly We have a disciplined release testing approach and policies that cover test data,test environments,test acceptance and expected results Continued on next page 12 Guiding Principles continued Principle Releases will include a backout strategy wherever appropriate.Example Application of Princip

27、le Development of a backout strategy has been included as part of the release implementation plans for an upcoming server upgrade to ensure the server can be restored back to normal operating state in the event new errors are discovered when the release is implemented.Rationale Rationales are:Makes

28、sure services are not compromised by new releases Allows recovery actions to quickly take place in a controlled and planned manner Implication Implications are:We have included development of a backout strategy as part of the release development lifecycle We test backout strategies to ensure they wi

29、ll work if needed 13 Critical Success Factors Introduction This section describes Critical Success factors(CSFs)for the Release Management process.Success Factors The Critical Success Factors(CSFs)are:Producing Operable Solutions Controlling Releases Into Production Implementing Releases Into Produc

30、tion On Time 14 Key Performance Indicators Indicators Key Process Performance Indicators(KPIs)are:Metric Metric Producing Operable Solutions Number of implementations bypassing Change Management TBD Number of implementations utilizing non-standard components TBD Number of implementations utilizing n

31、on-licensed components TBD Number of implementations non-authorized TBD Number of incidents caused by releases TBD Number of failed Releases TBD Controlling Releases Into Production Number of Releases implemented without a corresponding RFC TBD Number of urgent releases TBD Number of releases implem

32、ented but not adequately tested TBD Number of releases implemented without operational assurance TBD Implementing Releases Into Production On Time Number of Releases implemented TBD Number of Releases implemented late TBD Other KPIs Volume of major and minor releases per week/month TBD Percentage of

33、 releases that required implementing the back out plan TBD Percentage of releases where the back out plan failed TBD Average,Best and Worst volume of incidents generated by releases,by type,by priority TBD Average,Best and Worst labor spent by release type TBD Average,best and Worst time to implemen

34、t(end-end)by release type TBD 15 Process Solution Scope Introduction This section describes the current scope of the Release Management process.Description The scope of the Release Management process will primarily cover release activities within the XX organization.Although it is recognized that ma

35、ny XX services may be impacted by releases outside the XX organization,the role of XX Release Management at this time will be to make a best effort to coordinate activities where authorized.XX Release Management will report and highlight external issues where possible.16 Section 2:Process Workflow O

36、verview Introduction This chapter contains information on the Release Management workflow.Contents This section contains the following topics:Topic See Page Process Inputs Process Key Activities Process Outputs Process High Level Workflows 17 Process Inputs Introduction This section describes the in

37、puts to the Release Management process.Inputs The table below describes the inputs to this process:Other ABC Business and IT Units Incident history and detail to be used as input for determining development solutions Incident history and detail as well as customer feedback for incidents related to i

38、mplementation of releases Incident Management Incident history and detail to be used as input for determining development solutions Incident history and detail for incidents related to implementation of releases Identification of incidents caused by Release Management activities if they occur Proble

39、m Management Identification of Known Errors that require development activities to resolve Identification of problems that occurred due to releases that were implemented Validation that releases implemented to resolve Known Errors were successful Change Management Approval to undertake release imple

40、mentation activities Change impact assessment results for releases under consideration for implementation Forward Schedule Of Changes(FSCs)to be used as input for determining release schedules Requirements for release testing and success criteria Coordination of release implementation phases(build,t

41、est,implement,etc.)Continued on next page 18 Process Inputs continued Configuration Management Configuration Item(CI)baselines CI detail information CI relationships Definitive Software Library CIs Definitive Hardware Store CIs Service Level Management Establishes priorities for release development

42、activities Determines impacts of releases and their development on services Service Improvement Plan(SIP)to be used as input for release development Ensure Service Level Requirements have been incorporated into release designs and activities Service Monitoring and Control Reviews planned and impleme

43、nted releases for impacts on service monitoring and control impact Identifies service monitoring and control capabilities for new releases 19 Process Key Activities Introduction This section describes the key activities for the Release Management process.Activity Summary The following table summariz

44、es the key activities for this process:Release Management Key Activities Conduct release planning.Coordinate design,building and configuring of releases.Coordinate release acceptance.Conduct rollout planning.Coordinate release communications,preparations and training activities.Coordinate distributi

45、on and installation of releases.Provide management information about Release Management quality and operations.Conduct release planning Create release units(delta,full and package)for releases;develop release strategy;develop release implementation plans;prepare for releases.Coordinate design,buildi

46、ng and configuring of releases Coordinate actions to conduct design,build,testing and packaging of release units.Coordinate release acceptance Coordinate actions with Change management to obtain review and approvals for releases to go into production.Conduct rollout planning Build rollout plans for

47、releases.Coordinate release communications,preparations and training activities Coordinate actions to handle non technical aspects of releases such as training and communicating release status to XX and non-EC business units as needed.20 Coordinate distribution and installation of releases Coordinat

48、e efforts to develop release distribution procedures;develop release installation procedures;coordinate release implementation schedules;oversee release rollout plans.Provide management information about Release Management quality and operations Reporting on KPIs on a monthly basis and providing man

49、agement information that covers the state and health of Release Management activities.21 Process Outputs Introduction This section describes the outputs from the Release Management process.Outputs The table below describes the outputs from this process:Other ABC Business and IT Units Identifies curr

50、ent status of releases being applied to the XX infrastructure Identifies impacts of new releases or release changes on non-IT infrastructure Incident Management Link of releases to incidents being impacted/resolved Training for new incident handling skills and processes related to new or changed rel