IT Infrastructure Management

IT Infrastructure Library
Best Practice
Sources
IT Infrastructure Library
OGC Service Desk
Rosebery Court
St Andrews Business Park
Norwich
NR7 0HS
Tel: +44 (0) 845 000 4999
Email:ServiceDesk@ogc.asi.gov.uk
Web site: http://www.ogc.gov.uk
http://www.itil.co.uk

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Authors
Paul Graham Amplecom Ltd
Sjoerd Hulzinga PinkRoccade
Colin Rudd IT Enterprise Management
Services Ltd
Annemieke van Dijk Hewlett Packard
Rob van Winden Perot Systems

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Table of Contents
IT Deployment Management
IT Operations Management

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Deployment process
(Definition)

The Deployment process is concerned

with the implementation and rolling out
of the business, and/or ICT, solution as
designed and planned, with minimum
disruption to the operations of the
business processes

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A deployment project
Recognise and maintain the standards and
procedures
Define and maintain the roles and
responsibilities necessary
Ensure that documentation and guidance
regarding standards, procedures and
architectures based on Design and Planning
process
Provide suitable documentation, guidance and
direction so as to coordinate effectively

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A deployment project
Provide guidance and direction to
support the interfaces with existing
Service Support and Service Delivery
processes
Define and maintain suitable
management reporting in order to
monitor and track progress.

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IT Deployment Management
Basic Concepts
Initiation
Planning
Execution
Close-down

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Deployment Objectives
create, maintain and manage a plan that
contains clear statements on scope, schedule
and resources
set up a team of professionals with the right
skill set and cultural outlook
address Risk Management throughout the
whole lifecycle of the programme or project
ensure that the deliverables of the
programme or project meet the requirements

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Objectives
execute the programme or project as specified
in the plan including the transition from the old
situation to the new situation
ensure that the knowledge that is built up within
the team is transferred to the Operations
organisation
report the status of the programme or project in
accordance with the organisation’s standards
and methods
ensure that the necessary documentation is
available for Operations and Technical Support.

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Deployment Costs
an increased need for competent project
managers able to manage depl. project
the development of processes and procedures
to conduct deployment projects in a
repeatable, and defined manner
adoption and tailoring of tools to support the
defined process, for example, Project
Management tools, test tools, etc.
the establishment and maintenance of
appropriate test environments

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Deployment Costs
the implementation of process
improvement and cultural change
appropriate training and professional
development of staff involved in
deployment projects.

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Possible problems
a lack of management commitment
inadequate resources in terms of skills and
competencies
a lack of proper planning and reluctance to
accept predicted time-scales
poor relationship management and the lack of
necessary role interaction and task coordination
inappropriate tools or inadequate training in
their effective use

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Possible problems
lack of project monitoring and
inappropriate project metrics
over-commitment of resources and the
inability of the deployment project to
deliver to planned time-scales and
budget.

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The roles and
responsibilities
Deployment Process Owner
Deployment project manager
Deployment Coordinator
Deployment Analyst
Deployment Team Member

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External interfaces
Configuration Management
Change Management
Release Management
Service Desk

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Change Management
The goal of the Change Management
process is to control and manage all
changes concerned with CIs. While the
Deployment process is the process that
is concerned with the rolling out of ICT
solutions, the Change Management
process is, by definition, used within the
Deployment lifecycle, specifically in the
roll-out phase.
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Change Process
Flow

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Management processes
involved
Metrics
 identify variances and trends that may
have an impact on the project
The benefits
 provide early warning of risks and
problems
 become a catalyst for corrective action
 communicate variances and trends to
stakeholders.

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Metrics
Progress metrics
 Progress metrics measure the progress of a delivery
engagement by comparing actual activity and
product delivery dates against planned targets.
Performance metrics
 Performance metrics measure delivery performance
by comparing actual costs and elapsed time against
planned targets.
Quality metrics
 Quality metrics measure product and service fitness
by comparing defects at various stages

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Processes and deliverables
Design phase
 Functional design
 specifications that form the functional requirements
 acceptance criteria
 Processes and organisation
 processes that are involved in the roll-out of the ICT
solution, and in the Operations phase
 Technical design
 such as network protocol usage, systems
configurations, versions, platform specific issues

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Processes and deliverables
Working environments
 development environment
 test environment
 acceptance environment
 production environment

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Processes and deliverables
Build phase
 Building the ICT infrastructure solution
 Creating the actual ICT infrastructure solution, aspects might
need attention:
 planning the usage of the development and/or test
environments
 version control during the development process, controlling the
way to hand over new versions for acceptance testing
 controlling the setting of parameters and access rights to ICT
components
 environmental issues, e.g., space, cooling, power, fire
precautions, etc.
 accessibility and security measures
 safety measures

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Processes and deliverables
Build phase (cont.)
 Standardisation and integration aspects
 ICTIM
 standards can facilitate integration at several levels
 event integration (messaging systems)
 data integration
 functional integration
 Documentation
 Training

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Processes and deliverables
Acceptance testing
 Testing methodologies
 Functionality tests
 Performance and volume tests
 Documentation
 Reporting

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Processes and deliverables
Roll-out phase
 Define a roll-out strategy
 the ‘big bang’ scenario;a staged transition scenario
 Roll-out plan consist of:
 overview of the parties involved
 description of the ICT solution to be rolled out
 roll-out strategy
 migration strategy
 back-out scenarios and procedures
 risks and Risk Management
 decision tree

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Processes and deliverables
 Roll-out plan consist of (cont.) :
 necessary changes managed by
Change Management
 migration plan
 overview of necessary resources
 roll-out schedule
 site surveys
 provision for feedback of early roll-out
experience.

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Processes and deliverables
Roll-out phase (cont.)
 Testing
 Roll-out affect the production environment
directly
 Execute the roll-out plan
 After-care period

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Processes and deliverables
Handover
 Post-project evaluation
 Project sign-off
 a point where new business and initiatives
can start

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Hand Over
 Post-project evaluation repors:
 it documents the results of the post-project
evaluation meeting
 it provides a comparison of project results with
project objectives
 it provides an evaluation of the project deliverables
 it documents best practices and lessons learned
from the project
 it details the project handover and shutdown
activities
 it documents project participants throughout the life
of the project.

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Tools
Project Management tools
Development tools
Test tools

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