Process Template Document

This is a controlled document. Prior to using this document, IT MUST BE CHECKED against the current revision held in the DAL

Fife Council – IT Services

Release & Deployment Process Version 1.0.0

Version History Summary [Please remove template metadata and replace with document metadata] Issue Description Date 0.0.a Initial Draft 01/03/10 0.0.b Second Draft 16/03/10 1.0.0 Changes made following DRN 07/05/10

Author: Lesley Wardrope Process Group: Transition Date Produced: 16/03/2010

Version 1.0.0 Release & Deployment Process Page 1 of 6 This is a controlled document. Prior to using this document, IT MUST BE CHECKED against the current revision held in the DAL

1. RELEASE & DEPLOYMENT PROCESS

This can be defined at the highest level as:

Identify & Review/ Build & Test Start analyse Develop Release releases Release plan Package c c

Conduct Plan & CAB Release Pilots prepare for authorise and deployment schedule date c c c

Verify Provide Review & Deployment early life close End support deployment

c = Communication point

2. PURPOSE

The purpose of this process is to provide instructions and assign responsibility for the Release & Deployment process. This process will ensure a consistent approach to handling releases within IT Services.

3. SCOPE

This process applies to network & voice devices, electronic gateway, server operating systems, server and storage firmware, critical IT support tools, critical business applications, desktop operating systems and web-browsers, end-point security and standard applications. The person accountable for this process is the Service Manager, Operations Management.

4. PROCESS DETAILS

4.1 Activities

4.1.1 Identify & Analyse Releases  Identify releases available and assess against agreed criteria.

 Raise RFC.

4.1.2 Review/Develop Release Plan  Review existing release plan or  Develop new plan including definition of context, scope, risk assessment, customers affected by the release, stakeholders, release team, pass/fail criteria and transition to customers and supporting organizations.

4.1.3 Build & Test Release Package  Acquire and review Release and Build Documentation.  Acquire and test input CIs and Components.  Create Release Package.  Build and Manage the Test Environments.  Test release.

4.1.4 Conduct Pilots  Conduct pilots to ensure that the service can be delivered as required. Any gaps found during the pilots can be handled appropriately before the final deployment.

4.1.5 Plan & Prepare for Deployment  Using the deployment plans from the Release Plan the release team can now prepare the organization and people for the transition of the new release.

4.1.6 CAB Authorise and Schedule Date  Inform CAB of upcoming deployment. CAB will retain an overview of all scheduled releases and shall co-ordinate the deployment in accordance with other planned releases.

4.1.7 Release  Deploy Release.  Monitor & rollback activities if required.

4.1.8 Verify Deployment  Once all the deployment activities are complete, it is important to verify that all stakeholders, customers, users and service operations have received the release and no ongoing operational issues remain.

4.1.9 Provide Early Life Support  Provide skills handover to operations support.  Resolve any incidents arising from deployment.

4.1.10 Review & Close Deployment  A review of the deployment should be conducted to ensure that all of the activities were completed and quality criteria were met and

reported. Any issues, risks, problems and known errors should be documented and accepted by the appropriate stakeholders.  Deployment is complete upon the final handover for ongoing operations and support to service operations.

4.2 Process Input/Output

Input Process Output Release notifications. Identify & Analyse Approved release list. Releases. RFC. RFC. Review/Develop Release Plan. Release Plan. Release Plan. Build & Test Test environment. Release and Build Release Package. Successful tests. documentation. Release Package. Test CI’s and components. Release Plan. Conduct Pilots. Release Plan. Release Package. Release Package. Release Plan. Plan & Prepare for Communications. Deployment. Update PTL Calendar Advise CAB Release Plan. Release. Release deployed. Release Package. Release Plan. Verify Deployment. Verification of successful release. Incidents relating to Provide Early Life Skills transfer to release. Support. operations support. Closure of incidents. Release plan. Review & Close Updated Operations Deployment. Support guide. Handover to operations support.

5. RACI* (Responsible, Accountable, Consulted and Informed) Matrix used to define role within processes*

RACI Chart Functions

Release & Relevant Deployment Support Activities Team Team CAB Suppliers Customers Identify & analyse releases R R C Review/ Develop Release plan R C C C Build & Test Release Package R C C C

Conduct Pilots R C Plan & prepare for deployment R I I Release R I Verify Deployment R C Provide early life support R C Review & close deployment R C A RACI chart identifies who is Responsible, Accountable, Consulted and/or Informed

6. COMMUNICATION POINTS

 Review/Develop Release Plan (CAB)  Plan & Prepare for Deployment (Ops Tech)  Build & Test (Ops Tech & Customer)  Verify Deployment (CAB)  Review & Close Deployment (CAB)

7. ESCALATION ROUTES

Initial escalation should sit with Change Manager and final accountability sits with Process owner.

8. BEST PRACTICE

This process is based on ITIL v3.

9. BALANCED SCORECARD KPI’s (Key Performance Indicators)

Not applicable.

10. MEASUREMENTS

Measurement Frequency Method of Responsibility Name of Collection Collection Number of Quarterly Discoverer CSI Incidents related to release rollout Number of Quarterly Asset CSI unpatched pc’s (staggered) Management after 4 week Tool period %age of correct Quarterly Asset CSI version devices Management Tool %age of out of Quarterly Asset mgt CSI scope devices tool/Deployment

11. ORGANISATIONAL LEVEL TARGETS

Not applicable.

12. RISKS, IMPACT AND DEPENDENCIES

If process is not followed then there is a risk to the IT infrastructure and a potential increase in incidents and/or problems.

13. PROCESS CHECKLIST

QMAP N Process published on Fish N Historical Data available Y

14. REVIEW MEASUREMENTS DATE (TO ANALYSE DATA)

The measurements for this process are to be reviewed on an annual basis

Version 1.0.0 Release & Deployment Process Page 6 of 6