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''[[Glossary|Release and Deployment Management]]'' process is supported by a ''[[Glossary|SM]]'' ''[[Glossary|workflow cartridge]]'' that enables the execution of the process according to the ITIL and ISO/IEC 20000 guidelines.
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Of course the preconfigured process (the ''[[Glossary|workflow cartridge]]'') is just an accelerator and the tuning / completion of the initial configuration will still be required. To this aim, the [[Workflow engine|Workflow Engine]] guide may be useful.
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 +
'''<u>IMPORTANT NOTE</u>''': the configuration below is only one of the possible configuration to deal with the ''[[Glossary|release and deployment management]]'' process. The need for a different behaviour of the process may be fulfilled by simple changes of the configuration.
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== Operational model ==
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The preconfigured process has the objective to facilitate and support the effective and efficient execution of ''[[Glossary|releases]]''. At the core of the process configuration is the following operational model.
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[[File:Release Management Operational Model v1.0.JPG|centre|thumb|800x800px|Release Management operational model]]
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The requester, a service manager, an authorized member of the ''[[Glossary|service desk]]'' or a technical team member (e.g. a developer) or the [[Glossary|''change Management'']] process requires a new ''[[Glossary|release]]''. The release manager takes in charge it and assigns an owner who coordinates all the tasks needed to fulfil the ''[[Glossary|release]]''. If necessary, the owner requests the ''[[Glossary|releasee]]'' authorizations to the ''[[Glossary|change authority]]''. Finally, he/she activates the ''[[Glossary|deployment change]]'' process in order to complete the installation of the ''[[Glossary|release]]'' in a target environment (e.g. test, production).
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 +
== Roles ==
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For this process, the following organizational roles are defined:
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 +
{| class="wikitable"
 +
! Organizational role !! Description !! itmSUITE® role mapping
 +
 
 +
|-
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|Requester ||
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* Opens requests for ''[[Glossary|releases]]'' on behalf of himself/herself or for a third party
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||  This role is mapped on:
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* service managers (see after);
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* service desk members (system ''[[Glossary|resources]] ''with ''[[Glossary|user]] ''of ''[[Glossary|user type]] ''"Resource"; the login identifier of this ''[[Glossary|user]] ''is "SDSpecialist");
 +
* technical team members (see after).
 +
 
 +
|-
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|Release Manager ||
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* Receives and evaluates release requests
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* Assigns a release owner
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* May act as a release owner
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||  This role is mapped on the service manager(r) of the ''[[glossary|service]]'' on which the ''[[Glossary|release]]'' is requested.
 +
 +
|-
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| Release owner ||
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* Requires ''[[Glossary|release]]'' approval to the change authority after its assessment is completed
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* Assign tasks to be performed to complete the ''[[Glossary|release]] ''(e.g. opens ''[[glossary|deployment changes]]'')
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*  Watches over and monitors the ''[[Glossary|release]] ''along all its life cycle ensuring target service levels are achieved
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* Activates escalation/ routing/ requests
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* Manages all the communications with the requester
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* Checks the implementation and sets the ''[[Glossary|releasee]] ''to completed
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* Closes the ''[[Glossary|release]] ''after completing the final checks
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|| This role is assigned to the manager of the ''[[glossary|group]]'' "Release Management"; the login identifier of this ''[[glossary|user]]''  is "ReleaseManager". 
 +
 +
|-
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| Technical team member  ||A technical team member may first of all be a requester (see before). However he/she may play an active role in the preparation and installation of the release. In detail
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* He/she receives the notification on the assignment of an activity concerning a ''[[Glossary|release]] ''(e.g. conducting the assessment or designing/implementing it)
 +
 
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* Carries out the assigned tasks
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* Notices when completed or unable to complete
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|| There are several technical teams predefined for different domains. The following table shows which ''[[Glossary|users]] ''are members of each team.
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{| class="wikitable"
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! Domain !! ''[[Glossary|Group]]'' !! Member
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''[[Glossary|users]]''
 +
 
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|-
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|Application management || "Application Management" || "AppManager"
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"AppSpecialist"
 +
 
 +
|-
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|Personal devices management || "Personal Management" || "PersonalManager"
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"PersonalSpecialist"
 +
 
 +
|-
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|Network management || "Network Management" || "NetManager"
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"NetSpecialist"
 +
 
 +
|-
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|Server management || "Server Management" || "ServerManager"
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"ServerSpecialist"
 +
 +
|}   
 +
 +
|-
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| Technical team manager ||
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* Receives the notification about the assignment of the ''[[Glossary|release]] ''to his/her team in order to implement it
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* Assign the member of his/her team who should work on it (this can be done by setting the ''[[Glossary|ticket worker]]'' or creating and assigning ''[[Glossary|ticket activities]]'')
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* Watches over and monitors the work of his/her team
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|| There are several technical teams predefined for different domains. The following table shows which ''[[Glossary|users]]'' are set as ''[[Glossary|solution group manager]]'' for each domain.
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{| class="wikitable"
 +
! Domain !! ''[[Glossary|Group]]'' !! ''[[Glossary|Group manager]]''
 +
 
 +
|-
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|Application management || "Application Management" || ''[[Glossary|User]] ''"AppManager".
 +
 
 +
|-
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|Personal devices management || "Personal Management" || ''[[Glossary|User]] ''"Personal Manager".
 +
 
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|-
 +
|Network management || "Network Management" || ''[[Glossary|User]] ''"NetManager".
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 +
|-
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|Server management || "Server Management" || ''[[Glossary|User]] ''"ServerManager".
 +
 +
|} 
 +
 
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|-
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| Service manager ||The service manager may act as a requester of a ''[[glossary|release]]'' (see before). The service manager(s) of the ''[[glossary|service]]'' on which the ''[[Glossary|release]]'' is managed acts as the release manager(s).
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|| There are different service managers configured for specific ''[[Glossary|services]]''. See [[Incident Management#Services|Services]] section in this page for further information.
 +
 
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|-
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| Change authority ||
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* Approves the ''[[Glossary|release]]'' implementation
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* Approves the ''[[Glossary|releasee]]'' deployment
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|| This role is mapped based on the required authorization and ''[[Glossary|release]]'' classification.
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For ''[[Glossary|release]]'' implementation authorization:
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{| class="wikitable"
 +
! <u>Release Type</u> !! ''Change authority''
 +
 
 +
|-
 +
|"Emergency" || Service manager
 +
 
 +
|-
 +
|"Minor" || Service manager
 +
 
 +
|-
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|"Major" || CAB
 +
 +
|}
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The CAB is mapped on a ''[[Glossary|group]]'': "CAB".
 +
 
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For ''[[Glossary|release]]'' deployment authorization: 
 +
{| class="wikitable"
 +
! <u>Change Type</u> !! ''Change authority''
 +
 
 +
|-
 +
|"Emergency" || Service manager
 +
 
 +
|-
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|"Minor" || Release manager
 +
 
 +
|-
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|"Major" || Service manager
 +
 +
|}
 +
 
 +
|}
 +
 
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== Process ==
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As for all ''[[Glossary|workflows]]'', new ''[[Glossary|releases]]'' can be created by using the ''[[Glossary|self service portal]]'', accessible by means of '''''Self Service''''' menu.
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The following ''[[Glossary|requests]]'' which trigger a new instance of the ''[[Glossary|release and deployment management]]'' process are configured and available in the ''[[glossary|self service portal]]'': 
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{| class="wikitable sortable"
 +
! Self service topic !! Self service category !! Self service request !! Authorized roles
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|-
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| "Applications" || "Application Management" || "Release" (open a ''[[Glossary|release]]'') ||Requesters
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|}
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A ''[[Glossary|release]]'' may also be automatically opened during the execution of the ''[[Glossary|change management]]'' process.
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A ''[[Get started with itmSUITE®|workflow]]'' is configured to support the ''[[Glossary|release and deployment management]]'' process. The ''[[Glossary|workflow]]'' is characterized by ''[[Glossary|workflow statuses]]'' and ''[[Glossary|workflow transitions]]''. The figures below illustrate the process.
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[[File:Change management Operational Model 1 of 3 v1.0 .jpg|centre|thumb|800x800px|Release management process (1 of 3).]]
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[[File:Change management Operational Model 2 of 3 v1.0 .jpg|centre|thumb|800x800px|Release management process (2 of 3).]]
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[[File:Change management Operational Model 3 of 3 v1.0 .jpg|centre|thumb|800x800px|Release management process (3 of 3).]]
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The table below explains the meaning of each ''[[Glossary|workflow status.]] ''
 +
 
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{| class="wikitable"
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! Workflow status !! Description
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|-
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| "Default" || A preliminary status which is displayed when a ''[[Glossary|release]]'' is created.
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|-
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| "Opened" || The ''[[Glossary|release]]'' has been recorded.
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|-
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| "Requested" || The ''[[Glossary|release]]'' is confirmed and has been requested.
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|-
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| "In Analysis" || The ''[[Glossary|release]]'' assessment and planning is ongoing.
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|-
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| "Implementation Approval Requested" || The ''[[Glossary|release]]'' approval request for implementation is submitted to the change authority.
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|-
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| "Approved" || The ''[[Glossary|release]]'' is approved for implementation. 
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|-
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| "Not Approved" || The ''[[Glossary|release]]'' is not approved for implementation. 
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|-
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| "In Progress" || The ''[[Glossary|release]]'' implementation is ongoing. 
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|-
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| "Ready for Test" || The ''[[Glossary|release]]'' is ready for testing. In this status, a ''[[glossary|deployment change]]'' can be opened to install the ''[[glossary|release]]'' in a test environment.
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|-
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| "In Test" || The ''[[Glossary|release]]'' testing is ongoing. 
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|-
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| "Deployment Approval Requested" || The ''[[Glossary|release]]'' approval request for deployment is submitted to the change authority. 
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|-
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| "Deployment Approved" || The ''[[Glossary|release]]'' is approved for deployment. In this status, a ''[[glossary|deployment change]]'' can be opened to install the ''[[glossary|release]]'' in the live environment.
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|-
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| "Completed" || The ''[[Glossary|release]]'' is completed. 
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|-
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| "Change Review" || The ''[[Glossary|release]]'' review is ongoing. 
 +
 
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|-
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| "Cancelled" || The ''[[Glossary|release]] ''is not confirmed and, therefore, cancelled. 
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|-
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| "Suspended" || The ''[[Glossary|release]] ''execution is temporarily suspended. In this status ''[[Glossary|service levels]]'' calculation are suspended too.
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|-
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| "Aborted" || The ''[[Glossary|release]]'' execution is aborted. 
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|-
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| "Closed" || The ''[[Glossary|release]] ''closure has been confirmed.
 +
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|}
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 +
And finally the table below explains the roles authorized to execute the ''[[Glossary|workflow transitions]]''.
 +
 
 +
{| class="wikitable sortable"
 +
! Source status !! Destination status !! Authorized executors !! Comment
 +
 
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|-
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| "Default" || "Opened" || Requester
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service manager.
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||See the ''[[Glossary|self service portal]]'' configuration previously described.
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|-
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| "Opened" || "Requested" || Requester, service manager, release manager. ||
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 +
 
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|-
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| "Opened" || "Cancelled" || Requester, service manager. ||
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|-
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| "Requested" || "Opened" || Requester, service manager, release manager. ||
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 +
|-
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| "Requested" || "Cancelled" || Requester, service manager, release manager. ||
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|-
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| "Requested" || "In Analysis" || Release owner, release manager. ||
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|-
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| "Deployment Approved" || "Aborted" || Release owner, release manager. ||
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|-
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| "In Analysis" || "Requested" || Release owner, release manager. ||
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|-
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| "In Analysis" || "Approval Requested" || Release owner, release manager. ||
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|-
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| "In Analysis" || "Cancelled" || Release owner, release manager. ||
 +
 
 +
 
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|-
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| "Approval Requested" || "Approved" || Change authority. ||Depending on ''[[Glossary|release]]'' classification (see [[DChange Management|roles]] for more details).
 +
 
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|-
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| "Approval Requested" || "Not Approved" || Change authority. ||Depending on ''[[Glossary|release]] ''classification (see [[DChange Management|roles]] for more details).
 +
 
 +
|-
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| "Approval Requested" || "In Analysis" || Release owner, release manager. ||
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 +
|-
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| "Not Approved" || "Cancelled" || Release owner, release manager. ||
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|-
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| "Approved" || "In Progress" || Release owner, release manager, technical team member. ||
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|-
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| "Approved" || "Suspended" || Release owner, release manager. ||
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|-
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| "Approved" || "Aborted" || Release owner, release manager. ||
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|-
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| "Suspended" || "In Progress" || Release owner, release manager. ||
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|-
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| "In progress" || "Suspended" || Release owner, release manager. ||
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 +
|-
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| "In progress" || "Aborted" || Release owner, release manager. ||
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 +
|-
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| "In progress" || "Ready for Test" || Release owner, release manager technical team member. ||
 +
 
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|-
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| "In progress" || "In Test" || Release owner, release manager, technical team member. ||
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|-
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| "In progress" || "Deployment Approval Requested" || Release owner, release manager. ||
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|-
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| "In progress" || "Completed" || Release owner, release manager. ||
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 +
|-
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| "Ready for Test" || "In Test" || Release owner release manager, technical team member. ||
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|-
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| "Ready for Test" || "Suspended" || Release owner, release manager. ||
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|-
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| "Ready for Test" || "Aborted" || Release owner, release manager. ||
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|-
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| "In Test" || "Deployment Approval Requested" || Release owner, release manager. ||
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|-
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| "In Test" || "Suspended" || Release owner, release manager. ||
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|-
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| "In Test" || "Aborted" || Release owner, release manager. ||
 +
 
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|-
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| "Deployment Approval Requested" || "Deployment Approved" || Change authority. ||
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|-
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| "Deployment Approval Requested" || "Suspended" || Release owner, release manager. ||
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|-
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| "Deployment Approval Requested" || "Aborted" || Release owner, release manager. ||
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 +
|-
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| "Deployment Approved" || "Completed" || Release owner, release manager. ||
 +
 
 +
 
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|-
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| "Completed" || "Change Review" || Release owner, release manager. ||
 +
 
 +
|-
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| "Completed" || "Closed" || Release owner, release manager. ||
 +
 
 +
|-
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| "Change review" || "Closed" || Release owner, release manager. ||
 +
 
 +
|-
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| "Not Approved" || "In Analysis" || Release owner, release manager. ||
 +
 
 +
|}
 +
 
 +
=== Related processes ===
 +
Several other ''[[Glossary|IT Service Management]]'' processes are related to the ''[[Glossary|release and deploymentmanagement]]'' one. Some basic interfaces are provided. The tab ''<u>Related Items</u>'' of the ''[[Glossary|release]]'' and, in particular, the sub tab <u>''Tickets''</u> of it allows to view all the existing relationships between the ''[[Glossary|release]]'' and other processes (managed through ''[[Glossary|tickets]]'').
 +
 
 +
==== Incident management ====
 +
The relationship is indirect: a ''[[Glossary|release]]'' may be related to ''[[glossary|changes]]'' which implement the solution of ''[[Glossary|incidents]]''.
 +
 
 +
==== Problem management ====
 +
The relationship is indirect: a ''[[glossary|release]]''  may be related to ''[[glossary|changes]]'' which implement the solution of ''[[glossary|problems]]''.
 +
 
 +
==== Asset management and configuration management ====
 +
It is possible to relate ''[[Glossary|configuration items]]'' to a ''[[Glossary|release]]'' by using the tab ''<u>Related Items</u>'' and, in particular, the sub tab <u>''Configuration Items''</u>. The ''[[Glossary|ASM]]'' and/or [[Glossary|''CMS'']] ''[[Glossary|modules]]'' features are made available here (e.g. view of ''[[Glossary|configuration item]]'' details, ''[[Glossary|configuration exploration]]'' or ''[[Glossary|impact analysis]]'').
 +
 
 +
==== Change management ====
 +
A ''[[Glossary|release]]'' may include one or more ''[[Glossary|changes]].''  The relationship between a ''[[Glossary|release]]'' and and [[Glossary|change]] can be created from the ''[[Glossary|change]]'' but is is more frequently created working from the ''[[Glossary|release]]''. In any case, the relation from the ''[[Glossary|change]]'' can be created from the ''[[Glossary|tickets]]'' tab ''<u>Related Items</u> ''and, in particular, the sub tab ''<u>Configuration Items</u>'' by using the '''ADD EXISTING''' or '''SELF SERVICE''' commands.
 +
 
 +
==== Deployment Change ====
 +
A ''[[glossary|deployment change]]'' may be opened automatically, by means of a command button and only in specific statuses (see the workflow statuses table above), in specific statuses of the ''[[glossary|release]]''. Once opened, the ''[[glossary|deployment change]]'' is kept linked to the ''[[glossary|release]]''.  <nowiki/>
 +
 
 +
== Services ==
 +
Different ''[[Get started with itmSUITE®|services]]'' are configured for different ''[[Glossary|release]]'' domain areas as illustrated in the following table.
 +
 
 +
{| class="wikitable"
 +
! ''[[Glossary|Releases]]'' domain areas !! ''[[Glossary|Service]]'' !! ''[[Glossary|Service manager]]''
 +
 
 +
|-
 +
|Application management || Only one application, and the related ''[[Glossary|service]]'' ("itmCLOUD") is configured. || The ''[[Glossary|user]]'' "servicemanager" is configured as ''[[Glossary|service manager]]''.
 +
 
 +
|-
 +
|Personal devices management || "Personal Device Management". || The ''[[Glossary|user]] ''"personalmanager" is configured as ''[[Glossary|service manager]]''.
 +
 
 +
|-
 +
|Network management || "Network Management" || The ''[[Glossary|user]] ''"netmanager" is configured as ''[[Glossary|service manager]]''.
 +
 
 +
|-
 +
|Server management || "Server Management" || The ''[[Glossary|user]] ''"servermanager" is configured as ''[[Glossary|service manager]]''.
 +
 
 +
|}
 +
 
 +
== Management information ==
 +
Many management information are available as fields in the ''[[Glossary|release]]'' management configured form. The following table illustrates the intended use of key information and its behaviour. '''<u>NOTE</u>''': information are available (visible) and can be modified according to a specific configuration which is meant to be suitable for the organizational roles involved in the process.
 +
 
 +
{| class="wikitable sortable"
 +
! Information group or tab !! Field !! Purpose !! Comments
 +
 
 +
|-
 +
| <u>''General Information''</u> || <u>Project/Service</u> || The ''[[Glossary|project]]'' or ''[[Glossary|service]]'' on which the ''[[Glossary|release]]'' is being managed. ||This is set at open time and cannot be changed later.
 +
 
 +
|-
 +
| ''<u>General Information</u>'' || <u>Short Description</u> || To provide a short description of the ''[[Glossary|release]]''. ||Always visible.
 +
 
 +
 
 +
|-
 +
| <u>''General Information''</u> || <u>Creation Date</u> || To show the date and time the ''[[Glossary|release]]'' was created. ||This information is automatically recorded and cannot be manually changed. See ''<u>History</u>'' tab for more detailed tracking information.
 +
 
 +
|-
 +
| <u>''General Information''</u> || <u>Last Update</u> || To show the date and time the ''[[Glossary|release]] ''was last updated. ||This information is automatically recorded and cannot be manually changed. See ''<u>History</u> ''tab for more detailed tracking information.
 +
 
 +
|-
 +
| <u>''General Information''</u> || <u>Creation User</u> || To show the ''[[Glossary|user]]'' who created the ''[[Glossary|release]]''. ||This information is automatically recorded and cannot be manually changed. See ''<u>History</u> ''tab for more detailed tracking information.
 +
 
 +
|-
 +
| <u>''General Information''</u> || <u>Update User</u> || To show the ''[[Glossary|user]]'' who updated the ''[[Glossary|release]]'' last. ||This information is automatically recorded and cannot be manually changed. See ''<u>History</u> ''tab for more detailed tracking information.
 +
 
 +
|-
 +
| ''<u>Release Classification</u>'' || <u>Ticket Type</u> || To show the type of ''[[Glossary|workflow]]'' executed. ||This is automatically set at open time and can't be modified''.''
 +
 
 +
|-
 +
| <u>''Release Classification''</u> || <u>Ticket Op Status</u> || To show the operational status of the ''[[Glossary|release]]'', see ''[[Glossary|workflow statuses]]'' in [[Release Management#Process|Process]] section of this page. ||Status changes are performed by means of the '''Save&Next''' command.
 +
 
 +
|-
 +
| ''<u>Release Classification</u>'' || <u>Product</u> ||  This field allow to select one or more products which are released.
 +
||
 +
 
 +
|-
 +
| ''<u>Release Classification</u>'' || <u>Target Environment</u> ||  This field allows to define the target environment where the ''[[Glossary|release]]'' is to be installed.
 +
||There could be more than one installation of the ''[[glossary|release]]'' in different environments (test, acceptance, live) managed with the ''[[glossary|deployment change]]'' process.
 +
 
 +
|-
 +
| ''<u>Release Classification</u>'' || <u>Release Type</u> ||  This is the type of the release.
 +
||
 +
 
 +
|-
 +
| ''<u>Release Classification</u>'' || <u>Release Number</u> ||  The number of the release.
 +
||
 +
 
 +
|-
 +
| <u>''Management''</u> || <u>Supervising Team</u> || This field allows to define the supervising team for the release. ||
 +
 
 +
|-
 +
| <u>''Management''</u> || <u>Release Team</u> || To define the team to which the'' [[Glossary|release]]'' is assigned for execution. ||
 +
 
 +
|-
 +
| <u>''Management''</u> || <u>Release Owner</u> || To define who is the owner who should monitor the lifecycle of the ''[[Glossary|release]]''. ||
 +
 
 +
|-
 +
| <u>''Release Details''</u> || <u>Description</u> || To provide a more detailed description of the ''[[Glossary|release]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]]'' who has updated.
 +
 
 +
|-
 +
| <u>''Release Details''</u> || <u>Comments</u> || To provide helpful comments. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.
 +
 
 +
|}
 +
 
 +
Fields can be mandatory to save the ''[[Glossary|release]]'' in some [[Glossary|''workflow statuses'']]. These fields are highlighted with a red asterisk.
 +
 
 +
== Views ==
 +
The following ''[[Glossary|views]]'' are made available in the ''<u>Tickets</u>'' area of the home page:
 +
 
 +
{| class="wikitable"
 +
! View !! Content !! Requester !! Release owner !! Technical team !! Service manager !! Change authority !! Release Manager
 +
 
 +
|-
 +
| Releases completed || ''[[Glossary|Releases]]'' in statuses "Completed", "In Review".  || X ||  || || X
 +
|| ||
 +
 
 +
|-
 +
| Releass requested || ''[[Glossary|Releases]]'' in status "Requested".  ||  X
 +
|| 
 +
|| ||X || ||X
 +
 
 +
|-
 +
| Releases owned || ''[[Glossary|Releases]] ''in all the statuses but "Opened", "Cancelled", "Aborted", "Closed" where <u>Owner</u> is the logged ''[[Glossary|resource]].''  ||  ||  X || || || ||
 +
 
 +
|-
 +
| Releases routed to my team || ''[[Glossary|Releases]]'' in all the statuses but "Opened", "Cancelled", "Aborted", "Closed" where the <u>Release Team</u> is the group to which the logged ''[[Glossary|resource]]'' belongs to.    ||  || || X || || ||
 +
 
 +
|-
 +
| Releases assigned to me || ''[[Glossary|Releases]]'' in all the statuses but "Opened", "Cancelled", "Aborted", "Closed" where the <u>Ticket Worker</u> is the logged ''[[Glossary|resource]]''.    ||  ||
 +
|| X || || ||
 +
 
 +
|-
 +
| Releases suspended || ''[[Glossary|Releases]]'' in status "Suspended".    ||  || X
 +
||  ||X || ||X
 +
 
 +
|-
 +
| Releases to review || ''[[Glossary|Releases]]'' in status "Completed" where <u>Release Type</u> is "Emergency" or where "Major".    ||  || X
 +
||  ||X || ||X
 +
 
 +
|-
 +
| Releases to authorize for implementation || ''[[Glossary|Releases]]'' in status "Implementation Approval Requested".    ||  ||  ||  || ||X ||
 +
 
 +
|-
 +
| Releases to authorize for deployment || ''[[Glossary|Releases]]'' in status "Deployment Approval Requested".    ||  ||
 +
||  || ||X ||
 +
 
 +
|-
 +
| Releases evaluated by Change Authority || ''[[Glossary|Releases]]'' in status "Approved" or "Not Approved".    ||  || X
 +
||  || X
 +
|| ||X
 +
 
 +
|-
 +
| Changes approved for deployment || ''[[Glossary|Releases]]'' in status "Deployment Approved".    ||  || X
 +
||  || X
 +
|| ||X
 +
 
 +
|}
 +
 
 +
Additionally, the following ''[[Glossary|views]]'' are made available in the '''''Release''''' menu for all the organizational roles:
 +
 
 +
{| class="wikitable"
 +
! View !! Content
 +
 
 +
|-
 +
| Releases active || ''[[Glossary|Releases]] ''in all the statuses but "Cancelled", "Aborted", "Suspended", "Closed"
 +
 
 +
|-
 +
| Releases suspended || ''[[Glossary|Releases]]'' in status "Suspended
 +
 
 +
|-
 +
| Releases closed || ''[[Glossary|Releases]]'' in status "Closed"
 +
 
 +
|-
 +
| Releases cancelled || ''[[Glossary|Releases]]'' in status "Cancelled"
 +
 
 +
|}
 +
 
 +
== Notifications ==
 +
The following ''[[Glossary|notifications]]'' are configured:
 +
{| class="wikitable"
 +
! Trigger !! Recipients !! Purpose
 +
 
 +
|-
 +
|A ''[[Glossary|release]] ''is requested || Release manager  || Alert that there is a ''[[Glossary|release]]'' to manage.
 +
 
 +
|-
 +
|A ''[[Glossary|release]] ''is assigned a owner || Release owner || Alert that the ''[[Glossary|release]]'' was assigned to him/her.
 +
 
 +
|-
 +
|A release team is assigned or changed for the ''[[Glossary|release]]'' || Release team || Alert that there are resource(s) to allocate to manage the ''[[Glossary|release]]''.
 +
 
 +
|-
 +
|A ''[[Glossary|release]] ''review shall be executed (the ''[[Glossary|release]]'' is in ''[[Glossary|workflow status]]'' "Release Review") || Release owner, release manager || Alert that a ''[[Glossary|release]]'' review is to be done.
 +
 
 +
|-
 +
|A ''[[Glossary|release]] ''is completed || The release'' ''creator, the requester || Alert that the ''release ''is deployed.
 +
 
 +
|-
 +
|A ''[[Glossary|ticket worker]]'' is assigned || The assigned'' [[Glossary|ticket worker]]'' || Alert that there is work to be done.
 +
 
 +
|-
 +
|A ''[[Glossary|release]] ''is suspended || The release'' ''creator, the requester, the service manager, the release manager, the releasee owner || Alert that the ''[[Glossary|release]] ''is suspended.
 +
 
 +
|-
 +
|An ''[[Glossary|release ]]''is closed || The ''release ''creator, the requester, the service manager, the release manager, the change owner || Alert that the ''[[Glossary|release]]'' has been closed.
 +
 
 +
|-
 +
|A ''[[Glossary|release]] ''is cancelled || The ''release ''creator, the requester, the service manager, the release manager, the change owner || Alert that the ''[[Glossary|change]]'' has been cancelled.
 +
 
 +
|-
 +
|A ''[[Glossary|release]] ''implementation approval has been requested || Change authority || Alert that a ''[[Glossary|release]]'' implementation request has to be examined.
 +
 
 +
|-
 +
|A ''[[Glossary|release]] ''implementation approval request has been examined || Release owner, release manager || Alert that the change authority has given a feedback on a ''[[Glossary|release]]'' implementation request.
 +
 
 +
|-
 +
|A ''[[Glossary|release]] ''deployment approval has been requested || Change authority || Alert that a ''[[Glossary|release]]'' deployment request has to be examined.
 +
 
 +
|-
 +
|A ''[[Glossary|release]] ''deployment approval request has been examined || Release owner, release manager || Alert that the change authority has given a feedback on a ''[[Glossary|release]]'' deployment request.
 +
 
 +
|}
 +
 
 +
== Reporting ==
 +
A set of standard reports are made available for the ''[[Glossary|release management]]'' process. It is not required to have the [[Glossary|REP]] ''[[Glossary|module]]'' to use them, however the [[Glossary|''module'']] is required if new or changed reports are needed. The available reports are placed under '''''Release/Reporting''''' menu.
 +
 
 +
The following table lists the reports available by default and their visibility:
 +
 
 +
{| class="wikitable"
 +
! Report name !! Content !! Access
 +
 
 +
|-
 +
|Release per category - trend || An histogram showing the ''[[Glossary|release]]'' volumes per category (<u>Release Type</u>)monthly trend. || Release manager, service managers and technical team members.
 +
 
 +
|-
 +
|Release per category - volume || A pie containing the split of ''[[Glossary|releases]]'' per category (<u>Release Type</u>). || Release manager, service managers and technical team members.
 +
 
 +
|-
 +
|Release per service - trend || An histogram showing the ''[[Glossary|release]] ''volumes per ''[[Glossary|service]]'' monthly trend. || Release manager, servie managers and technical team members.
 +
 
 +
|-
 +
|Release per service - volume || A pie containing the split of ''[[Glossary|releases]] ''per ''[[Glossary|service]]''. || Release manager, servie managers and technical team members.
 +
 
 +
|-
 +
|Release per service/category - volume || An histogram showing the ''[[Glossary|releases]]'' volume per ''[[Glossary|service]]'' and category. || Release manager, service managers and technical team members.
 +
 
 +
|-
 +
|Release - analysis time || A pie showing the percentage of ''[[Glossary|releases]] ''respecting the target defined for the "Analysis time"* ''[[Glossary|objective]]'' (the time elapsed from the "Requested" to the "In Analysis" ''[[Glossary|workflow status]]''. || Release manager, service managers and technical team members.
 +
 
 +
|}
 +
<nowiki>*</nowiki> "Analysis time" is defined within the ''[[Glossary|OCE]]'' ''[[Glossary|module]]''.
 +
 
 +
A basic form of reporting is also provided by ''[[Glossary|views]]. ''Views basically allow to list ''[[Glossary|releases]]'' and their attributes but may also be configured to calculates sums, averages on some of them.'' ''The available ''[[Glossary|views]]'' are illustrated in the dedicated [[Incident Management#Views|section]] of this page.
 +
 
 +
== Examples of use ==
 +
In this section some examples of use of the configured'' [[Glossary|release management]]'' process are given.
 +
 
 +
If you get lost, any time use the '''EXPLORE WORKFLOW''' command of the ''[[Glossary|release]]'' management form. This enables to view the status of the ''[[Glossary|workflow]]'' as shown in the figure below. By clicking on a relationship between ''[[Glossary|workflow statuses]]'', ''[[Glossary|roles]]'' and ''[[Glossary|users]]'' enabled to perform it are presented.
 +
[[File:Explore Workflow IM v1.0.JPG|centre|thumb|848x848px|Explore Workflow window]]
 +
'''<u>NOTE</u>''': the '''EXPLORE WORKFLOW '''command is available only if the ''[[Glossary|ticket]]'' is first saved.
 +
 
 +
For more information on how to use any workflows, including incident management, please refer to the [[workflow execution guide]].
 +
 
 +
=== Create and request a new ''[[Glossary|release]] ''as a final user ===
 +
# Login as "appspecialist" ''[[Glossary|user]]''
 +
#  Activate the '''''Self Service''''' menu
 +
#  Choose a ''[[Glossary|self service topic]]'', ''[[Glossary|self service category]]'' and finally "Release" as ''[[Glossary|self service request]] ''(this determines the creation of a new ''[[Glossary|release]]'')
 +
#  Fill the ''[[Glossary|release]]'' form, at least with mandatory fields, and save with the '''SAVE''' command (the ''[[Glossary|release]]'' is now in ''[[Glossary|workflow status]]'' "Opened")
 +
# Set the ''[[Glossary|release]]'' in ''[[Glossary|workflow status]]'' "Requested" with the '''SAVE & NEXT''' command
 +
You have now saved the ''[[Glossary|release]]'', take note of the ''[[Glossary|ticket]]'' number for further reference and use. 
 +
 
 +
=== Assign a ''[[Glossary|release]]'' for analysis as a release manager ===
 +
#Login as "releasemanager"
 +
# Open the the desired ''[[Glossary|release]]''; you can do it quickly either by
 +
#* Access the "Releases Requested" ''[[Glossary|view]]'' in the ''<u>Tickets</u>'' area of the home page and pick a ''[[Glossary|release]] ''
 +
#* Access the '''''Release/Releases active '''''menu and pick a ''[[Glossary|release]] ''in'' [[Glossary|workflow status]] ''"Requested"'' ''among those listed
 +
#* Insert the reference number of a ''[[Glossary|release]]'' in ''[[Glossary|workflow status]]'' "Requested" in '''Quick Search''', after selecting the ''[[Glossary|search context]]'' "Ticket"
 +
# Assign the key roles
 +
#* Fill the ''[[Glossary|release]] ''form with <u>Release Owner</u>, <u>Release Team</u> and, may be, <u>Supervising Team</u>
 +
#*  Pressing the '''SAVE & NEXT''' command, choose the "1. Assign ticket" ''[[Glossary|workflow transition]] ''
 +
The ''[[Glossary|release]]'' is now in ''[[Glossary|workflow status]]'' "In Analysis".[[Incident Management|<nowiki/>]]<nowiki/>

Versione attuale delle 10:15, 27 apr 2017

Release and Deployment Management process is supported by a SM workflow cartridge that enables the execution of the process according to the ITIL and ISO/IEC 20000 guidelines.

Of course the preconfigured process (the workflow cartridge) is just an accelerator and the tuning / completion of the initial configuration will still be required. To this aim, the Workflow Engine guide may be useful.

IMPORTANT NOTE: the configuration below is only one of the possible configuration to deal with the release and deployment management process. The need for a different behaviour of the process may be fulfilled by simple changes of the configuration.

Operational model

The preconfigured process has the objective to facilitate and support the effective and efficient execution of releases. At the core of the process configuration is the following operational model.

Release Management operational model

The requester, a service manager, an authorized member of the service desk or a technical team member (e.g. a developer) or the change Management process requires a new release. The release manager takes in charge it and assigns an owner who coordinates all the tasks needed to fulfil the release. If necessary, the owner requests the releasee authorizations to the change authority. Finally, he/she activates the deployment change process in order to complete the installation of the release in a target environment (e.g. test, production).

Roles

For this process, the following organizational roles are defined:

Organizational role Description itmSUITE® role mapping
Requester
  • Opens requests for releases on behalf of himself/herself or for a third party
 This role is mapped on:
  • service managers (see after);
  • service desk members (system resources with user of user type "Resource"; the login identifier of this user is "SDSpecialist");
  • technical team members (see after).
Release Manager
  • Receives and evaluates release requests
  • Assigns a release owner
  • May act as a release owner
 This role is mapped on the service manager(r) of the service on which the release is requested.
Release owner
  • Requires release approval to the change authority after its assessment is completed
  • Assign tasks to be performed to complete the release (e.g. opens deployment changes)
  • Watches over and monitors the release along all its life cycle ensuring target service levels are achieved
  • Activates escalation/ routing/ requests
  • Manages all the communications with the requester
  • Checks the implementation and sets the releasee to completed
  • Closes the release after completing the final checks
 This role is assigned to the manager of the group "Release Management"; the login identifier of this user is "ReleaseManager".
Technical team member A technical team member may first of all be a requester (see before). However he/she may play an active role in the preparation and installation of the release. In detail
  • He/she receives the notification on the assignment of an activity concerning a release (e.g. conducting the assessment or designing/implementing it)
  • Carries out the assigned tasks
  • Notices when completed or unable to complete
 There are several technical teams predefined for different domains. The following table shows which users are members of each team.
Domain Group Member

users

Application management "Application Management" "AppManager"

"AppSpecialist"

Personal devices management "Personal Management" "PersonalManager"

"PersonalSpecialist"

Network management "Network Management" "NetManager"

"NetSpecialist"

Server management "Server Management" "ServerManager"

"ServerSpecialist"

Technical team manager
  • Receives the notification about the assignment of the release to his/her team in order to implement it
  • Assign the member of his/her team who should work on it (this can be done by setting the ticket worker or creating and assigning ticket activities)
  • Watches over and monitors the work of his/her team
 There are several technical teams predefined for different domains. The following table shows which users are set as solution group manager for each domain.
Domain Group Group manager
Application management "Application Management" User "AppManager".
Personal devices management "Personal Management" User "Personal Manager".
Network management "Network Management" User "NetManager".
Server management "Server Management" User "ServerManager".
Service manager The service manager may act as a requester of a release (see before). The service manager(s) of the service on which the release is managed acts as the release manager(s). There are different service managers configured for specific services. See Services section in this page for further information.
Change authority This role is mapped based on the required authorization and release classification.

For release implementation authorization:

Release Type Change authority
"Emergency" Service manager
"Minor" Service manager
"Major" CAB

The CAB is mapped on a group: "CAB".

For release deployment authorization:

Change Type Change authority
"Emergency" Service manager
"Minor" Release manager
"Major" Service manager

Process

As for all workflows, new releases can be created by using the self service portal, accessible by means of Self Service menu.

The following requests which trigger a new instance of the release and deployment management process are configured and available in the self service portal:

Self service topic Self service category Self service request Authorized roles
"Applications" "Application Management" "Release" (open a release) Requesters

A release may also be automatically opened during the execution of the change management process.

A workflow is configured to support the release and deployment management process. The workflow is characterized by workflow statuses and workflow transitions. The figures below illustrate the process.

Release management process (1 of 3).
Release management process (2 of 3).
Release management process (3 of 3).

The table below explains the meaning of each workflow status.

Workflow status Description
"Default" A preliminary status which is displayed when a release is created.
"Opened" The release has been recorded.
"Requested" The release is confirmed and has been requested.
"In Analysis" The release assessment and planning is ongoing.
"Implementation Approval Requested" The release approval request for implementation is submitted to the change authority.
"Approved" The release is approved for implementation.
"Not Approved" The release is not approved for implementation.
"In Progress" The release implementation is ongoing.
"Ready for Test" The release is ready for testing. In this status, a deployment change can be opened to install the release in a test environment.
"In Test" The release testing is ongoing.
"Deployment Approval Requested" The release approval request for deployment is submitted to the change authority.
"Deployment Approved" The release is approved for deployment. In this status, a deployment change can be opened to install the release in the live environment.
"Completed" The release is completed.
"Change Review" The release review is ongoing.
"Cancelled" The release is not confirmed and, therefore, cancelled.
"Suspended" The release execution is temporarily suspended. In this status service levels calculation are suspended too.
"Aborted" The release execution is aborted.
"Closed" The release closure has been confirmed.

And finally the table below explains the roles authorized to execute the workflow transitions.

Source status Destination status Authorized executors Comment
"Default" "Opened" Requester

service manager.

See the self service portal configuration previously described.
"Opened" "Requested" Requester, service manager, release manager.


"Opened" "Cancelled" Requester, service manager.
"Requested" "Opened" Requester, service manager, release manager.
"Requested" "Cancelled" Requester, service manager, release manager.
"Requested" "In Analysis" Release owner, release manager.
"Deployment Approved" "Aborted" Release owner, release manager.
"In Analysis" "Requested" Release owner, release manager.
"In Analysis" "Approval Requested" Release owner, release manager.
"In Analysis" "Cancelled" Release owner, release manager.


"Approval Requested" "Approved" Change authority. Depending on release classification (see roles for more details).
"Approval Requested" "Not Approved" Change authority. Depending on release classification (see roles for more details).
"Approval Requested" "In Analysis" Release owner, release manager.
"Not Approved" "Cancelled" Release owner, release manager.
"Approved" "In Progress" Release owner, release manager, technical team member.
"Approved" "Suspended" Release owner, release manager.


"Approved" "Aborted" Release owner, release manager.
"Suspended" "In Progress" Release owner, release manager.
"In progress" "Suspended" Release owner, release manager.
"In progress" "Aborted" Release owner, release manager.
"In progress" "Ready for Test" Release owner, release manager technical team member.
"In progress" "In Test" Release owner, release manager, technical team member.
"In progress" "Deployment Approval Requested" Release owner, release manager.
"In progress" "Completed" Release owner, release manager.
"Ready for Test" "In Test" Release owner release manager, technical team member.
"Ready for Test" "Suspended" Release owner, release manager.
"Ready for Test" "Aborted" Release owner, release manager.
"In Test" "Deployment Approval Requested" Release owner, release manager.
"In Test" "Suspended" Release owner, release manager.
"In Test" "Aborted" Release owner, release manager.
"Deployment Approval Requested" "Deployment Approved" Change authority.
"Deployment Approval Requested" "Suspended" Release owner, release manager.
"Deployment Approval Requested" "Aborted" Release owner, release manager.
"Deployment Approved" "Completed" Release owner, release manager.


"Completed" "Change Review" Release owner, release manager.
"Completed" "Closed" Release owner, release manager.
"Change review" "Closed" Release owner, release manager.
"Not Approved" "In Analysis" Release owner, release manager.

Related processes

Several other IT Service Management processes are related to the release and deploymentmanagement one. Some basic interfaces are provided. The tab Related Items of the release and, in particular, the sub tab Tickets of it allows to view all the existing relationships between the release and other processes (managed through tickets).

Incident management

The relationship is indirect: a release may be related to changes which implement the solution of incidents.

Problem management

The relationship is indirect: a release may be related to changes which implement the solution of problems.

Asset management and configuration management

It is possible to relate configuration items to a release by using the tab Related Items and, in particular, the sub tab Configuration Items. The ASM and/or CMS modules features are made available here (e.g. view of configuration item details, configuration exploration or impact analysis).

Change management

A release may include one or more changes. The relationship between a release and and change can be created from the change but is is more frequently created working from the release. In any case, the relation from the change can be created from the tickets tab Related Items and, in particular, the sub tab Configuration Items by using the ADD EXISTING or SELF SERVICE commands.

Deployment Change

A deployment change may be opened automatically, by means of a command button and only in specific statuses (see the workflow statuses table above), in specific statuses of the release. Once opened, the deployment change is kept linked to the release.

Services

Different services are configured for different release domain areas as illustrated in the following table.

Releases domain areas Service Service manager
Application management Only one application, and the related service ("itmCLOUD") is configured. The user "servicemanager" is configured as service manager.
Personal devices management "Personal Device Management". The user "personalmanager" is configured as service manager.
Network management "Network Management" The user "netmanager" is configured as service manager.
Server management "Server Management" The user "servermanager" is configured as service manager.

Management information

Many management information are available as fields in the release management configured form. The following table illustrates the intended use of key information and its behaviour. NOTE: information are available (visible) and can be modified according to a specific configuration which is meant to be suitable for the organizational roles involved in the process.

Information group or tab Field Purpose Comments
General Information Project/Service The project or service on which the release is being managed. This is set at open time and cannot be changed later.
General Information Short Description To provide a short description of the release. Always visible.


General Information Creation Date To show the date and time the release was created. This information is automatically recorded and cannot be manually changed. See History tab for more detailed tracking information.
General Information Last Update To show the date and time the release was last updated. This information is automatically recorded and cannot be manually changed. See History tab for more detailed tracking information.
General Information Creation User To show the user who created the release. This information is automatically recorded and cannot be manually changed. See History tab for more detailed tracking information.
General Information Update User To show the user who updated the release last. This information is automatically recorded and cannot be manually changed. See History tab for more detailed tracking information.
Release Classification Ticket Type To show the type of workflow executed. This is automatically set at open time and can't be modified.
Release Classification Ticket Op Status To show the operational status of the release, see workflow statuses in Process section of this page. Status changes are performed by means of the Save&Next command.
Release Classification Product This field allow to select one or more products which are released.
Release Classification Target Environment This field allows to define the target environment where the release is to be installed. There could be more than one installation of the release in different environments (test, acceptance, live) managed with the deployment change process.
Release Classification Release Type This is the type of the release.
Release Classification Release Number The number of the release.
Management Supervising Team This field allows to define the supervising team for the release.
Management Release Team To define the team to which the release is assigned for execution.
Management Release Owner To define who is the owner who should monitor the lifecycle of the release.
Release Details Description To provide a more detailed description of the release. An auto tracking field is used enabling to view the user who has updated.
Release Details Comments To provide helpful comments. An auto tracking field is used enabling to view the user who has updated.

Fields can be mandatory to save the release in some workflow statuses. These fields are highlighted with a red asterisk.

Views

The following views are made available in the Tickets area of the home page:

View Content Requester Release owner Technical team Service manager Change authority Release Manager
Releases completed Releases in statuses "Completed", "In Review". X X
Releass requested Releases in status "Requested". X X X
Releases owned Releases in all the statuses but "Opened", "Cancelled", "Aborted", "Closed" where Owner is the logged resource. X
Releases routed to my team Releases in all the statuses but "Opened", "Cancelled", "Aborted", "Closed" where the Release Team is the group to which the logged resource belongs to. X
Releases assigned to me Releases in all the statuses but "Opened", "Cancelled", "Aborted", "Closed" where the Ticket Worker is the logged resource. X
Releases suspended Releases in status "Suspended". X X X
Releases to review Releases in status "Completed" where Release Type is "Emergency" or where "Major". X X X
Releases to authorize for implementation Releases in status "Implementation Approval Requested". X
Releases to authorize for deployment Releases in status "Deployment Approval Requested". X
Releases evaluated by Change Authority Releases in status "Approved" or "Not Approved". X X X
Changes approved for deployment Releases in status "Deployment Approved". X X X

Additionally, the following views are made available in the Release menu for all the organizational roles:

View Content
Releases active Releases in all the statuses but "Cancelled", "Aborted", "Suspended", "Closed"
Releases suspended Releases in status "Suspended
Releases closed Releases in status "Closed"
Releases cancelled Releases in status "Cancelled"

Notifications

The following notifications are configured:

Trigger Recipients Purpose
A release is requested Release manager Alert that there is a release to manage.
A release is assigned a owner Release owner Alert that the release was assigned to him/her.
A release team is assigned or changed for the release Release team Alert that there are resource(s) to allocate to manage the release.
A release review shall be executed (the release is in workflow status "Release Review") Release owner, release manager Alert that a release review is to be done.
A release is completed The release creator, the requester Alert that the release is deployed.
A ticket worker is assigned The assigned ticket worker Alert that there is work to be done.
A release is suspended The release creator, the requester, the service manager, the release manager, the releasee owner Alert that the release is suspended.
An release is closed The release creator, the requester, the service manager, the release manager, the change owner Alert that the release has been closed.
A release is cancelled The release creator, the requester, the service manager, the release manager, the change owner Alert that the change has been cancelled.
A release implementation approval has been requested Change authority Alert that a release implementation request has to be examined.
A release implementation approval request has been examined Release owner, release manager Alert that the change authority has given a feedback on a release implementation request.
A release deployment approval has been requested Change authority Alert that a release deployment request has to be examined.
A release deployment approval request has been examined Release owner, release manager Alert that the change authority has given a feedback on a release deployment request.

Reporting

A set of standard reports are made available for the release management process. It is not required to have the REP module to use them, however the module is required if new or changed reports are needed. The available reports are placed under Release/Reporting menu.

The following table lists the reports available by default and their visibility:

Report name Content Access
Release per category - trend An histogram showing the release volumes per category (Release Type)monthly trend. Release manager, service managers and technical team members.
Release per category - volume A pie containing the split of releases per category (Release Type). Release manager, service managers and technical team members.
Release per service - trend An histogram showing the release volumes per service monthly trend. Release manager, servie managers and technical team members.
Release per service - volume A pie containing the split of releases per service. Release manager, servie managers and technical team members.
Release per service/category - volume An histogram showing the releases volume per service and category. Release manager, service managers and technical team members.
Release - analysis time A pie showing the percentage of releases respecting the target defined for the "Analysis time"* objective (the time elapsed from the "Requested" to the "In Analysis" workflow status. Release manager, service managers and technical team members.

* "Analysis time" is defined within the OCE module.

A basic form of reporting is also provided by views. Views basically allow to list releases and their attributes but may also be configured to calculates sums, averages on some of them. The available views are illustrated in the dedicated section of this page.

Examples of use

In this section some examples of use of the configured release management process are given.

If you get lost, any time use the EXPLORE WORKFLOW command of the release management form. This enables to view the status of the workflow as shown in the figure below. By clicking on a relationship between workflow statuses, roles and users enabled to perform it are presented.

Explore Workflow window

NOTE: the EXPLORE WORKFLOW command is available only if the ticket is first saved.

For more information on how to use any workflows, including incident management, please refer to the workflow execution guide.

Create and request a new release as a final user

  1. Login as "appspecialist" user
  2. Activate the Self Service menu
  3. Choose a self service topic, self service category and finally "Release" as self service request (this determines the creation of a new release)
  4. Fill the release form, at least with mandatory fields, and save with the SAVE command (the release is now in workflow status "Opened")
  5. Set the release in workflow status "Requested" with the SAVE & NEXT command

You have now saved the release, take note of the ticket number for further reference and use.

Assign a release for analysis as a release manager

  1. Login as "releasemanager"
  2. Open the the desired release; you can do it quickly either by
  3. Assign the key roles
    • Fill the release form with Release Owner, Release Team and, may be, Supervising Team
    • Pressing the SAVE & NEXT command, choose the "1. Assign ticket" workflow transition

The release is now in workflow status "In Analysis".

Estratto da "http://wiki.itmsuite.eu/index.php?title=Release_and_Deployment_Management&oldid=3010"