Creating and Application Service from your Project

Continuity Consulting, Inc.

Creating an Application Service from your Project

PMI-SVC PMO Forum February 25, 2009 Dennis Dearbaugh

Opening Thoughts…. ● The largest cost of an application occurs after it has been implemented ● Production gets no rewards for running perfectly, only gets penalized when outages occur ● It all starts with the Project….

Performance Demands… ● Customers are demanding greater IT accountability (cost competitive performance) o Tighter Budgets- consolidation/outsourcing o Continuous Availability – WWW / no outages/service continuity o Confidentiality – controls/security

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Political Demands…. ● Projects becoming more complex to control o SOA o Shared Services o Leveraging common solutions (i.e. licensing)

● The standalone project is becoming a rarity

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To the Customer … ● A project is an event that delivers a service they can use to do their job ● A service is a success: o If it reliably delivers the functionality the customer needs when they need it o If it doesn’t cost more to operate than it should (no silos)

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Our Focus Today ● What is an Application Service? ● Standards/Best Practices – Where are they going? ● IT Service Delivery Model ● How to use the Model to make your Project a Service Success

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What is an Application Service?

An Application Service is all the technology and non-technology components (people, things, processes, governance) that must work together to make application functionality available to the end-user whenever, however and wherever they need it to perform their responsibilities.

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Success for a Project is beyond Time, Scope, Cost, Risk, etc. … ● Ensuring the right people are in place ● Ensuring the right things are in place ● Ensuring the right processes are in place ● Ensuring the right governance is in place To provide the Application Service whenever, however and wherever it is needed without disruption 8

Standards/Best Practices – Where are they going?

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Best Practices and Standards Abound – Narrowly Focused ● ITIL - Service Management ● COBIT/ISACA/ITGI – Auditing & Governance ● eTom Telecommunications

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● PMBOK – Project Management ● IEEE - Development ● ISC - Security ● TIA – Data Center Facility ● FEAP- Architecture

But some are recognizing that they need to fit within the larger perspective

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ITIL V2 – Focus was post - development

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ITIL V3 – More detailed life cycle view

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What is the larger perspective?

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A larger perspective – a business model for the delivery of IT Services

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Service & Support Dimensions ● Cost of Existence Collaborations o Those administrative functions (HR, Fiscal, Procurement, etc.) that provide support to the organization and secure the resources the organization needs to fulfill its responsibilities.

● Service Oversight o Service Oversight focuses on ensuring that all service and support functions are effectively operating individually and together to deliver the required service levels.

● Service Maintenance o Service Maintenance focuses on maintaining and enhancing the solution components to the state of required policy, programmatic and technology currency and compliance.

● Service Delivery o Service Delivery focuses on the activities necessary to ensure the solution is available for use as required.

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Dimensions are comprised of Functions Service Oversight

Service Maintenance

Service Delivery

Asset Management

Application Maintenance

Availability Management

Communications

Content Management

Capacity Management

Contract Management

Control Agency Compliance

Change Management

Customer Relationship Management

Customer Report Creation Support

Configuration Management

Governance

Document Management

Customer Training

Intake

Forms Management

Facilities Management

Legislation

Information Management

Incident Management

Oversight-Internal Operations

Interface Management

Network (Connectivity)

Performance Measures

Project Management

Operations

Policy

Quality Assurance

Personal Device Support

Proposal Development

Requirements Management

Problem Management

Resource Management

Technical Writing

Release Management

Service Level Management

Testing

Security

Solution Architecture

Servers (Hosting) & Storage Service Continuity Management Service Desk Training (Internal)

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How to use the Model to make your Project a Service Success

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Designing and Building with the Application Service in Mind

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Putting the Model Dimensions & Functions to Use‌.

1.

Solution Goals and Objectives o

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Solution from an end-user functionality perspective. Should be augmented to look at the daily operational needs the solution will require.

Challenges & Risks o

3.

Development phase and ability to manage contractual arrangements. Should be augmented to look at envisioned partnerships and what will need to be addressed.

Business (Program) Requirements o

4.

Requirements from an end-user functionality perspective and the technology that will be necessary to deliver that functionality. Should be augmented to look at the non-technology support needs the end-user will require .

Customer Usage Support o

5.

Customer Training, Service Desk – Creation of the requirements for those nontechnology support needs the end-user will require.

Technology Enablers & Layers o

Creation of the requirements for the technology enabled solution. Requirements should be grouped by technology layer from end-user access devices down through the various layers to the central data layer.

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Putting the Model Dimensions & Functions to Use….

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Technology Support o

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Maintenance, Operations, Modifications – Creation of the remaining service and support requirements necessary.

Service and Support Structures o

8.

Combines technology and non-technology oriented service and support requirements aligning them with the envisioned partnership relationship.

Stakeholders o

9.

Establishes communication, participation and ownership activities, and the roles and responsibilities that must be in place and maintained.

Solution Build Structures o

Project Management, Procurement, Contract Management and other necessary structures that must be in place to ensure project success.

10. Transition o

Transitioning from “Project” mode to “Operations” mode. Most critical step to ensure long-term end-user and customer satisfaction.

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As a PM you should ask… ● Does my project need that function? ● Who will be responsible for that function in production? ● What will they need to deliver that function successfully? ● Does the function already exist for another application service? Can that be leveraged? ● If I am going to outsource this function, what do I need to do that successfully?

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Closing Thoughts ● The largest cost of an application occurs after it has been implemented ● Production gets no rewards for running perfectly, only gets penalized when outages occur ● It all starts with the Project….leave a positive legacy

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Questions – Dialogue - Comments

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Contact Information

Dennis Dearbaugh Continuity Consulting, Inc. 2250 East Bidwell, Suite 100 Folsom, CA 95630 916.458.5151 DDearbaugh@ContinuityConsulting.com

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Best Practices Referenced ●

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(source Wikipedia)

The eTOM (enhanced Telecom Operations Map), published by the TM Forum, is a guidebook, the most widely used and accepted standard for business processes in the telecommunications industry. The eTOM model describes the full scope of business processes required by a service provider and defines key elements and how they interact. eTOM is a common companion of ITIL, an analogous standard or framework for best practices in information technology.

The Information Technology Infrastructure Library (ITIL) is a set of concepts and policies for managing information technology (IT) infrastructure, development and operations. ITIL is published in a series of books, each of which covers an IT management topic. The names ITIL and IT Infrastructure Library are registered trademarks of the United Kingdom's Office of Government Commerce (OGC). ITIL gives a detailed description of a number of important IT practices with comprehensive checklists, tasks and procedures that can be tailored to any IT organization The Control Objectives for Information and related Technology (COBIT) is a set of best practices (framework) for information technology (IT) management created by the Information Systems Audit and Control Association (ISACA), and the IT Governance Institute (ITGI) in 1992. COBIT provides managers, auditors, and IT users with a set of generally accepted measures, indicators, processes and best practices to assist them in maximizing the benefits derived through the use of information technology and developing appropriate IT governance and control in a company

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Best Practices Referenced (cont.) ● ●

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(source Wikipedia)

ISO/IEC 27002 provides best practice recommendations on information security management for use by those who are responsible for initiating, implementing or maintaining Information Security Management Systems (ISMS).

Project Management Body of Knowledge (PMBOK) is a project management guide, and an internationally recognized standard, that provides the fundamentals of project management as they apply to a wide range of projects, including construction, software, engineering, automotive, etc IEEE serves as leading developer of industrial standards (having developed over 900 active industry standards) in a broad range of disciplines, including electric power and energy, biomedical technology and healthcare, information technology, information assurance, telecommunications, consumer electronics, transportation, aerospace, and nanotechnology.

The TIA-942:Data Center Standards Overview describes the requirements for the data center infrastructure. The simplest is a Tier 1 data center, which is basically a computer room, following basic guidelines for the installation of computer systems.

The most stringent level is a Tier 4 data center, which is designed to host mission critical computer systems, with fully redundant subsystems and compartmentalized security zones controlled by biometric access controls methods.

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Putting the Model Dimensions & Functions to Use…. (Details for reference) 1.

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Solution Goals and Objectives – This step traditionally looks at the solution from an end-user functionality perspective. This step should be augmented to look at the daily operational needs that the solution will require and develop specific goals and objectives for those operational needs as well.

Challenges & Risks – This step traditionally looks at the development phase and ability to manage contractual arrangements. This step should be augmented to look at envisioned partnerships and what will need to be addressed to successfully put cost effective partnership relationships in place.

Business (Program) Requirements – This step traditionally looks at these requirements from an enduser functionality perspective and the technology that will be necessary to deliver that functionality. This step should be augmented to look at the non-technology support (i.e. Customer training, Service Desk, personal device support, governance structures over partnership relationships) needs the end-user will require to successfully utilize the delivered technology solution in their daily business.

Customer Usage Support (i.e. Customer Training, Service Desk) – This step is the creation of the requirements for those non-technology support needs the end-user will require to successfully utilize the delivered technology solution in their daily business.

Technology Enablers & Layers – This step is the creation of the requirements for the technology enabled solution. The main difference in this step is that these requirements should be grouped by technology layer from end-user access devices down through the various layers to the central data layer. This is necessary as the partnerships that will be utilized in the delivery of the production solution will most likely be organized closely with the individual technology layers.

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Technology Support (i.e. Maintenance, Operations, Modifications) – This step is the creation of the remaining service and support requirements necessary to maintain, modify/enhance and operate the technology solution to make it available to the end-user when and where they need it.

Service and Support Structures – This step is the combining of the non-technology and technology oriented service and support requirements and aligning them with the envisioned partnership relationships to provide a comprehensive picture of the production phase operational environment.

Stakeholders – This step is to establish communication, participation and ownership activities, including roles and responsibilities that must be in place and maintained to successfully transition the project from development to daily production use.

Solution Build Structures – This step is the putting in place the Project Management, Procurement, Contract Management and other necessary structures that facilitate the project being implemented within desired time, cost and quality requirements.

Transition – This step is typically shortened and rushed to meet project timelines. This step is the most critical to ensuring long-term end-user and customer satisfaction. This step is the transitioning from a “Project” mode to an “Operational” mode. As mentioned earlier these two modes must be the single focus of the Project, but due to their differing natures (Project is focused on build/implement; Operations is focused on availability/stability) the rigor and completeness of the transition is paramount.