34 Stabilize SMF.docx

34 Stabilize SMF.docx

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34StabilizeSMF

Microsoft®OperationsFramework

Version4.0

StabilizeServiceManagementFunction

FPO

Published:

April2008

Forthelatestinformation,pleasesee

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Contents

PositionoftheStabilizeSMFWithintheMOFITServiceLifecycle1

WhyUsetheStabilizeSMF?

2

StabilizeServiceManagementFunctionOverview2

StabilizeSMFRoleTypes3

GoalsofStabilizing4

KeyTerms5

StabilizeProcessFlow6

Process1:

StabilizeaReleaseCandidate8

Activities:

StabilizeaReleaseCandidate10

Process2:

ConductaPilotTest12

Activities:

ConductaPilotTest15

Process3:

ReviewtheReleaseReadinessMilestone16

Activities:

ReviewtheReleaseReadinessMilestone17

Conclusion18

Feedback18

PositionoftheStabilizeSMFWithintheMOFITServiceLifecycle

TheMOFITservicelifecycleencompassesalloftheactivitiesandprocessesinvolvedinmanaginganITservice:

itsconception,development,operation,maintenance,and—ultimately—itsretirement. MOForganizestheseactivitiesandprocessesintoServiceManagementFunctions（SMFs）,whicharegroupedtogetherinlifecyclephases.EachSMFisanchoredwithinalifecyclephaseandcontainsauniquesetofgoalsandoutcomessupportingtheobjectivesofthatphase. TheSMFscanbeusedasstand-alonesetsofprocesses,butitiswhenSMFsareusedtogetherthattheyaremosteffectiveinensuringservicedeliveryatthedesiredqualityandrisklevels.

TheStabilizeSMFbelongstotheDeliverPhaseoftheMOFITservicelifecycle.ThefollowingfigureshowstheplaceoftheStabilizeSMFwithintheDeliverPhase,aswellasthelocationoftheDeliverPhasewithintheITservicelifecycle.

Figure1.PositionoftheStabilizeSMFwithintheITservicelifecycle

BeforeyouusethisSMF,youmaywanttoreadthefollowingMOF4.0guidancetolearnmoreabouttheMOFITservicelifecycleandtheDeliverPhase:

∙MOFOverview

∙DeliverPhaseOverview

WhyUsetheStabilizeSMF?

ThisSMFshouldbeusefultoanyonewhoistaskedwithensuringthereleaseofthehighest-qualityITservicesolutionpossibleattheReleaseReadinessMilestone.Itincludesguidanceforhowtotestafeature-completesolution,preparereleasecandidateversions,dealwithfeedback,andfixreportedissues.

TheSMFspecificallyaddressesthefollowingprocessesforstabilization:

∙Stabilizeareleasecandidate.

∙Conductapilottest.

∙ReviewtheReleaseReadinessManagementReview.

StabilizeServiceManagementFunctionOverview

StabilizingbeginsaftertheScopeCompleteMilestone,whichfinalizesdeveloping.TheguidanceprovidedbytheStabilizeSMFisdesignedtoassisttheprojectteaminthefollowingactivities:

∙Testthefeature-completesolution.

∙Preparereleasecandidateversionsofthesolution.

∙Dealwithfeedback.

∙Fixreportedbugs.

Duringtesting,theemphasisisonusingandoperatingthesolutioninrealisticenvironmentalconditions.Theprojectteamfocusesonresolvingandtriaging（prioritizing）bugsandpreparingthesolutionfordeployment.

Thereareanumberoftypesoftestingthatcanbeusedatthisstage,includingthefollowing:

∙Unit/functionaltesting

∙Integratedtesting

∙Operationaltesting

TestoftenreportsbugsatafasterratethanDevelopmentcanresolvethem.AlthoughthereisnowaytoknowhowmanybugsTestwillfindorhowlongitwilltakeDevelopmenttofixthem,therearestatisticalsignpostsknownasbugconvergenceandzerobugbouncethathelpteamspredictwhensolutionswillreachstability.Thisguidedescribesbothsignposts.

Oncetheprojectteamdecidesthatabuildisstableenoughtobeareleasecandidate,itdeploysthesolutiontoapilotgroup.StabilizingculminatesintheReleaseReadinessMR.Thismilestoneoccurswhenalloutstandingissueshavebeenaddressedandtheteamhasreleasedthesolutionordeployedittotheproductionenvironment.

StabilizeSMFRoleTypes

TheprimaryteamaccountabilitythatappliestotheStabilizeSMFistheSolutionAccountability.TheroletypeswithinthataccountabilityandtheirprimaryactivitieswithinthisSMFaredisplayedinthefollowingtable.

Table1.SolutionsAccountabilityandItsAttendantRoleTypes

RoleType

Responsibilities

RoleinthisSMF

SolutionManager

∙Accountablerole

∙OwnsallSMFsinthisaccountability

∙Actsasprojectdirectorforallprojects

∙Resolvesconflictsbetweenprojects

∙Ongoingoversight

ProgramManager

∙Drivesdesign,schedule,andresourcesattheprojectlevel

∙Setsdesigngoals

∙Describesthesolutionconcept

∙Createstheprojectstructure

∙Documentsrequirementstotestagainst

Developer

∙Buildstheagreed-tosolution

∙Createssolution

∙Fixesbugs

Tester

∙Teststoaccuratelydeterminethestatusofsolutiondevelopment

∙Testsstrategies

∙Testsacceptancecriteria

∙Testssolution

∙Documentsprojectimplications

ProductManager

∙Actsasthecustomeradvocate

∙Helpsdrivesharedprojectvision

∙Managescustomerexpectations

∙Participatesinoveralltesting

∙Bringsorganization’sneedstotestingprocess

UserExperience

∙Actsastheuseradvocateonprojectteams

∙Helpsdefineuserrequirements

∙Helpsdesigntomeetuserrequirements

∙Documentsuserperformancerequirements

∙Documentsprojecttestimplications

∙Participatesinbugtriage

ReleaseManagement

∙Evaluatesthesolutiondesign

∙Documentsoperationsrequirementstoensurethey’remetbythedesign

∙Createsapilot,deploymentplan,andschedule

∙Managessitedeployment

∙Documentsdeploymentimplications

∙Documentsoperationsmanagementandsupportability

∙Documentsoperationsacceptancecriteria

∙Preparesforrelease

OperationsExperience

∙Advocatesforoperationsontheprojectteam

∙Bringsinoperationsexpertsasneededfordetailedinformation

∙Coordinateswithreleasemanagement

∙Documentsoperationsperformancerequirements

∙Participatesinbugtriage

∙Preparesforrelease

TestManager

∙Ownsalltestingacrossallprojectteams

∙Developstestingstrategyandplans

∙Ensuresthatbestpracticetestmethodsareused

∙Ongoingoversight

GoalsofStabilizing

Thegoalofstabilizingistoreleasethehighest-qualitysolutionpossibleattheReleaseReadinessMilestone.Theprojectteamachievesthisgoalbyidentifyingbugsandissuesthroughthoroughtestingandrelease-candidatepiloting.Then,theteamtriagesandresolvesallknownbugs.Resolvingabugdoesn’tnecessarilymeanfixingit—itcanbedeferredtoalaterversionordeclarednotseriousenoughtofix.

Thegoalsofstabilizinginclude:

∙Testingthefeature-completesolution.

∙Deployingoneormorereleasecandidatestoapilotgroup.

∙Addressingthepilot-testfeedbackandbugs.

Table2showsthedesiredoutcomesoftheStabilizeSMFgoalsandlistsmeasuresyoucanusetogaugehowsuccessfullyyouhaveachievedthesegoalsaftercompletingthisSMF.

Table2.OutcomesandMeasuresoftheStabilizeSMFGoals

Outcomes

Measures

Ahigh-quality,stablesolution

∙Bugconvergenceandzerobugbounceachieved

∙Nounresolvedbugsintheissue-trackingdatabase

Allissuesfoundbytestingandth