34 Stabilize SMF.docx

1、34 Stabilize SMFMicrosoft Operations FrameworkVersion 4.0 Stabilize Service Management FunctionFPOPublished: April 2008For the latest information, please seeCopyright 2008 Microsoft Corporation. This documentation is licensed to you under the Creative Commons Attribution License. To view a copy of t

2、his license, visit http:/creativecommons.org/licenses/by/3.0/us/ or send a letter to Creative Commons, 543 Howard Street, 5th Floor, San Francisco, California, 94105, USA. When using this documentation, provide the following attribution: The Microsoft Operations Framework 4.0 is provided with permis

3、sion from Microsoft Corporation. This documentation is provided to you for informational purposes only, and is provided to you entirely AS IS. Your use of the documentation cannot be understood as substituting for customized service and information that might be developed by Microsoft Corporation fo

4、r a particular user based upon that users particular environment. To the extent permitted by law, MICROSOFT MAKES NO WARRANTY OF ANY KIND, DISCLAIMS ALL EXPRESS, IMPLIED AND STATUTORY WARRANTIES, AND ASSUMES NO LIABILITY TO YOU FOR ANY DAMAGES OF ANY TYPE IN CONNECTION WITH THESE MATERIALS OR ANY IN

5、TELLECTUAL PROPERTY IN THEM. Microsoft may have patents, patent applications, trademarks, or other intellectual property rights covering subject matter within this documentation. Except as provided in a separate agreement from Microsoft, your use of this document does not give you any license to the

6、se patents, trademarks or other intellectual property.Information in this document, including URL and other Internet Web site references, is subject to change without notice. Unless otherwise noted, the example companies, organizations, products, domain names, e-mail addresses, logos, people, places

7、 and events depicted herein are fictitious. Microsoft is a registered trademark of Microsoft Corporation in the United States and/or other countries. The names of actual companies and products mentioned herein may be the trademarks of their respective owners.You have no obligation to give Microsoft

8、any suggestions, comments or other feedback (Feedback) relating to the documentation. However, if you do provide any Feedback to Microsoft then you provide to Microsoft, without charge, the right to use, share and commercialize your Feedback in any way and for any purpose. You also give to third par

9、ties, without charge, any patent rights needed for their products, technologies and services to use or interface with any specific parts of a Microsoft software or service that includes the Feedback. You will not give Feedback thatis subject to a license that requires Microsoft to license its softwa

10、re or documentation to third parties because we include your Feedback in them.ContentsPosition of the Stabilize SMF Within the MOF IT Service Lifecycle 1Why Use the Stabilize SMF? 2Stabilize Service Management Function Overview 2Stabilize SMF Role Types 3Goals of Stabilizing 4Key Terms 5Stabilize Pr

11、ocess Flow 6Process 1: Stabilize a Release Candidate 8Activities: Stabilize a Release Candidate 10Process 2: Conduct a Pilot Test 12Activities: Conduct a Pilot Test 15Process 3: Review the Release Readiness Milestone 16Activities: Review the Release Readiness Milestone 17Conclusion 18Feedback 18Posi

12、tion of the Stabilize SMF Within the MOF IT Service Lifecycle The MOF IT service lifecycle encompasses all of the activities and processes involved in managing an IT service: its conception, development, operation, maintenance, andultimatelyits retirement.MOF organizes these activities and processes

13、 into Service Management Functions (SMFs), which are grouped together in lifecycle phases. Each SMF is anchored within a lifecycle phase and contains a unique set of goals and outcomes supporting the objectives of that phase.The SMFs can be used as stand-alone sets of processes, but it is when SMFs

14、are used together that they are most effective in ensuring service delivery at the desired quality and risk levels.The Stabilize SMF belongs to the Deliver Phase of the MOF IT service lifecycle. The following figure shows the place of the Stabilize SMF within the Deliver Phase, as well as the locati

15、on of the Deliver Phase within the IT service lifecycle.Figure 1. Position of the Stabilize SMF within the IT service lifecycleBefore you use this SMF, you may want to read the following MOF 4.0 guidance to learn more about the MOF IT service lifecycle and the Deliver Phase: MOF Overview Deliver Pha

16、se OverviewWhy Use the Stabilize SMF?This SMF should be useful to anyone who is tasked with ensuring the release of the highest-quality IT service solution possible at the Release Readiness Milestone. It includes guidance for how to test a feature-complete solution, prepare release candidate version

17、s, deal with feedback, and fix reported issues.The SMF specifically addresses the following processes for stabilization: Stabilize a release candidate. Conduct a pilot test. Review the Release Readiness Management Review.Stabilize Service Management Function OverviewStabilizing begins after the Scop

18、e Complete Milestone, which finalizes developing. The guidance provided by the Stabilize SMF is designed to assist the project team in the following activities: Test the feature-complete solution. Prepare release candidate versions of the solution. Deal with feedback. Fix reported bugs. During testi

19、ng, the emphasis is on using and operating the solution in realistic environmental conditions. The project team focuses on resolving and triaging (prioritizing) bugs and preparing the solution for deployment.There are a number of types of testing that can be used at this stage, including the followi

20、ng: Unit/functional testing Integrated testing Operational testingTest often reports bugs at a faster rate than Development can resolve them. Although there is no way to know how many bugs Test will find or how long it will take Development to fix them, there are statistical signposts known as bug c

21、onvergence and zero bug bounce that help teams predict when solutions will reach stability. This guide describes both signposts.Once the project team decides that a build is stable enough to be a release candidate, it deploys the solution to a pilot group. Stabilizing culminates in the Release Readi

22、ness MR. This milestone occurs when all outstanding issues have been addressed and the team has released the solution or deployed it to the production environment.Stabilize SMF Role TypesThe primary team accountability that applies to the Stabilize SMF is the Solution Accountability. The role types

23、within that accountability and their primary activities within this SMF are displayed in the following table. Table 1. Solutions Accountability and Its Attendant Role TypesRole TypeResponsibilitiesRole in this SMFSolution Manager Accountable role Owns all SMFs in this accountability Acts as project

24、director for all projects Resolves conflicts between projects Ongoing oversightProgram Manager Drives design, schedule, and resources at the project level Sets design goals Describes the solution concept Creates the project structure Documents requirements to test againstDeveloper Builds the agreed-

25、to solution Creates solution Fixes bugsTester Tests to accurately determine the status of solution development Tests strategies Tests acceptance criteria Tests solution Documents project implicationsProduct Manager Acts as the customer advocate Helps drive shared project vision Manages customer expe

26、ctations Participates in overall testing Brings organizations needs to testing processUser Experience Acts as the user advocate on project teams Helps define user requirements Helps design to meet user requirements Documents user performance requirements Documents project test implications Participa

27、tes in bug triageRelease Management Evaluates the solution design Documents operations requirements to ensure theyre met by the design Creates a pilot, deployment plan, and schedule Manages site deployment Documents deployment implications Documents operations management and supportability Documents

28、 operations acceptance criteria Prepares for releaseOperations Experience Advocates for operations on the project team Brings in operations experts as needed for detailed information Coordinates with release management Documents operations performance requirements Participates in bug triage Prepares

29、 for releaseTest Manager Owns all testing across all project teams Develops testing strategy and plans Ensures that best practice test methods are used Ongoing oversightGoals of StabilizingThe goal of stabilizing is to release the highest-quality solution possible at the Release Readiness Milestone.

30、 The project team achieves this goal by identifying bugs and issues through thorough testing and release-candidate piloting. Then, the team triages and resolves all known bugs. Resolving a bug doesnt necessarily mean fixing itit can be deferred to a later version or declared not serious enough to fi

31、x.The goals of stabilizing include: Testing the feature-complete solution. Deploying one or more release candidates to a pilot group. Addressing the pilot-test feedback and bugs.Table 2 shows the desired outcomes of the Stabilize SMF goals and lists measures you can use to gauge how successfully you have achieved these goals after completing this SMF.Table 2. Outcomes and Measures of the Stabilize SMF GoalsOutcomesMeasuresA high-quality, stable solution Bug convergence and zero bug bounce achieved No unresolved bugs in the issue-tracking databaseAll issues found by testing and th