Gcm Aulaii

Gerência de Configuração e Mudança de Software

3/5/2006

GCM – MBA em Engenharia de Software

Conteúdo • Primeira Aula –Conceitos Básicos e Considerações de Implementação • Segunda Aula – GCM na ótica COBIT e ITIL • Terceira Aula – GCM na ótica UCM e noções de Ferramentas • Quarta Aula – Exame. 3/5/2006

GCM – MBA em Engenharia de Software

Conteúdo 1. Origens e precedentes do COBIT 2. Sobre o papel da Auditoria de TI 3. Precedentes do COBIT 4. Premissa e Framework do COBIT 5. Como utilizar o COBIT

3/5/2006

GCM – MBA em Engenharia de Software

Premissa COBIT • “Os Recursos de TI necessitam ser administrados por um conjunto de processos de TI agrupados naturalmente para prover a informação que a empresa necessita para alcançar seus objetivos”

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GCM – MBA em Engenharia de Software

Contexto do COBIT • O COBIT é uma ferramenta que permite uma visão única, orientada a negócio e a governança corporativa, dos riscos de negócio, das necessidades de controle e dos ativos de tecnologia e informação segundo as melhores práticas do mercado.

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GCM – MBA em Engenharia de Software

Diagrama da Estrutura do COBIT (Framework) iss8_bpfig1_it_governance

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GCM – MBA em Engenharia de Software

Produtos da Família COBIT

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GCM – MBA em Engenharia de Software

Vejamos os Domínios. • Diagrama “Consolidado” • Planilha de resumo dos processos

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GCM – MBA em Engenharia de Software

• •

ITIL Service Management

Service Support – Day to day operational support of IT services Service Delivery – Long term planning and improvement of IT service provision

Key Definitions Customer: recipient of a service: usually the Customer management has responsibility for the funding of the service. Provider: the unit responsible for the provision of IT service. Supplier: a third party responsible for supplying or supporting underpinning elements of the IT service. User: the person using the service on a daily basis.

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GCM – MBA em Engenharia de Software

IT Service Management Overview SLA Service Level Agreement SLM Service Level Mngt AM Availability Mngt CM Capacity Mngt IT SCM IT Service Continuity Mngt

BUSINESS (Customer)

SPOC Single Point of Contact SD Service Desk IM Incident Mngt CH Change Mngt REL Release Mngt

User

User

User SLA

S POC SLM SD SERVICE SUPPORT

SERVICE DELIVER Y

IM

AM

CM

IT SCM

PROBLEM

CH

REL

CONFIGURATION

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GCM – MBA em Engenharia de Software

FINANC E

Service Support Process Model Business, Customers or Users Difficulties Queries Enquiries

Management Tools

Incidents

Incident Management

Incidents

Communications Updates Workarounds

Service Desk

Changes Releases

Problem Management

Change Management

Release Management

CMDB Incidents 3/5/2006

Problems Known Errors

Changes

Releases

GCM – MBA em Engenharia de Software

Configuratio n Management CI’s Relationships

Service Delivery Process Model Business, Customers and Users

Availability Management

Queries Enquiries

Availability Plan Design Criteria Targets/Thresholds Reports Audit Reports

Service Level Management Capacity Management

Alerts & Exceptions Changes Management Tools

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Capacity Plan CDB Targets/Thresholds Capacity Reports Schedules Audit Reports

Requirements Targets Achievements Financial Management for IT Services Financial Plan Types & Models Costs & Charges Reports Budgets & Forecasts Audit Report

GCM – MBA em Engenharia de Software

Communications Updates Reports SLA’s, SLR’s, OLA’s Service Reports Service Catalogue SIP Exception Reports Audit Reports

IT Service Continuity Management IT Continuity Plans BIA & Risk Analysis Control Centres DR Contacts Reports Audit Reports

Configuration Management

GCM – MBA em Engenharia de Software

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Goal – Primary Objective • To provide a logical model of the IT infrastructure by identifying,controlling, maintaining and verifying the versions of ALL Configuration Items in existence.

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GCM – MBA em Engenharia de Software

Types of CIs

• 4 CI Types 3. Hardware 4. Software 5. Documentation Processes and Procedures Technical documentation Diagrams/Charts 4. IT Staff NOT USERS 3/5/2006

GCM – MBA em Engenharia de Software

Why Configuration Management? • Account for ALL IT assets • Provide accurate information to support other Service Management processes • Provide a sound basis for all other Service Management disciplines • Verify records against the infrastructure and to correct exceptions

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GCM – MBA em Engenharia de Software

5 Activities of Configuration Management • Planning - Strategy, policy, scope, objective, roles & responsibilities - Config Mgt processes, activities and procedures - CMDB, Relationships with other processes and 3rd parties - Tools and resource requirements • Identification - Selection, identification and labelling of all CIs - Relationships • Control - Authorised additions, modifications and removal of CIs • Status Accounting - The reporting of all current and historical data of each CI Ordered, Under Repair, Live, Test ……. • Verification & Auditing - Reviews and audits to verify physical existence of CIs 3/5/2006

GCM – MBA em Engenharia de Software

Key Considerations • Configuration Items (CIs) Component of an infrastructure that is (or is to be) under the control of Configuration Management

• Configuration Management Database (CMDB) A database that contains all relevant details of each CI and details of the important relationships between CIs

• Base Level The lowest level at which CIs are uniquely identified

• Baseline – A SNAPSHOT The configuration of a product or system established at a specific point in time, capturing both structure and details

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GCM – MBA em Engenharia de Software

Attributes • Attributes - Unique Identifier - CI Type ID - Name - Version Number - Model / type identification - Place / location - Supplier - CI History - Status - Relationships - VARIANTS GCM – MBA em Engenharia de Software 3/5/2006

Relationships • Relationships - ..is a parent/child of.. - ..is a version of.. - ..is connected to.. - ..applies to..(e.g. documentation) - ..is used for.. (CI’s related to service) - ..is a variant of.. (MS Dictionary English vs. Dutch) Any others that are meaningful and useful to the organisation can be used 3/5/2006

GCM – MBA em Engenharia de Software

Benefits • Provides accurate information on CIs and their documentation to support all other Service Management disciplines • Facilitates adherence to legal and contractual obligations • Improves security by controlling the versions of CIs in use Setting up Configuration Management The planning process for setting up could take up to 6 months. Actual implementation may take much longer, but the benefits of Configuration Management should outweigh the cost

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GCM – MBA em Engenharia de Software

Change Management

GCM – MBA em Engenharia de Software

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Goal – Primary Objective

• To ensure that standardised methods and procedures are used for efficient and prompt handling of all Changes, in order to minimise the adverse impact of any Change-related incidents upon service quality

3/5/2006

GCM – MBA em Engenharia de Software

Responsibilities • Raising and recording Changes • Assessing the impact, cost, benefit, resource requirements and risk of proposed Changes • Developing business justification and obtaining approval • Managing and coordinating Change implementations • Monitoring and reporting on the implementation • Reviewing and closing Requests for Change (RFC) 3/5/2006

GCM – MBA em Engenharia de Software

Why Change Management

• Ensure Standard methods used for all changes • Facilitate prompt handling of changes • Keep a balance between the need for change and the potential detrimental impact of change

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GCM – MBA em Engenharia de Software

Types of Change • Basic Change - Priority: Based on Impact+Urgency High, Medium, Low … (Urgent?) - Category: Based on business impact Minor, Significant, Major • Urgent Change - A change that needs to be implemented more quickly • Standard Change - An accepted solution to an identifiable and relatively common set of requirements (e.g. set up of User profile,GCM Password reset) – MBA em Engenharia de Software 3/5/2006

Change Control Process – Basic (normal) Start

Change Manager

Change Manager

Change Manager

Filters requests

Allocates initial priority

Decide category and/or use of standard model

major Change Manager

Change Manager

Circulates RFCs to Board members

Circulates RFCs to CAB members

Senior management / board level

Senior management / board level

Approve / reject Changes (Financial / Technical / Business)

Approve / reject Changes (Financial / Technical / Business)

Closed

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significant

Implement change using appropriate Standard Change model

minor Change Manager Approves / rejects and schedules Changes, reports action to CAB Change Builder Builds Change, devises back-out & testing plans

Change Manager

Change Manager

Change review

Co-ordinates Change implementation

GCM – MBA em Engenharia de Software

Independent tester Tests Changes

Change Control Process - Urgent Start

Change Manager Co-ordinates Change implementation

Change Manager

Change Manager

Filters requests

Allocates initial priority

Independent tester Urgent testing

Change Manager Ensures records are brought up to date

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Change Builder Builds Change, devises back-out & testing plans

Change Manager Review Change

GCM – MBA em Engenharia de Software

Change Manager Calls CAB or CAB / EC meeting

CAB or CAB / EC Quickly assesses impact resources and urgency

Closed

Change Process

RFC

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Stage 1

Registration Acceptance Priority (Urgent?)

Stage 2

Category Impact Assessment Authorisation & Schedule

Stage 3

Build Test

Stage 4

Implement OK - Y/N? Backout

Stage 5

Review Close RFC

GCM – MBA em Engenharia de Software

Considerations • Change Advisory Board (CAB) - RFC are circulated to selected members depending on Change Category (Minor, Major, Significant) - Mandatory assessment of RFC - Optional attendance of CAB meeting - Meetings held on a regular basis • CAB / Emergency Committee (CAB/EC) - Responsibility for impact assessment of urgent changes • Forward Schedule of Changes (FSC) • Projected Service Availability (PSA) based on FSC

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GCM – MBA em Engenharia de Software

Benefits • Increased visibility and communication of changes to both business and service support staff • Reduced adverse impact of change from improved business, technical impact and risk assessment • Improved productivity of Users through less disruption and higher quality of service • Better assessment of the cost of proposed changes • Greater ability to absorb a large volume of change

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GCM – MBA em Engenharia de Software

Release Management

GCM – MBA em Engenharia de Software

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Goal – Primary Objective • To take an holistic (Overall) view of a Change to an IT service and ensure that all aspects of a release, both technical and nontechnical are considered together

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GCM – MBA em Engenharia de Software

Why Release Management • • • •

Manage large or critical hardware roll-outs Manage major software roll-outs Bundling or batching related sets of changes Control the release of authorised CIs into the supported environment Release Policy A release policy document should be produced to clarify the roles and responsibilities for Release Management. There may be one document per organisation or an umbrella set of guidelines and specific details for each supported service

3/5/2006

GCM – MBA em Engenharia de Software

Responsibilities of Release Management

Development Environment

Controlled Test Environment

Live Environment

RELEASE MANAGEMENT

Release Policy

Release Planning

Develop or purchase software

Build / configure release

Fit for Release purpose acceptance testing

Distribution Roll out Communication & planning preparation & installation training

Configuration Management Database (CMDB) and Definitive Software Library (DSL)

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GCM – MBA em Engenharia de Software

Terminology • Definitive Software Library (DSL) Definitive Software Library – where ALL authorised versions of software are stored and protected. A Physical library or storage repository where master copies of software versions are kept. This one logical store may consist of one or more physical software libraries or file stores.

• Definitive Hardware Store (DHS) Definitive Hardware Store – An area set aside for the secure storage of definitive hardware spares.

• Types of Release - Delta, Full and Package Definitions Release: a collection of authorised Changes to an IT Service Release Unit: the portion of the IT infrastructure that is normally released together Roll-out: deliver, install and commission an integrated set of new or changed CIs across logical or physical parts of an organisation

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GCM – MBA em Engenharia de Software

Types of Release • Delta Only those CI’s that have actually changed since last release are included.

• Full All components of the Release are built, tested, distributed and implemented together (whether they have changed or not).

• Package Individual Releases both Full and Delta are grouped together to form a Package for release.

3/5/2006

GCM – MBA em Engenharia de Software

Build Management • Software and Hardware components for release should be assembled in a controlled, reproducible manner. • Build Management becomes the responsibility of Release management from the controlled test environment on wards. • Back out plans should be devised and tested as part of the release. • Change Management allows CMDB to remain accurate. • Without Configuration data change impacts are not accurately assessable. • Without Change and Configuration Management, Releases will not be controlable.

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GCM – MBA em Engenharia de Software

Possible Problems

• • • • •

Resistance from Staff to new procedures Circumvention of procedures Unclear ownership and role acceptance Lack of understanding of release contents Reluctance to back out of a failing release.

3/5/2006

GCM – MBA em Engenharia de Software

Benefits • Improved service quality from greater success rate for releases and minimal disruption to the business • Greater ability to cope with high levels of Change • Assurance that hardware and software in live use is of known quality, reducing the chance of illegal, wrong or unauthorised software being in use • Better expectation setting for Business and Service staff

3/5/2006

GCM – MBA em Engenharia de Software

Unified Change Managment UCM from Rational Software

3/5/2006

GCM – MBA em Engenharia de Software

UCM • Objetiva a integração do GCS provendo um processo que organiza o trabalho em atividades e artefatos • Baseado nas melhores práticas da Rational e suportado pelo Rational ClearCase e Rational ClearQuest

3/5/2006

GCM – MBA em Engenharia de Software

Mudanças no Desenvolvimento de Software • Desafios do Mercado • Dinâmica das Equipes de Trabalho

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GCM – MBA em Engenharia de Software

3/5/2006

GCM – MBA em Engenharia de Software

Gerenciamento de Artefatos e Atividades I • Artefato é, potencialmente, qualquer coisa que é gerada ao longo do ciclo de vida do desenvolvimento • Equipes executam atividades e produzem artefatos • Rational Clearcase prove para o gerenciamento de artefatos: Controle de versão, mecanismos para armazenagem segura, infraestrutura para desenvolvimento paralelo, gerenciamento de construção e de espaço de trabalho, escalabilidade 3/5/2006

GCM – MBA em Engenharia de Software

Gerenciamento de Artefatos e Atividades II • Rational Clearquest prove fluxos de trabalho adaptáveis para gerenciamento de atividades controlando etapas, responsabilidades e prioridades e possibilitando pesquisas, relatórios e gráficos

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GCM – MBA em Engenharia de Software

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GCM – MBA em Engenharia de Software

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GCM – MBA em Engenharia de Software

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GCM – MBA em Engenharia de Software

As Áreas de processo suportadas pelo UCM • “Isolamento” de Desenvolvedores, desenvolvimento colaborativo e compartilhamento de artefatos • Integração de artefatos e componentes • Criação e promoção de baselines. • Organização de mudanças • Integração de artefatos e atividades. 3/5/2006

GCM – MBA em Engenharia de Software

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GCM – MBA em Engenharia de Software

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GCM – MBA em Engenharia de Software

Conceitos usados • Componentes – “uma coleção de artefatos relacionados” • Stream – “uma linha de desenvolvimento de um componente” • Baseline – “uma versão de um componente” • Promoção de Baseline • Opções “Out-of-box” 3/5/2006

GCM – MBA em Engenharia de Software

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GCM – MBA em Engenharia de Software

3/5/2006

GCM – MBA em Engenharia de Software

3/5/2006

GCM – MBA em Engenharia de Software