Integrating ITIL with the Software

Development Process
Dhiraj Gupta

Mark Stehlik

IT Manager

IT Director

Agenda
Why integrate ITIL with the Software
Development Process?
Progressive Operations Framework (POF)
Overview
Planning Areas
Implementation

Questions

2006 Progressive Casualty Insurance Company

IT A tale of two Departments

Typical IT Life Cycle
Conflicting Incentives
Speed of Delivery

Stability
Enterprise
Architecture

Liaison

Unstructured Communication

Ineffective Coordination

Insufficient Collaboration
2006 Progressive Casualty Insurance Company

IT A tale of two Departments

Separate Process Control Frameworks
Software Development

Operations

CMMi

ITIL

SEI

ISO 9000

OGC, UK

MOF

SDLC

Agile

Microsoft

CobiT

Six Sigma

Agile Alliance

Functional

Operational

accentuate Enterprise IT Integration Challenges

2006 Progressive Casualty Insurance Company

IT A tale of two Departments

Net Result

Software not designed for

Operability and Supportability
Operations Processes not geared
for Service Management
2006 Progressive Casualty Insurance Company

IT A tale of two Departments

Systematic Integration of ITSM best practices
with the Software Development Process

Progressive Operations Framework

can effectively bridge the AD Operations gap thru the

introduction of non-functional requirements into the
Software Development Process
2006 Progressive Casualty Insurance Company

ITIL & Software Development

Design for non-functional requirements means giving non-functional requirements

a level of importance similar to that for the functional requirements, and including
them as a mandatory part of the design phase.
2006 Progressive Casualty Insurance Company

ITIL & Software Development

What comes first?

IT Service

IT Service
Management

While it is important to have an effective IT

Service Management Program, it is equally
important to develop IT Services that are
manageable in the first place
2006 Progressive Casualty Insurance Company

ITIL & Software Development

The second I in ITIL is misleading

Its not all about the Infrastructure

Its about the alignment of IT, both
Applications and Infrastructure, with the
Business Need

2006 Progressive Casualty Insurance Company

POF Overview
Link between Software Development and IT
Service Delivery (Operations)
Framework to drive non-functional requirements
thru the Software Development process
Ensures that Operability and Supportability
issues are addressed as part of the software
design and development efforts and not as an
afterthought
Defines 57 Planning Areas for Software
Development
Based on ITIL best practices
Follows MOF structure
2006 Progressive Casualty Insurance Company

POF Overview - MOF

2006 Progressive Casualty Insurance Company

POF Overview

2006 Progressive Casualty Insurance Company

POF Planning Areas

Activities, Processes, and Tools that must be
employed during the life cycle of an application,
specially the design, development and operations
stages, in order to deliver virtually perfect IT
service
POF Planning Areas include:

AD Activities Service Level Requirements

AD Processes Software Performance Engineering (SPE)
Operational Tools Application Instrumentation
Operational Activities Capacity and Performance Modeling
Operational Processes Change Management
2006 Progressive Casualty Insurance Company

POF Planning Areas

High Level
General Recommendation
Descriptive, Not Prescriptive
Not universally applicable
Assume Ideal Implementation Systematic Approach

Most IT projects, however, are Opportunistic in nature, where

timeliness takes precedence over planning, discipline and
control

Assumes no resource or schedule constraints

Assumes that Operations and Support Infrastructure
exists (eg. Help Desk exists)
Some Planning Areas are quite specific to Progressive
2006 Progressive Casualty Insurance Company

Service Level Management

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Capacity and Performance

Management

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Availability Management

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Service Continuity Management

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Financial Management

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Change, Configuration, and Release

Management

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Service Desk, Incident, and Problem

Management

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Security Management

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System Administration & Storage

Management

2006 Progressive Casualty Insurance Company

POF Implementation - Principles

Ownership of all aspects of the software; not just
functional, by the application development teams
Dedicated Operational Architecture team within
application development area to generate and drive the
implementation of non-functional requirements
Embed senior technical resources from operations with
application development teams from project inception to
deployment
Integrate ITSM best practice based non-functional
requirements into the software development cycle
Actionable non-functional requirements for developers

Gold Standard Code Examples

Communicate, Coordinate, Collaborate

POF Steering Committee

2006 Progressive Casualty Insurance Company

ITIL Integrated with the Software

Development Process

2006 Progressive Casualty Insurance Company

POF Accomplishments

Instrumentation Framework
Error Handling Framework
Application Tracing
Security Strategy
Data Archival Strategy
System Integration Catalog
Non-functional Testing
Transaction Profile
Parallel Performance Testing

Test Early and Often

2006 Progressive Casualty Insurance Company

Non-functional Testing Process

2006 Progressive Casualty Insurance Company

POF Implementation Challenges

Organizational Culture
Service Management Culture

Availability of senior technical resources that

are right for the job
Breadth of technical experience
Application Development as well as Operations
experience
Business Knowledge
Excellent Communication skills
Initiative and Drive

Creating Actionable Non-functional

Requirements for developers
2006 Progressive Casualty Insurance Company

POF Implementation Recommendations

Executive Sponsorship to foster Service
Management Culture
Establish a Career Path to encourage
resources to take up this role
Provide Gold Standard Code Examples to
developers
Adopt Continuous Improvement Approach

2006 Progressive Casualty Insurance Company

 2006 Progressive Casualty Insurance Company