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”

3/5/2006 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.

3/5/2006 GCM – MBA em Engenharia de Software

 Diagrama da Estrutura do COBIT
(Framework)
iss8_bpfig1_it_governance

3/5/2006 GCM – MBA em Engenharia de Software

 Produtos da Família COBIT

3/5/2006 GCM – MBA em Engenharia de Software

 Vejamos os Domínios.

• Diagrama “Consolidado”
• Planilha de resumo dos processos

3/5/2006 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.

3/5/2006 GCM – MBA em Engenharia de Software

 IT Service Management Overview
SLA Service Level Agreement
SPOC Single Point of BUSINESS (Customer) SLM Service Level Mngt
Contact AM Availability Mngt
SD Service Desk CM Capacity Mngt
IM Incident Mngt User User User IT SCM IT Service Continuity Mngt
CH Change Mngt
REL Release Mngt SLA

S
POC

SLM

SD
AM CM
SERVICE SERVICE
SUPPORT DELIVER
IM Y
IT
SCM
PROBLEM

FINANC
CH REL E

CONFIGURATION

3/5/2006 GCM – MBA em Engenharia de Software

 Service Support Process Model
Business, Customers or Users

Difficulties Communications
Management Tools Queries Updates
Enquiries Workarounds

Incidents Incidents Service Desk

Changes

Releases
Incident
Management Problem
Management Change
Management Release
Management Configuratio
n
Management
CMDB
Problems CI’s
Incidents Known Errors Changes Releases Relationships

3/5/2006 GCM – MBA em Engenharia de Software

 Service Delivery Process Model
Business, Customers and Users
Availability
Management Queries Communications
Enquiries Updates Reports
Availability Plan
Design Criteria
Service Level SLA’s, SLR’s, OLA’s
Targets/Thresholds
Reports Management Service Reports
Audit Reports Service Catalogue
SIP
Capacity Requirements Exception Reports
Management Targets Audit Reports
Achievements
Capacity Plan
CDB
Targets/Thresholds Financial Management
Capacity Reports for IT Services IT Service Continuity
Schedules Management
Audit Reports
Alerts & Exceptions Financial Plan
Changes Types & Models
IT Continuity Plans
Costs & Charges
BIA & Risk Analysis
Reports
Control Centres
Budgets & Forecasts
Management Audit Report DR Contacts
Tools Reports
Audit Reports

3/5/2006 GCM – MBA em Engenharia de Software

Configuration Management

GCM – MBA em Engenharia de Software 13

 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.

3/5/2006 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

3/5/2006 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

3/5/2006 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

3/5/2006 GCM – MBA em Engenharia de Software

Change Management

GCM – MBA em Engenharia de Software 22

 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

3/5/2006 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)
Implement
Change Manager Change Manager Change Manager
Start change using
Filters requests Allocates initial Decide category appropriate
priority and/or use of Standard
standard model Change model

major significant minor

Change Manager Change Manager Change Manager
Approves / rejects
Circulates RFCs to Circulates RFCs to
and schedules
Board members CAB members Changes, reports
action to CAB
Senior management / Senior management /
board level board level Change Builder
Approve / reject Approve / reject Builds Change,
Changes Changes devises back-out &
(Financial / Technical / (Financial / Technical / testing plans
Business) Business)

Change Manager Change Manager Independent tester

Closed
Co-ordinates Tests Changes
Change review Change
implementation

3/5/2006 GCM – MBA em Engenharia de Software

Slide 27
 Change Control Process - Urgent
Change Manager Change Manager Change Manager
Start
Filters requests Allocates initial Calls CAB or CAB /
priority EC meeting

Change Manager Independent Change Builder CAB or CAB /

tester EC
Co-ordinates Builds Change,
Quickly assesses
Change Urgent testing devises back-out &
impact resources
implementation testing plans
and urgency

Change Manager Change Manager Closed

Ensures records
are brought up to Review Change
date

3/5/2006 GCM – MBA em Engenharia de Software

Slide 28
 Change Process

RFC

Registration Acceptance
Stage 1 Priority (Urgent?)

Stage 2 Category Impact Assessment

Authorisation & Schedule

Build
Stage 3
Test

Stage 4 Implement
OK - Y/N? Backout

Review
Stage 5
Close RFC

3/5/2006 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

3/5/2006 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

3/5/2006 GCM – MBA em Engenharia de Software

Release Management

GCM – MBA em Engenharia de Software 32

 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 non-
technical are considered together

3/5/2006 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 Controlled Test Environment Live

Environment Environment

RELEASE MANAGEMENT

Develop
Build / Distribution
Release Release or Fit for Release Roll out Communication
configure &
Policy Planning purchase purpose acceptance planning preparation & installation
release
software testing training

Configuration Management Database (CMDB)

and
Definitive Software Library (DSL)

3/5/2006 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

3/5/2006 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.

3/5/2006 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

3/5/2006 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

3/5/2006 GCM – MBA em Engenharia de Software

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 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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 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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