1. Integrating ITIL with the Software Development Process Dhiraj Gupta IT Manager Mark Stehlik IT Director

2. © 2006 Progressive Casualty Insurance Company Agenda Why integrate ITIL with the Software Development Process? Progressive Operations Framework (POF) –Overview –Planning Areas –Implementation Questions

3. © 2006 Progressive Casualty Insurance Company IT – A tale of two Departments Typical IT Life Cycle Conflicting Incentives Speed of Delivery Unstructured Communication Stability Ineffective Coordination Insufficient Collaboration Enterprise Architecture Liaison

4. © 2006 Progressive Casualty Insurance Company IT – A tale of two Departments ISO 9000 CobiT SDLC CMMi SEI Agile Agile Alliance MOF Microsoft ITIL OGC, UK Six Sigma Software DevelopmentOperations FunctionalOperational Separate Process Control Frameworks … … accentuate Enterprise IT Integration Challenges

5. © 2006 Progressive Casualty Insurance Company IT – A tale of two Departments Software not designed for Operability and Supportability Operations Processes not geared for Service Management Net Result …

6. © 2006 Progressive Casualty Insurance Company IT – A tale of two Departments Systematic Integration of ITSM best practices with the Software Development Process … … can effectively bridge the AD – Operations gap thru the introduction of non-functional requirements into the Software Development Process Progressive Operations Framework

7. © 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.”

8. © 2006 Progressive Casualty Insurance Company ITIL & Software Development IT Service What comes first? 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

9. © 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

10. © 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

11. © 2006 Progressive Casualty Insurance Company POF Overview - MOF

12. © 2006 Progressive Casualty Insurance Company POF Overview

13. © 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

14. © 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

15. © 2006 Progressive Casualty Insurance Company Service Level Management

16. © 2006 Progressive Casualty Insurance Company Capacity and Performance Management

17. © 2006 Progressive Casualty Insurance Company Availability Management

18. © 2006 Progressive Casualty Insurance Company Service Continuity Management

19. © 2006 Progressive Casualty Insurance Company Financial Management

20. © 2006 Progressive Casualty Insurance Company Change, Configuration, and Release Management

21. © 2006 Progressive Casualty Insurance Company Service Desk, Incident, and Problem Management

22. © 2006 Progressive Casualty Insurance Company Security Management

23. © 2006 Progressive Casualty Insurance Company System Administration & Storage Management

24. © 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

25. © 2006 Progressive Casualty Insurance Company ITIL Integrated with the Software Development Process

26. © 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

27. © 2006 Progressive Casualty Insurance Company Non-functional Testing Process

28. © 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

29. © 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

30. © 2006 Progressive Casualty Insurance Company