ISO 20000 Release and Deployment Procedure Template

Introduction

Release and Deployment Management is a process designed to ensure that new or changed services are built and deployed successfully into the operational environment and that these services will add value to the business and its users without having an adverse effect.

The Strategic Value of a Structured Procedure Template

What are the benefits to your business of having a detailed ISO 20000 Release and Deployment Procedure Template?

1. Consistency and Standardisation: A template will ensure that every release and deployment follows the same process regardless of who is involved.

2. Compliance and Certification: If your organisation is seeking or maintaining ISO 20000 certification then such a procedure must be created and followed.

3. Reduced Risk: A detailed procedure including back-out plans and extensive testing will result in a reduction in risk of service changes going wrong

4. Improved Communication: The roles and communication points detailed in the procedure will ensure that all stakeholders are informed.

5. Efficiency: Having a structured and defined procedure ensures efficiency across all stages of the process.

6. Basis for Continual Service Improvement (CSI): The procedure allows for continual service improvement through its processes.

Key Components of an ISO 20000 Release and Deployment Procedure Template

The following sections will be included in any ISO 20000 Release and Deployment Procedure Template, highlighting key aspects of the process.

1. Document Control

• Controls that ensure the procedure itself is controlled. Includes:
  
  
• Document Identification: How to identify the procedure document.
  
  
• Version History: Version control of the procedure document.
  
  
• Approvals: Who needs to approve the procedure (e.g. Service Owner, Change Manager)

2. Purpose and Scope

The purpose of the procedure and what it is intended for.

• Purpose: The objective of the procedure, e.g. to ensure that controlled and efficient deployment of releases.
  
  
• Scope: Services, systems or types of change that the procedure covers.

3. Roles and Responsibilities

Who has which role and responsibility for carrying out the procedure. Includes:

• Release Manager: Manager of the entire release lifecycle.
  
  
• Deployment Team: Deployment of the release.
  
  
• Change Manager: The change manager ensures that changes are approved and planned. Usually interfaces with the Change Management process.
  
  
• Service Owner: Owner of the service in question.
  
  
• Stakeholders: Groups and individuals who are impacted by the service change and its release.

4. Release Policy

Guidelines that cover all aspects of releases. May include rules for different types of release (e.g. major, minor, emergency) and how frequently they are to be released.

5. Release Planning

• Release Definition: What constitutes a release in terms of scope.
  
  
• Scheduling: How and when the release will take place.
  
  
• Impact Assessment: Impact on services, Service Level Agreements (SLAs) and users.
  
  
• Resource Allocation: Resources required for the release.

6. Release Design and Build

The technical elements of the release, including:

• Configuration Management Integration: Integration with Configuration Management System (CMS), a key part of Service Asset and Configuration Management (SACM).
  
  
• Development and Testing Environments: Environments in which the release will be developed and tested.

7. Release Testing and Validation

Testing strategy including:

• Testing: Types of testing to be done, e.g. unit, integration, system, performance, security.
  
  
• User Acceptance Testing (UAT): User or representative testing of the change for business needs.
  
  
• Service Validation and Testing: Verifying that the new or changed service works in the existing IT environment and meets the required specifications.

8. Deployment Planning

How the deployment will happen.

• Deployment Strategy: How the release will be deployed, e.g. phased, big bang.
  
  
• Back-out Plan / Rollback Strategy: This is a very important part of Risk Management. How to revert back to an earlier release if the deployment does not go as planned.
  
  
• Communication Plan: How and when communication will occur with stakeholders.

9. Deployment Execution

Deployment Go/No-go decision: A stakeholder decision on whether to go ahead with deployment.

• Deployment Steps: A detailed list of deployment steps.
  
  
• Monitoring During Deployment: Monitoring during deployment to spot problems.

10. Post-Deployment Review and Verification

Deployment service verification: Service working correctly as deployed.

• Known Error Management: Any known errors found with the deployment need to be logged for fixing in future releases.
  
  
• Handover to Operations: Handing over ownership of the new or changed service to the operations teams.

11. Release Closure

Documentation updates: Updating documentation, e.g. user manuals, about the service.

• Lessons learnt: Review the release to capture lessons learnt and to improve future releases. This is a key part of Continual Service Improvement.
  
  
• Post-Implementation Review (PIR): Formal post-deployment review of the success of a project.

Implementing Your ISO 20000 Release and Deployment Procedure

Having developed a comprehensive template, its successful implementation is necessary to derive its benefits.

1. Customisation of Template: Customise the template according to the organisation's needs and size.

2. Training your Personnel in the Procedure: Ensure that all personnel involved in Release and Deployment Management are trained in the procedure and their respective roles.

3. Integration with Other SMS Processes: Ensure integration with other Service Management System processes such as Change Management, Incident Management and Service Asset and Configuration Management (SACM).

Conclusion

An ISO 20000 Release and Deployment Procedure Template provides the structure and clarity needed to facilitate a successful Release and Deployment process and to ensure that service changes and improvements are implemented with confidence and competence. Its humanised application ensures that the process adds value to the business and users and that it meets ISO 20000 requirements for Change and Release Management.