RapidStart ReferenceGuide Version1 · 3 RapidStartReferenceGuide1.0 ChangeManagementProcess 23...

Rapid StartReference Guide

Version 1.0

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Table of Contents

About this guide 5

Assumptions 5

Intended Audience 5

Copyright 5

Version Details 6

Introducing Rapid Start 7

What does Rapid Start give me? 7

What will I need to do to get up and running? 7

How do I get Rapid Start? 8

ASM Software Compatibility 8

Service Operations 9

Request Fulfilment process 9

Service Request Catalog 9

Service Requests 11

Workflow Management 12

Incident, Problem, Known Error Management Processes 14

Incident Lifecycle 14

Rapid Start call types 14

Rapid Start priority matrix 15

Rapid Start call closure reasons 15

Analyst Management 16

Service Level Agreements 17

IPK Workflow Notification Rules 18

Service Transition 19

Service Asset and Configuration Management Process 19

Rapid Start systems and services 19

Release Management and Change Management Processes 21

Generating supporting documentation for Release Management 21

Merging multiple templates into one 22

Alemba Service Manager™ 10.0Copyright 2019 Alemba® Ltd

Rapid Start Reference Guide 1.0

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Change Management Process 23

Workflow Management –– Change Initiation 23

Release and Deployment Management process 24

Workflow Management –– Build 24

Workflow Management –– Testing 25

Workflow Management –– Operations (Live) 25

Service Portfolio Management process 27

Workflow Management –– Service Introduction 27

Workflow Management –– Service Change 27

Workflow Management –– Service Retirement 28

Workflow Management –– Service Portfolio Management Review 28

Continual Service Improvement 29

Customer Satisfaction Survey (Calls and Requests) 29

The Customer Survey input screen 30

The Survey Input Screen 31

Interface Settings 32

Default Analyst settings 32

Email Templates 32

Security Roles 33

Integration Platform in Rapid Start 34

Microsoft Active Directory Connector 34

CSV Connector 35

Example of CSV import 35

Appendix A – Service Request Catalog 38

Service Type to Service mapping 38

Service to Service Action mapping 40

Appendix B – Change, and Release and Deployment Management 47

Change Management Workflow Template Detail 47

Release and Deployment Management Workflow Template Detail 51

Build 51


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Test 56

Operations (Live) 64

Appendix C – Verifying the Rapid Start version 71

Further Information 72

Product Information and Online Support 72

Technical Support 72

Comments and Feedback 72



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About this guideThis document introduces the pre-configured Rapid Start database and describes its settingsand the ITIL-aligned assumptions that underpin them. Rapid Start is configured to work withAlemba Service Manager™.

You will need to adjust certain values and settings for your own system, prior to going live.This document details those configurations.

AssumptionsAlemba® assumes that your IT department is familiar with ITIL and its concepts.

Rapid Start is set up with the following features:

l A single partition, for use by an IT Department.You can also configure additional partitions. Before you implement yourproject and create additional partitions, we highly recommend that youconsult Professional Services to discuss the partitions you need.

l The Self Service Portal interface is configured for users logging servicerequests.

l Release Management workflows that assume you wish to take advantage ofCMDB update automation tasks and integration with third party tools.

Intended AudienceThis guide is written for system administrators responsible for installing Alemba ServiceManager™ and deploying Rapid Start.

CopyrightCopyright © 2019 Alemba Limited. All rights reserved. This product is protected by U.S. and internationalcopyright and intellectual property laws. Alemba® and Alemba Service Manager™ are trademarks of AlembaLtd. All other marks and names mentioned herein may be trademarks of their respective companies.

You may not copy or disclose this document without prior written consent of Alemba Ltd. Alemba Ltd retainsthe right to change this document or related product specifications and descriptions, at any time, withoutnotice. Alemba Ltd makes no warranty for the use of this document and assumes no responsibility for anyerrors that may appear in the document, nor does it make a commitment to update the information containedherein. For the most current product information, please visit www.alemba.com.


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Version Details

Version No Date updated Notes

1.0 16 May 2019 Initial document for the Alemba Service Manager™v10.0 release.



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Introducing Rapid Start

What does Rapid Start give me?Rapid Start is designed to get you started with the key processes that you need to movefrom Service Transition to Service Operation. It delivers a set of preconfigured data andconfigurations, including:

l Service Operation

l Incident Management (including Major Incidents)

l Problem Management

l Request Fulfillment

l Event Management

l Service Transition

l Service Asset and Configuration Management

l Change Management

l Release and Deployment Management

l Continual Service Improvementl Customer Satisfaction Surveys

The data and configurations that are provided for the above include:

l Processes (workflow templates) and tasks

l Screen sets

l Categories, statuses and closure codes

l Priorities, Impacts and Urgencies

l Service Level Agreements for calls and requests

l Services and Service Actions (with images), providing a pre-populated Catalog ofActions. A full list is provided in page 38.

l Systems within CMDB, to support the above services

l Groups for calls and requests

l Analyst template

What will I need to do to get up and running?ASM Rapid Start provides ITIL-based configurations that any organization might need. Youwill need to add your own specific configurations and processes, by performing the listed


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activities, and taking some of the listed next steps, where they are relevant to youroperation.

In each section of this document, you will find this information under:

Configuration Activities

Recommended Steps

Suggested Next Steps

User Acceptance Testing

How do I get Rapid Start?

Prior to restoring the Rapid Start database, you must install Alemba ServiceManager™. For system requirements, see the Prerequisites checklist in the ASM 10.0Prerequisites and Installation Guide.

Alemba® supports MS SQL Server 2012 or above for Rapid Start.

Alemba® supplies two databases for a new Alemba Service Manager™ system:

l A standard blank database, which is created when you install the system through theServer Console New System wizard.

l You can obtain the Rapid Start database from Alemba®. You will need the versionthat matches the Alemba Service Manager™ version. For example, if you haveinstalled ASM Core v10.0, you need Rapid Start v10.0. Speak to your AccountManager for more information.

For more information, see the Rapid Start Installation Guide.

ASMSoftware Compatibility

Rapid Start ASM Core Version

10.0.3 10.0.3.301



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Service Operations

Request Fulfilment processRequest Fulfilment is the process responsible for managing the lifecycle of all servicerequests from the user.

Service Request Catalog

The ASM Service Request Catalog allows users to make requests, and manage requests andIT services through a single interface, the Self Service Portal. These are called ServiceActions, and are ordered via the Service Request Catalog in the Self Service Portal.

The Rapid Start Service Request Catalog contains a library of over 100 out-of-the-boxService Actions There are specific screens per entry, which allow you to ask targeted anduser-friendly questions based on the type of Service Action entry selected.

Each Service Request Catalog entry has a dedicated Self Service Submission and Reviewscreen, whilst within Core, the collected information is visible through both Request Detailsand Task Details screens.

This means the Service Request Catalog is easily deployed as part of the Rapid Startprocess, with entries that are likely to cover most customer’s needs.

For more information, see page 38.

The Service Request Catalog presents users with a friendly interface containing a graphic,description and information to order/request the items, which then drive a specific ServiceRequest or Workflow.


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Available business services

Service Type Service

Technology Services Email and Messaging

Telephony and Mobile Communications Support

PC services

Ordering – Software, PC, Printer and Mobile Devices

Printing and Copying

Video conferencing and projectors

Access and User Permissions

Virtual Infrastructure

Enterprise Services Intranet Content Management

Professional Services Consulting and Training

Service not listed Service not listed

Two other services classes have also been defined for potential future use:

l Customer Service – offered directly to users

l IT Service – offered between IT departments

The Service Portfolio Status field controls which Service Actions are visible on the SelfService Portal. All Service Actions in Rapid Start are set to Proposed. After review, youcan set this field to Service Request Catalog to make it visible.

Configuring access to the Service Request Catalog

You can set access permissions in several ways:

l You can make Service Actions available to all users by selecting the Available to allusers check box on the Subscribers tab.

l Alternatively, you can restrict Service Actions to specific users, using subscribergroups or CMDB Stakeholder Roles.

l You can add users to Subscriber Groups via LDAP integration, as explained below.However, you cannot add Stakeholder Roles using this method.



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Service RequestsRapid Start includes an additional IPK Call Status of Service Request, which enables users tolog Service Requests that do not have specific Service Actions. This enables you todifferentiate betweenService Requests and Incidents. For more information, see IncidentManagement.

To log Service Requests in the same way as Incidents, add the Service Request call templateto any Self Service Portal Roles that need to log Service Requests. We recommend thismethod if the Service Request Catalog is not implemented.

Before you startYou must do the following before going live with Rapid Start:

l Review all Services and Service Actions. Update, clone or delete as required.

To publish a Service Action to the Self Service Portal Service Request Catalog, on theService Action, change the Portfolio Status to Service Request Catalog.

l If you require user access restrictions for Service Actions, create the relevantsubscriber groups or stakeholder roles, and link them to the Service Action. On theSubscribers tab, clear the Available to all users check box.

If you wish to manage access via LDAP integration, see LDAP Connectors to ASMCore in the online help.

l Before analysts can log Service Requests within ASM Core, you must move theWorkflow Template from Service Request

l Review Call Types for Service Requests.

Next Stepsl Set an Implementation Review date for three months after release. Use this

opportunity to improve existing requests, create new requests and identify areas ofsuccess and areas of concern. Report on the use of the Service not listed serviceaction and update the Service Request Catalog as appropriate.

l Define the services within the Enterprise Services type (generally, your corporation-wide application services) and create appropriate Services and Service Actions.Companies often manage this process as a project in its own right, as it can becomplex. Consider including Enterprise Services as part of a phased implementationapproach.

l Consider which Service Actions are suitable for Service bundles.


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WorkflowManagementWhere Self Service Portal provides the user interface for IT services, Workflow Managementautomates the Request Fulfilment process, including approvals and CMDB updates.

Most Service Actions within Rapid Start are linked to a single default WorkflowManagement template called Basic Service Action Fulfilment. This template contains onetask forwarded to the Service Desk group for action. The request appears in the Service DeskWorkflow Group queue.

The Service Request Fulfilment screen set was created for the request, and includes Serviceand Service Action details. Service order details are visible to the Analyst on both therequest and the task/approval.

Alemba Service Manager™ uses a message template to send an email to an Analyst when atask is assigned to them. In Rapid Start, a custom template is linked to the Service RequestFulfillment screen set, and is used whenever a Service Request Fulfillment Task is activated.



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Next Stepsl Gather user requirements and create workflows for each Service Action to deliver

the greatest automation efficiencies.l You will add considerable value by automating the new starter requests, staff exit

requests and hardware/software ordering requests. However, these processes arealso the hardest to define and most complex to implement. Defining the processesbehind these high value requests is often managed as a project in its ownright. Consider including these requests at a later date as part of a phasedimplementation approach. You should take full advantage of Alemba ServiceManager™’s advanced logic functions and third party integrations within WorkflowManagement to ensure the success of automating these processes.

l Before Analysts can log Service Requests, you must update the relevant workflowtemplates in the Service Request Fulfillment Library as Service Request Fulfillmentworkflow processes. In Rapid Start, the Analyst Workflow Management Security Roleincludes access to the Service Request Fulfillment workflow process.

You need the All Workflow Management Security Role to update the workflowtemplates.

To update a workflow template as a Service Request Fulfillment workflow process:

1. Select≡ > Admin > Workflow Template.

The Workflow Template Administration window appears.2. In the Select Workflow Process drop-down list, select Service Request

Fulfillment – In Progress.3. In the Show List by list box, select the relevant workflow template that you

want to update.4. Select Update Title.

The Workflow Name dialog box appears.5. If required, in the Workflow Templates field, type a new name for the

workflow template.6. In the Workflow Process drop-down list, select Service Request Fulfillment,

then select OK.The process is now listed as a Service Request Fulfillment process, which isautomatically available for Analysts to use.


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Incident, Problem, Known Error Management ProcessesThe purpose of Incident Management is to restore normal service operation as quickly aspossible and minimize the adverse impact on business operations, thus ensuring that agreedlevels of service quality are maintained.

The purpose of Problem Management is to manage the lifecycle of all Problems from firstinvestigation through further investigation, documentation and eventual removal. ProblemManagement seeks to minimize the adverse impacts of Incident and Problems on thebusiness that are caused by underlying errors in the infrastructure and to proactivelyprevent the recurrence of incidents related to these errors.

Incident Lifecycle

Within the Incident lifecycle, there are Incidents, Major Incidents, Problems and KnownErrors. These elements work together to ensure unexpected losses of service are restored asquickly as possible, and to limit their recurrence.

Within Incident Management there are two types of Incident – those related to service lossor impairment as experienced by the user; and those related to internal IT faults that do notdirectly impact users, such as a drive failure in a RAID array.

It is important to distinguish between these two types of Incident when reporting the successof IT delivering reliable service to the business. To enable the second IT Incident call status,enable the IPK Status in the IPK Default Stream.

The following pre-configured screen sets are designed to reflect the Incident lifecycle:

l Incident

l Major Incident

l Problem

l Known Error

Incidents and Service Requests together are commonly referred to as calls in the SelfService Portal.

Rapid Start call types

Rapid Start uses the following pre-configured call types, which are applicable across allscreens sets:

l Performance degradation

l Loss of Service

l Not functioning as expected



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l Error report investigation

l Component failure

l Other

Review the Other category regularly to identify and add types that are not yetdefined. You can then remove the Other category.

Rapid Start priority matrix

Rapid Start uses the following priority matrix:

where P = Priority.

Rapid Start call closure reasons

Rapid Start uses the following pre-configured reasons for call closure:

l 3rd Party System issue

l Documentation Review

l Fix Applied

l No Fault Found

l Process failure/not followed

l Resolved – RFC Applied

l Resolved – through Knowledge

l Resolved – workaround found, KE created

l Resolved – Workaround Provided

l Service resumed – cause unknown

l Training Provided

l Unresolved – Too costly

l Unresolved – Unable to reproduce


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Analyst ManagementRapid Start uses the following pre-configured IPK Analyst Groups:

l Service Desk

l Problem Management Team

l Major Incident Response Team

l Infrastructure Support Team

l Application Support Team

l 3rd Line Support

l 2nd Line Support

To Dol Review the values defined and make changes as appropriate.l Add Analysts to the Service Desk group.l Add Analysts to the other groups as required.

Next Stepsl Take advantage of the AI Ops function in ASM to automatically detect and log

Problems for investigation.l Use IPK Workflow rules to enhance automation of call routing and handling.



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Service Level AgreementsA Service Level Agreement (SLA) is a contract between an internal or external serviceprovider and the end user, which defines the level of service expected from the provider.

Rapid Start uses one pre-configured SLA, which is a default agreement for Incidents only.This gives you a starting point and metrics for measuring your Incident resolution time. Theresolution time is based on priority, which is configured in the Matrix Definition.

Rapid Start uses the following pre-configured escalation levels:

l 1st Escalation to the Assigned Group

l 2nd Escalation to the Assigned Group and the Current Analyst's Manager

l 3rd Escalation to the Assigned Group and the Current Analyst's Manager

To Dol Review the default SLA Agreement and Matrix Definition, and update if required.l Review the Working Hours settings (defined as Monday to Friday, 9am till 5pm) and

change if required.l Add any holidays.


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IPKWorkflowNotification RulesThe purpose of notification rules is to automatically email Users when they log calls, orwhen a call they logged is closed.

Rapid Start uses the following pre-configured Notification Workflows, which are mapped totwo IPK Rules Mappings:

Rule Title Rule CriteriaNotification

Workflow TitleMessageTemplate

Auto Reply - CallLogged

Call State = New Call

AND

{Call:Source} = "Email -User"

OR {Call:Source} = "Email -Analyst"

OR {Call:Source} = "Nano"

OR {Call:Source} = "Mobile"

OR {Call:Source} = "ServiceDesk"

Auto Reply - CallLogged

Call Logged toUser

Auto Reply - CallClosed

Call State = Closed Auto Reply - CallClosed

Call Closed toUser

To Dol Review the rule criteria and change as needed.l If automatic replies are enabled for incoming emails, remove the criteria where

Call:Source = 'Email - User' and 'Email - Analyst'.l Review the message templates and change if required.



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Service Transition

Service Asset and Configuration Management ProcessThe purpose of Service Asset and Configuration Management is to ensure that the assetsrequired to deliver services are properly controlled, and that accurate and reliableinformation about those assets is available when and where it is needed.

Rapid Start systems and services

ITIL describes configuration items (CIs) as physical or logical. Physical CIs representinfrastructure components that exist, such as a server or network device, whereas logicalCIs represent abstract concepts, such as a business service or a system. We refer to theabstract concepts as the logical systems layer.

Services and systems are different. IT services are provided to the business, such as email,and business services are provided to customers, such as a web-based order. Services areset up from a user perspective. Systems support these IT and business services. Forexample, Exchange and Lotus Notes are two application systems that provide the email ITservice. Systems are set up from an IT perspective.

Rapid Start uses the following pre-configured systems with a CMDB Type of System:

l Storage

l Enterprise Data Warehouse

l VPN

l Corporate Application 1 (placeholder record)

l Internet

l Intranet

l PABX/IP Telephony

l Email

l Print Servers

Rapid Start uses a peer-to-peer CMDB Link Type called Service to Logical System. Theservice is part A of the link, and the system, part B.


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Service Linked Systems

Email and Messaging Storage, Email

Telephony and MobileCommunications Support

PABX/IP Telephony

PC services Storage

Ordering – Software, PC, Printerand Mobile Devices

Printing and Copying Print Servers

Video conferencing and projectors

Access and User Permissions VPN, Intranet, Internet, Corporate Application 1, Data Warehouse, Print Servers

Intranet Content Management Intranet

Consulting and Training

User name, room and floor, model, manufacturer and serial number are hidden on theRapid Startsystem screens, as these are not relevant to logical systems.

You can use the Service Request Catalog to facilitate requests or calls related to managedbusiness services for users, such as requesting Intranet access.



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ReleaseManagement and ChangeManagementProcessesRapid Start uses pre-configured workflow templates as a starting point for defining change,release and deployment processes. The Service Transition processes of ChangeManagement and Release Management are divided into four workflow templates asdetailed below, to make management of this complex process easier.

Change Management:

l Change initiation

Release Management:

l Build

l Testing

l Operations (Live)

Use the Dependency Diagram to view the graphic template workflow. We have appliedadvanced workflow rules to the Rapid Start database to improve process efficiency. Thismay result in arrangement and icon differences from standard process diagrams, and theomission of certain steps and pathways.

For workflow clarification, see page 47, which provides a standard process diagram andtask details table for each workflow template. The same detail is also provided within thedescription fields of the tasks and requests in Alemba Service Manager™.

Generating supporting documentation for Release Management

Release Management requires extensive documentation throughout the release lifecycle:the higher the risk and importance of the change, the greater the requirement forsupporting documentation.

The following diagram illustrates policies and standards that you need to set up, and thesupporting documents that you can generate as a result of a release. The workflowtemplates reference these documents.

Actual document templates are not provided. You can find examples of many of thesedocuments in the ITIL books.


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Merging multiple templates into one

After you have adjusted each template for your organization, you can merge them to form asingle release management template. Use the ASM Core Apply Template function to do this.Each phase template is not complete in itself as phases rely on, or have outputs to, otherphases.



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ChangeManagement ProcessThe purpose of the Change Management process is to control the lifecycle of all changes,enabling beneficial changes to occur with minimum disruption to IT services.

Workflow Management –– Change Initiation

Rapid Start uses the Change Initiation workflow template for Change Management.

The Change Initiation template controls how the Request For Change process leads into aRelease Management process (sometimes referred to as Demand Management).

A Release Management change request can be an input from a business unit, theIncident/Problem Management process or the Capacity Planning process.

After completion and approval, the Change Initiation workflow leads into the Build workflowunder the Release and Deployment Management process.

For more information about the process diagram, see page 47.

To Dol Test templates before their release to ensure that the template behaves as

predicted. Look for opportunities to use conditional branching and activation scoresto improve the efficiency of the workflow.

l Within the Change Initiation workflow there is a task that requests the ChangeManager to schedule the change by specifying a Change Calendar and Changewindow. Ensure those Analysts in the Change Manager role have create, edit anddelete change window permissions.

l Add Analysts to the following Workflow groups:l Change Advisory Board Memberl Change Emergency Committee Memberl Change Managerl Release Manager


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Release and Deployment Management processThe purpose of the Release and Deployment Management process is to plan, schedule andcontrol the build, test and deployment of releases, and to deliver new functionality requiredby the business while protecting the integrity of existing services.

Workflow Management –– Build

The Build template controls the building of a release build prior to testing.

The request to create a build comes from the approved Release Management RFC, and caninclude more than one request. Alternatively, you can initiate the process when the build isreturned from testing, where testing has requested a build content change. This processleads into the Testing process.


To Dol Test templates before their release to ensure that the template behaves as

predicted.Look for opportunities to use conditional branching and activation scores toimprove the efficiency of the workflow.

l Add Analysts to the following Workflow groups:l Build Managerl Build Creator

l For the Create build record in CMDB and Update CMDB record Link CMDB itemtasks, manually specify one or more CMDB items to use for the Release.



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Workflow Management –– Testing

The Testing template controls the testing of a release build leading into an Operations (Live)process.

Testing is initiated on notification from Build that testing is now required. Testing is alsoinitiated when a build is returned from Operations owing to pilot failure.

This process leads into the Operations (Live) process.


To Dol Test templates before their release to ensure that they behave as predicted. Look

for opportunities to use conditional branching and activation scores to improve theefficiency of the workflow.

Workflow Management –– Operations (Live)

The Operations template controls the release of a build after testing.

The Operations phase initiates on notification from testing that the build is suitable forrelease.

After completion, there is no direct output to any other process, although incident andproblem management processes are relied upon to detect failures after release.


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To Dol For the Create Request task Pilot failed. Return to TEST within this workflow

template, you must manually set the workflow template to Testing. This fieldrequires manual setting as it is a circular reference to a workflow template (fromthe Operations Release stage to the Testing Release stage), which cannot be resolvedduring the Workflow Template Import process.

l During the Operations (Live) stage of a release, Update CMDB tasks are used in theworkflow. You must configure appropriate Update CMDB transactions.

l Test templates before their release to ensure that they behave as predicted. Look foropportunities to use conditional branching and activation scores to improve theefficiency of the workflow.

l Add Analysts to the following Workflow groups:l Change Managerl Release Engineerl Release Manager



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Service Portfolio Management processThe purpose of the Service Portfolio Management processes is to manage services acrosstheir life cycle, from inception through to retirement, and includes the following workflows:

l Service Introduction:For the development of new or improved services.

l Service Change: For changing an existing service in the Service Request Catalog.

l Service Retirement: For removing a service from the Service Request Catalog.

l Service Review: For reviewing the current processes.

Workflow Management –– Service Introduction

The Service Introduction template controls the delivery of a service through the ServicePipeline and into the Service Request Catalog.

The request to introduce a new service comes from business stakeholders and runs throughfinancial sign off and service feasibility. The process then enables requirements gatheringand provides the key business approval milestones for building the service, testing, andrelease planning to ensure quality services are delivered.

Workflow Management –– Service Change

The Service Change template controls changes made to a service after it becomes aproduction/live service in the Service Request Catalog.

The request to change a service comes from the business and follows a similar process tothe Service Introduction workflow, where business and financial stakeholders have sign-offbefore the service is redesigned, rebuilt and then tested prior to release.

Alemba® supplies identical Service Introduction and Service Change workflows (see abovefor a screenshot). You can adjust either of these workflows to suit your purposes.


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Workflow Management –– Service Retirement

The Service Retirement template controls the removal of a service from the Service RequestCatalog for services that are no longer fit for purpose, or no longer provide business value.

The request to remove a service comes from the business through the Service Owner.Following approval, the Service Status automatically changes and the Service Owner canapprove the permanent removal from the CMDB.

Workflow Management –– Service Portfolio Management Review

The Service Review workflow allows you to schedule periodic process reviews.

The Process Owner generates the request to review the process, which is typically scheduledon an annual basis.



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Continual Service ImprovementContinual Service Improvement maximizes the value of services to the business as a serviceprovider, by ensuring that services are optimized and cost-efficient. Alemba ServiceManager™ can assist you in identifying improvement opportunities throughout the servicelifecycle.

As a first step, it is often essential to allow your service consumers (customers) to provideregular feedback on the service they have received.

Before you startYou must do the following before going live with ASM Rapid Start:

l Review the additional questions you would like to ask your customers when theirissue or request is closed.

Customer Satisfaction Survey (Calls and Requests)Rapid Start uses the following pre-configured User Surveys:

l User Survey – Calls

l User Survey – Requests

For more information, see Admin > System Administration > IPK Management > User Surveywith the corresponding screen sets defined from the User Survey Screen Set menu.

Both surveys have the following pre-configured options:

l Closed from 4/1/2019.

l Service Desk is selected as a Closure Group.

l 5 Days minimum between surveys sent to customers.

l 20% (1 in 5) closures automatically generates a survey.


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The Customer Survey input screenThe surveys contain the following questions:

QuestionNo

Category QuestionInputScore

Expectation

1 NetPromoterScore (NPS)

How likely is it that you wouldrecommend us to a friend or colleague?

1 to10

Detractors 1-6

Passives 7-8

Promoters 9-10

2 CustomerSatisfaction(CSAT)

How would you rate your overallsatisfaction with the Service youreceived?

1 to5

Higher Score= BetterService

3 CustomerEffort Score(CES)

How much effort did you personally haveto give to resolve your issue?

1 to5

Lower Score= BetterService


How do you rate these areas in relationto your issue:

Level of Communication

1 to5




Time to Resolve Issue

1 to5




Ability of Staff

1 to5




Friendliness of Staff

1 to5


8 Comments General Comments

9 Contact Option to provide interaction withCustomer regarding the Survey answersor comments.



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The Survey Input Screen

To Dol Modify the Customer Survey System Settings (Survey Sent from Date, Group

Selection, Min Time, Percentage)l Amend / Add Satisfaction Survey questionsl Amend the Customer Survey Message Templates


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Interface Settings

Before you startAlemba® assumes that you have a certain understanding of integration and how toperform it within ASM. See the online help for information about Integration.

Default Analyst settingsAn Alemba Service Manager™ Analyst can personalize the menus, search screens andoutstanding work screens to suit their specific work requirements. These settings are savedto the database for that Analyst.

Rapid Start has a pre-configured Default Analyst. You can copy analyst configurations fromthis person record to other analyst records. This will standardize your analyst configurationsand assist with analyst training. For more information, see Managing People in the onlinehelp.

To Dol You can choose to copy the Default Analyst's settings to Analysts created through

LDAP (for example, Active Directory Connector).l You can choose to delete or make the Default Analyst inactive after you have

completed your Analyst set up.l You may need to create Analyst and User Templates.

You can use the following pre-configured Analyst templates when mapping LDAP Groups orOrganizational Units:

l Analyst

l Manager

You can use the following pre-configured User Templates when mapping LDAP Groups orOrganizational Units:

l User

l User – Org Role

Email TemplatesRapid Start uses pre-configured email templates and subject lines for Bulletin Board, Call,User Survey, Knowledge, Requests, Service Orders and Tasks.



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To Dol Review the format and content of the email templates and subject lines to ensure

they are suitable for your organization.

Security RolesRapid Start has the following security roles:

IPK Management Security Roles

l All

l Analyst

l Manager

l None

l Read OnlyWorkflow Management Security Roles

l All

l Analyst

l None

l Read Only

l Workflow Manager


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Integration Platform in Rapid Start

Microsoft Active Directory Connector

Rapid Start has a pre-configured Active Directory Integration Source and Resource Mappingto speed up Implementation Delivery. After you have made changes, you can clone theActive Directory (AD) mapping for additional AD groups, containers or organizational unitsthat you wish to map as Users or Analysts in ASM Core.

Rapid Start has a pre-configured User template to enable you to import people from theUsers AD Group:

The Rapid Start User template contains the following ASM Core Person fields to ADResource fields mappings:

The Rapid Start User template matches the AD Resource User ID to the Person Login ID.



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To Dol Configure the AD Source Connection details with a Read Only LDAP account so that

you can add AD containers, organizational units or groups as Users and Analysts toASM Core.

l Add any additional AD Attributes to the Fields tab before cloning the mapping.l Add Location and Organization Resolution Rules to the Resource Mapping before

cloning the mapping.l Clear the Import checkbox on the Users Resource Mapping prior to scheduling an

LDAP Scan.l After you have configured the AD Connector and prior to scheduling the first LDAP

Scan, remove the pre-configured AD LDAP Connector Source and Resources.Otherwise, it will create errors in the activity log as it is not a valid AD Source.

If you try to access the AD Resource for Type User without first successfullyconnecting the AD Source, an error message appears, specifying Unable to retrieveResource Types for the selected Source. Select OK to dismiss the error, then reviewthe Resource Mappings.

CSV ConnectorTo speed up implementation delivery, Rapid Start uses the following pre-configured CSVSources and Mapped Resources to CSV templates:

l CMDB Items (CI.csv)

l Service Actions (SA-URL.csv)

You can complete these CSV templates with customer-specific CMDB information.

After these files are uploaded to the correct folder on the web server, you can schedulethem for regular data import to keep the CMDB up-to-date. Alternatively, you can performa once-off import to initially load the CMDB with data.

Multiple CSV files are imported. The example below explains how to manage the CI import.

Example of CSV import

The Config Item CSV (CI.csv) source is a local file stored in C:\CMDB that containsconfiguration item data:


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CI Import is mapped to the Config Item CSV template, which you can configure toprepopulate other information on import:

The following ASM Core CMDB fields are mapped to the Config Item CSV resource fields:



37


The following Matching Criteria is used:

To Dol Create a new folder on the primary web server (where the connector service will

run) called C:\CMDB.l Download the CSV Templates zip file from Rapid Start (Internal Use Only).l Extract the zip file to the C:\CMDB folder.l Confirm the CSV Connector Sources can connect to these files by using the Source

Test button. For more information, see Defining Sources in the Integration section ofthe online help.


http://sharepoint/sites/Alemba/Engineering/Published Software Installs and Docs/vFire Rapid Start

38

Appendix A – Service Request Catalog

Service Type to Service mapping

Technology Services

Service Service Description

Email and Messaging Sending and receiving emails, emaildistribution lists, email access and recovery,instant messaging.

Telephony and Mobile CommunicationsSupport

Desktop and mobile telephone services as wellas Desktop voice mail.

PC services Installation of pre-approved software, PCmoves, one the spot training and guidance.

Ordering – Software, PC, Printer andMobile Devices

Order IT resources including new starter set-ups. IT asset removal and disposal for retiredequipment.

Printing and Copying Printing in black and white, and colour in A4and A3. Copying. Copying to PDF and email.Copying to file locations.

Video conferencing and projectors Set up of video conference meetings and on callsupport. Set up of projectors for training andmeetings.

Access and User Permissions The control of user permissions to file shares,networks, systems, intranet and extranet

Enterprise Services


Intranet Content Management Intranet site maintenance and page creation.

Professional Services


Consulting and Training Provide professional advice on selecting and



39



purchasing the most suitable software andhardware for your business needs. Trainingsessions on core business systems.


40

Service to Service ActionmappingAccess and User Permissions

Service Action Name Linked Workflow Template

Amend User Details RS_REQ_Amend User Details

Amend User Permissions RS_REQ_Amend User Permissions

Delete User RS_REQ_Delete User

New User RS_REQ_New User

Access data on Cloud Storage RS_REQ_Access data on cloud storage

Access to an existing application RS_REQ_Access to an existing application

Access to SharePoint Site or library RS_REQ_Access to cloud storage site

Access to Social Media RS_REQ_Access to Social Media

Access to Streaming Media RS_REQ_Access to streaming media site

Access to Team Drive RS_REQ_Access to team drive

Block/Unblock Website RS_REQ_Block/unblock website- public

Change Name RS_REQ_Change Name

Close User Account RS_REQ_Close User Account

Reinstate User Account RS_REQ_Reinstate User Account

Suspend User Account RS_REQ_Suspend User Account

Reset My Colleague’s NetworkPassword

RS_REQ_Reset Colleague Password

New User –Grant Access Basic Service Action Request Fulfilment

Staff Exit – Disable all user access Basic Service Action Request Fulfilment

Request Remote Access Basic Service Action Request Fulfilment

Reset my network password Basic Service Action Request Fulfilment

Grant/remove access to a network drive Basic Service Action Request Fulfilment



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Grant/remove access to a folder Basic Service Action Request Fulfilment

Create/delete folders Basic Service Action Request Fulfilment

Restore a deleted/missing file or folderfrom Backup

Basic Service Action Request Fulfilment

Modify team member network access Basic Service Action Request Fulfilment

Email and Messaging


Access to an existing Team Mailbox RS_REQ_AccessToExistingTeamMailbox

Access to an existing Team Calendar RS_REQ_Access to existing Team Calendar

Change Distribution List RS_REQ_Change Distribution List

Change Existing Email Address RS_REQ_Change existing email address

Access to an Individuals Mailbox RS_REQ_ AccessToAnIndividual'sMailbox

Add Email Address to Mailbox RS_REQ_Add email address to mailbox

Mailbox Quote Increase RS_REQ_Mailbox increase

New Team Mailbox RS_REQ_New Team Mailbox

Remove Email Address from Mailbox RS_REQ_Remove email Address from Ma

Delete Distribution List RS_REQ_Delete Distribution List

Delete Team Mailbox RS_REQ_Delete Team Mailbox

New Calendar RS_REQ_New Calendar

New Distribution List RS_REQ_New Distribution List

Request Guidance Basic Service Action Request Fulfilment

Create/Modify/Delete a Mailbox Basic Service Action Request Fulfilment

Create/Modify access to a Mailbox Basic Service Action Request Fulfilment

Create/Modify a Distribution List Basic Service Action Request Fulfilment


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Release a Blocked Email Basic Service Action Request Fulfilment

Access another users Mailbox Basic Service Action Request Fulfilment

Restore a missing or deleted email Basic Service Action Request Fulfilment

Increase Inbox Size Limit Basic Service Action Request Fulfilment

Join/Leave a Distribution List Basic Service Action Request Fulfilment

Create/Delete a Distribution List Basic Service Action Request Fulfilment

Add an Email Address(s) to Blacklist(ban) or whitelist (allow)


Telephony and Mobile Communications


New Voicemail /Reset Voicemail PIN RS_REQ_New Reset Voicemail PIN

New/Replacement Headset RS_REQ_New/Replacement Headset

Pick Up Group RS_REQ_Pick Up Group

Cease Phone Line RS_REQ_Cease phone line

Diverts (Phone & Fax) RS_REQ_Diverts (phone & fax)

Request a Mobile Phone RS_REQ_Request a mobile phone

Hunt Group RS_REQ_Hunt Group

Request to Return a Mobile Phone RS_REQ_Request to return a mobile phone

International Dialing RS_REQ_International Dialling

International Roaming RS_REQ_International Roaming

Line/Phone Relocations RS_REQ_Line / Phone relocations

New Phone Line RS_REQ_New Phone Line

New Team Drive RS_REQ_New Team Drive

New Telephone/Data Sockets RS_REQ_New Telephone / Data Sockets



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Request Guidance Basic Service Action Request Fulfilment

Request a new phone Basic Service Action Request Fulfilment

Move a desk phone to a different desk Basic Service Action Request Fulfilment

Allow access to international dialing Basic Service Action Request Fulfilment

Set up voicemail Basic Service Action Request Fulfilment

Delete a voicemail account Basic Service Action Request Fulfilment

Restore a missing or deleted email Basic Service Action Request Fulfilment

Access another person’s voicemail Basic Service Action Request Fulfilment

Replace a lost/stolen mobile phone Basic Service Action Request Fulfilment

Turn off/on mobile phone data usagewhile overseas


Turn off/on international roaming Basic Service Action Request Fulfilment

Reset password for mobile phone Basic Service Action Request Fulfilment

Reset mobile SIM PIN Basic Service Action Request Fulfilment

PC Services


Online Subscription Setup RS_REQ_Online subscription setup

PIN Reset/Unlock RS_REQ_Pin Reset/Unlock

Application Upgrade/Update RS_REQ_Application Upgrade / Update

Install/Reinstall Application RS_REQ_Install/Reinstall Application

Report a Lost or Stolen Device RS_REQ_ Lost-Stolen device

Connect a Device RS_REQ_Connect a device

Register a Security Token RS_REQ_Register Token

Restore a File or Folder RS_REQ_Restore a file or folder


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Transfer Hard Token RS_REQ_Transfer Token

Block/Unblock a USB Device RS_REQ_Block/Unblock a USB device

Live Data Socket RS_REQ_Live data socket

Map a Drive to a Computer RS_REQ_Map a Drive to a computer

Map a Printer RS_REQ_Map a Printer

Feature Suggestion or Enhancement RS_REQ_Feature Suggestion or Enhancement

Request guidance Basic Service Action Request Fulfilment

Install new software Basic Service Action Request Fulfilment

Uninstall software Basic Service Action Request Fulfilment

Move a desktop PC to a new location Basic Service Action Request Fulfilment

New Starter -PC and network set up Basic Service Action Request Fulfilment

Staff Exit - PC collection Basic Service Action Request Fulfilment

Service Not Listed


I Can't find what I'm looking for RS_REQ_Advice and Guidance

Service Not Listed Basic Service Action Request Fulfilment

PC, Printing and Tablet Ordering



Order a PC/Laptop Basic Service Action Request Fulfilment

Order a Tablet Basic Service Action Request Fulfilment

Order a desktop printer Basic Service Action Request Fulfilment

Order a multifunction device Basic Service Action Request Fulfilment



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Video Conferencing and Projectors


Book set up assistance for a videoconference


Book assistance for connecting aprojector


Printing and Copying


Connect a Printer RS_REQ_Connect a printer

Connect a Scanner RS_REQ_Connect a scanner


Grant access to a colour printer Basic Service Action Request Fulfilment

Grant access to a specific printer Basic Service Action Request Fulfilment

Replace a print toner Basic Service Action Request Fulfilment

Grant permissions to scan to a networkdrive using the photocopier


Intranet Content Management


New Website Development RS_REQ_New website Dev

Archive/Delete Page/Graphic/Form RS_REQ_Archive/Delete Page/Graphic/Form

Create/Edit/Update Form RS_REQ_Create/edit/update forms

Create/Edit/Update Graphic RS_TSK_Create/edit/update graphic

Create/Edit/Update Page RS_REQ_Create/edit/update page (s)

Archive page/graphic/form Basic Service Action Request Fulfilment

Create/edit/update Forms Basic Service Action Request Fulfilment

Create/edit/update graphic Basic Service Action Request Fulfilment


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Change Navigation RS_REQ_Change navigation

Add/delete/change intranet page(s) Basic Service Action Request Fulfilment

Short URL – create/delete/redirect Basic Service Action Request Fulfilment

Provide site statistics Basic Service Action Request Fulfilment

Consulting and Training


Assistance with Reports RS_REQ_Assistance with Papercut Reports

Request advice on selecting a softwaresolution


Purchase a selected software solution Basic Service Action Request Fulfilment

Request advice on selecting a hardwaresolution


Purchase a selected hardware solution Basic Service Action Request Fulfilment

Request for IT training Basic Service Action Request Fulfilment

Access to an existing application Basic Service Action Request Fulfilment



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Appendix B – Change, and Release and DeploymentManagement

Change ManagementWorkflow Template Detail

Step DetailDocumentDetails

A Change requested

This input can have many sources including other processes.

REQUESTFORCHANGE

1 Change Manager: Initial Review Task Type: ChangeManager Review

Request Status (oncompletion): ChangeManager Reviewed

CHANGERELEASESTANDARDS

IMPACTASSESSMENT

Review details of the RFC.

Analyze the request with consideration given to the corporateCHANGE RELEASE STANDARDs.

Consider if sufficient information has been provided in order foradequate planning and estimating, and priority (emergency,significant, minor), impact and urgency assignment. Complete aconsidered IMPACT ASSESSMENT.

This is an opportunity to identify requests that should be dealt withby the Service Desk, and the Incident/Problem managementprocess.

The user requirements for the RFC may be negotiated at this pointi.e. KPI and success measures. Updates to the REQUEST FORCHANGE document, or RFC 'Description' field in ASM should bemade when changes are agreed.


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2 DECISION: ChangeManager: RFC meetsrequirements?

Approval Type: Managerial Approval

Request Status (on completion):Managerial –

Rejected, Managerial - Approved

Result of initial review

3 Change Manager:Reject Request,Advise requestor

Task Type: Advise Requestor of Rejection

Request Status (on completion): RejectionAdvised

Determination has been made that either the Change RequestStandards was not met, or the request should be routed throughthe Service Desk.

Advise requestor of the decision and close RFC using anappropriate closure profile (to enable meaningful reporting).Provide details of non-compliance with the standard if appropriate.

Within ASM this step is completed in two tasks; theMessaging Task, and Closure task. These can be automated.

4 DECISION: ChangeManager:Emergency,significant or minorrelease?

N/A

Time frames and impact information provided in the REQUEST FORCHANGE document will determine if the request requires theaccelerated emergency workflow.

Minor changes do not require the full review process of the CAB.The Change Manager has the authority to progress the workflow.Typically minor changes have a low impact and are not resourceintensive.

If not an emergency release or minor change then it is a significantchange. The full review process of the CAB is required.

This step does not appear within the workflow template as itis dealt with using Conditional Branching task.



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5 CAB: Estimate andplan change TaskType: Planning

Request Status (on completion): Planned REQUESTFORCHANGE

This is a significant change requiring the full review process of theCAB.

Resource estimates, include purchasing, training, staffing and thebusiness and financial costs of downtime, are calculated.

The rollout timeframe, including milestones, are mapped andcompared with resource availability and other RFCs underway or inplanning. Criteria for rollback should also be developed at thispoint.

This information and CAB findings are recorded in the Request ForChange document, or the Request 'Description' field within ASM.

6 Release Manager:Peer review

Task Type: Review

Request Status (on completion): Reviewed

Peer review of the estimates and plan helps to ensure that allconsiderations have been taken into account.

For RFCs leading into the Release Management process this can beundertaken by the Release Manager instead of the CAB.

7 CAB: AssignPriority/Impact

Task Type: Review


REQUESTFORCHANGE

Now that all considerations have been measured and confirmed,the impact of the change is determined and applied to the Request.

The impact level assigned to the Request takes into considerationthe loss of service if change does not proceed successfully or ontime. Included in this is the business impact - loss of systemavailability, impact on user productivity, user experience and userexpectation as well as the financial impact.

At this point, success and fail criteria should be provided so thatPackaging can develop an appropriate BACK OUT PLAN.


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8 CEC: Review,Estimate and Plan,Assign Impact

Task Type: Review


For emergency RFCs the three steps of the CAB process areabbreviated into one step for the Change

Emergency Committee, a smaller subset of the CAB.

l Estimate and Plan Change

l Peer Review

l Assign Impact

l Set success/failure criteria

9 DECISION: ChangeManager: Changeapproved?


Request Status (on completion):Managerial –


The Change Manager now has all the information required tomake a decision to proceed with the change, or to reject it andclose the RFC.

10 Change Manager:Define ChangeWindow andSchedule Change

Task Type: Schedule

Request Status (on completion): Scheduled

The Change Manager can now schedule the RFC taking intoaccount change blackout periods and scheduled downtime.

11 CAB: RequestRejected, adviserequestor

Task Type: Advise requestor of rejection


If the Change Manager has rejected the request based on theinformation and recommendations provided by the CAB, then theCAB (or the Change Manager) advises the requestor of thedecision.



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B OUTPUT: Notify Build Process

Forward to the packaging area.

This step is dealt with using the Create Request task. Thistask generates the build RFC on completion of the changeinitiation phase.

Release and Deployment ManagementWorkflow Template Detail

Build


A INPUT: Approved RCF through CAB, CEC. RELEASEREQUEST

The request to create a build comes from the approved ReleaseManagement RFC, and can include more than one child request. Itcan be in the form of a RELEASE REQUEST document.

B INPUT: Approved RFC. New version request from Testing BUILDDESIGN

This input indicates a return of the build from testing, where testinghas requested a build content change. The version number remainsunchanged and the principal BUILD DESIGN document is re-used.


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1 DECISION: EMERGENCY or MINOR release N/A RELEASEREQUEST

If the release is an Emergency priority then the RELEASE REQUESTdocument can be delayed until after workflow has been approvedand Build Designer is in the design phase.

If the release is a Minor Release (pre-approved and regularreleases) then no unique RELEASE REQUEST document is required.You may choose to link to a single major release RELEASE REQUESTdocument to all minor releases.

This step does not appear within the workflow template as it isdealt with using the Conditional Branching task.

2 Build Manager: Organize Change Initiator toupdate Request Documentation

Task Type:Documentation

Request Status (oncompletion):Documented

RELEASEREQUEST

Organize Change Initiator to update the RELEASE REQUESTdocument, either as a document attached to the Request or withinthe request 'Description' field of ASM.

3 Build Manager:Create build recordin CMDB

Task Type: CMDB Update

Request Status (on completion): Build

Update CMDB with information about the build.

4 DECISION: BuildManager: Buildapproved?


Request Status (on completion): Managerial– Rejected, Managerial - Approved

Build approved?

5 Build Manager:Update CMDB

Task Type: Update CMDB


RELEASEREQUESTPACKAGINGREFUSAL



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Build has not been approved. Update the build within the CMDB.

6 Build Manager:Advise requestor.Return release toCAB.

Task Type: Advise Requestor of Rejection


Update RELEASE REQUEST with refusal reason or record separatelyon BUILD REFUSAL document.

Notify the requestor and advise any linked RFCs of the rejection.Advise CAB (Note: the CAB may reopen the RFC from this point andcontinue with the release).

Within ASM this step is completed in two tasks; the MessagingTask, and Closure task. These can be automated. Themessaging task notifies the CAB.

7 Build Manager:Update CMDB record

Task Type: CMDB update


BUILDPROJECTPLAN

Build has been approved. Link all CI components of the release tothe build record and link to the RFC. Create links to all CIs impactedby Release. Assess likely impact (an impact assessment may alreadyhave been completed by the CAB)

8 Build Manager:Prioritise and assignbuild tasks

Task Type: Planning

Request Status (on completion): Planned

Prioritize and assign tasks expediently if an emergency release. It ispossible to build in a rule, that if the RFC has a Status of Emergency,then default time frames will be changed to a more expedient setthat you define.

Store BUILD PROJECT PLAN in an appropriate location withconsideration given to stakeholder accessibility.

This can be against the request, in the Knowledge Bank or againstthe CMDB record of the build.

9 DECISION: N/A


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EMERGENCYrelease?

This step is dealt with using the Conditional Branching taskwithin the workflow template.

10 Build Manager:Finalize and addrequest document toDSL

Task Type: Documentation

Request Status (on completion): Documented

RELEASEREQUEST

Finalize deferred RELEASE REQUEST document.

11 Build Designer:Design build. Finalizedocumentation.

Task Type: Design


BUILDDESIGN

BACK OUTPLAN

DraftBUILD TESTPLAN

BUILDIMPACT

Consider the needs of applications. Perform a manual install toassist with this determination. Perform basic tests on the build ifrequired.

Complete the BUILD DESIGN document.

If this is a minor release, update the major release BUILD DESIGNdocument.

Create a BACK OUT PLAN document.

Optionally, complete a draft BUILD TEST PLAN for use in testing.

Optionally, complete a BUILD IMPACT. Record issues of significancethat may be of interest to the rollout team. This document isrecommended for high impact release.

If the same person is acting as both Build Designer andCreator, consider inserting a peer review step.



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Note any discussion details and outcomes in the BUILD DESIGNdocument.

12 Build Creator: Createbuild, add to DSL

Task Type: Create

Request Status (on completion): Created

Compile/create the build.

Update the DSL within the CMDB.

13 DECISION:EMERGENCY orMINOR release?

N/A

This step is dealt with using the Conditional Branching taskwithin the workflow template.

14 Build Creator:Updatedocumentation

Task Type: Documentation

Request Status (on completion): Documented

BUILDDESIGN

Update the BUILD DESIGN document with enough detail to allowanother Build Creator to reproduce the build quickly.

15 Build Creator: Unittest build

Task Type: Unit Test


BUILD TESTPLAN

BUILDIMPACT

BACK OUTPLAN

Confirm the basic build requirements have been met and that thebuild installs correctly.

Confirm that the BACK OUT PLAN is effective and feasible.

Update/create BUILD TEST PLAN. Include test recommendations forthe Testing area.

16 DECISION BuildDesigner: PeerReview


Request Status (on completion): Managerial


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–


Confirm build is practical, workable, complete and efficient.

The reviewer should not be the same person who is the BuildDesigner. Update the BUILD DESIGN document with any findings.

Deposit final build in DSL.

C Forward to the testing area.

If an emergency release any documentation is updated afterforwarding of the release to testing area.

This step is dealt with using the Create Request task. This taskgenerates the testing RFC on completion of the build phase.

Test



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A Notification from Build

B Return from Operations – Pilot has failed.

1 Test Manager: Prioritise and assign tasks Task Type: Planning

Request Status (oncompletion): Planned

Prioritise and assign tasks.

It is possible to build in a rule, that if the RFC has a Status ofEmergency, then default time frames will be changed to a moreexpedient set as defined.

2 Test Engineer: Finalise test plan Task Type:Documentation

Request Status (oncompletion): ReleaseTesting

BUILD TESTPLAN

Update/add and finalise BUILD TEST PLAN. Contents of the plan willbe dependant on the particular testing cycle.

Can include: functional testing, operational testing, performancetesting, integration testing, user acceptance testing

For Emergency release, this document may be completed in briefwith a focus on communicating results, and finalised later.

3-A Test Engineer: Functional Test of Build Task Type: Test


BACK OUTPLAN

Complete tests outlined in the Functional test plan.

For major releases there should be at least 2 test cycles;functional testing and operational acceptance testing.Functional, operational and performance testing may also beincluded.

Minor releases also have integration, performance and


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release/user acceptance testing, however, test plans can be limitedto focus on areas of greatest impact, as minor releases are changesto specific components of the business operation environment.

Pre-approved minor releases may not require release acceptancetesting. The extent of testing must take into account the low impactof pre-approved releases.

For emergency releases the volume and potential risk to theorganization versus a reduction in the number of tests must beweighed against the urgency of the change.

To adjust this workflow for your business processes add orremove Test Cycle components to the template.

4-A Test Engineer: Document Results Task Type: Documentation


BUILD TESTRESULTSspreadsheet

Record any testing milestones in BUILD TEST RESULTS.

5-A DECISION Test Manager: Determine successor failure

Approval Type:Managerial Approval

Request Status (oncompletion):Managerial -Approval /Managerial -Rejected

CHANGERELEASE

STANDARDS

CHANGERELEASEPOLICY

Determine test pass or fail according to the CHANGE RELEASESTANDARDS, which is part of the CHANGE RELEASE POLICY of yourorganization.

Later in the workflow an Excepted Pass can be granted if the buildcontains test failures, but the risks of not implementing the buildare greater than the risk presented by the failures (thereforeAPPROVE). Alternatively if the failures are not acceptable, butoutright rejection is not appropriate, it can be returned to the Build



59



process for a rebuild (therefore REJECT).

6-A Test Manager: Document failure Task Type:Documentation


BUILDFAILURE

Create BUILD FAILURE document. Store.

If emergency release, documentation can be posted until after adecision has been made on whether to proceed.

The template would need to be adjusted if this is to beaccommodated.

7-A DECISION Test Manager: Failuresacceptable?


Request Status (oncompletion):Managerial -Approved /Managerial -Rejected

A decision is required on whether failures are severe enough torequire the cancellation of the release, and the return of the buildto Change Management (REJECT)

Later in the workflow an Excepted Pass can be granted if the buildcontains test failures, but the risks of not implementing the buildare greater than the risk presented by the failures (APPROVE).Alternatively if the failures are not acceptable, but outrightrejection is not appropriate, it can be returned to the Build processfor a rebuild.

8-A DECISION TestManager: Rebuild orfull rejection?

Request Status (on completion): Managerial- Approved / Managerial - Rejected

A decision is required on whether failures are severe enough to


60


require the cancellation of the release, and the return of the buildto Change Management.

If the failures are not acceptable, but outright rejection is notappropriate, it can be returned to the Build process for a rebuild(APPROVE).

If full rejection is required, the Test Manager is informed toreschedule the Change (REJECT).

9-A Complete new buildsub-process

Task Type: Build

Request Status (on completion): ReleaseTesting

The level of failures in the build has been unacceptable. It must berebuilt.

This step is made up of multiple tasks. These are handled by acomponent workflow within ASM.

C Test Manager:Reschedule throughChange Management

Task Type: Notification

Request Status (on completion): ReleaseTesting

The entire build is rejected by Testing and is returned to the ChangeManagement process for rescheduling.

Within ASM the step is completed in two tasks; the MessagingTask, and Closure task. These can be automated.

3-Bto9-B

Repeat of testing cycle. This cycle is for Operational testing.

10 Test Engineer: Confirm all required testcycles are complete

Task Type: Planning


The template only allows for two testing cycles, Functionaland Operational. Adjust the template to add more testingcycles, i.e. integration, release/user acceptance and



61



performance.

11 Test Manager: Sign off build Task Type:Documentation


Confirm that the CORPORATE BUILD RELEASE STANDARDS of yourorganization have been met.

12 DECISION: Emergency release? N/A

If an emergency release, then completion of documentation isdelayed until after sign off has been communicated to theOperations process.

This step appears within the workflow template as aConditional Branching task.

13 Test Manager: Sign off documentation Task Type:Documentation


Check the content of all documentation.

D Forward build to Operations Process

This step is dealt with using the Create Request task. This taskgenerates the testing RFC on completion of the build phase.

Complete New Build sub-process

14 DECISION Build Manager: Re-buildapproved?


Request Status (oncompletion):Managerial -


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Approved /Managerial - Failed

The last build has been returned from testing due to unacceptablefailures. A rebuild is requested.

15 Build Manager: Advise rejection Task Type: AdviseRequestor ofrejection


Advise requestor. Return release to CAB

Within ASM, the step is completed in two tasks; theMessaging Task, and Closure task. These can be automated.

16 Build Manager: Prioritise and assigncorrection tasks, send for rebuild

Task Type: Planning


Prioritise and assign failure correction tasks. For emergencyreleases these time frames should be expedited.

17 Build Creator: Create build, add to DSL Task Type: Create


Compile/create the build.

Update the DSL within the CMDB.

18 Build Creator: Update documentation Task Type:Documentation




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19 Build Creator: Unit test build Task Type: Unit test


Confirm the basic build requirements have been met and that thebuild installs correctly.

Confirm that the BACK OUT PLAN is effective and feasible.

Update/create BUILD TEST PLAN. Include tests recommendationsfor the Testing area.

20 DECISION Build Designer: Peer review Approval Type:Managerial Approval

Request Status (oncompletion):Managerial -Approved /Managerial -Rejected

Confirm build is practical, workable, complete and efficient.

The reviewer should not be the same person who is the BuildDesigner. Update the BUILD DESIGN document with any findings.

Deposit final build in DSL.

21 Build Creator: Update documentation Task Type:Documentation




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Operations (Live)

Step Detail Document Details

A Notification from Testing

1 DECISION Release and ChangeManager: Pilot Releaserequired?

Approval Type: ManagerialApproval

Request Status (oncompletion): ManagerialRejected / ManagerialApproved

A pilot implementation confirms your release strategy andverifies that the released applications are working correctly inthe target live environment.

All Major releases should have a pilot.

Minor releases need to have the impact weighed against theeffort when considering a pilot phase.

Emergency releases still benefit from pilot implementations;however reduced time frames would most likely be used.Ensure that any stakeholders are notified about the pilotimplementation decision.

NOTE: Within the ASM template it has been assumed that oneapproval is sufficient to require a pilot phase. This can bechanged on the activation task.

2 DECISION Release Manager: Approval Type: Managerial



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Pre-approved Minor release? Approval


A pre-approved Minor release may have abbreviateddocumentation requirements with approvals delegated to therelease team.

This step does not appear within the workflow templateas it is dealt with using Conditional Branching task.

3and4

DECISION Release Manager,Change Manager: AuthorizeRelease



Prior to rollout approval must be provided by the ReleaseManager and the Change Manager. Approval from affectedBusiness Units may also be required.

NOTE: Within the ASM template it has been assumed that oneapproval is sufficient to authorize release. This can be changedon the activation task

5 Change Manager: ReleaseRejected. Notify

Task Type: Advise Requestorof Rejection Request Status(on completion): Operations

Close this RFC. Notify the requestor and advise any linked RFCsof the rejection. Advise CAB (Note: the CAB may reopen theRFC from this point and continue with the release).

Update the build within the CMDB.

Within ASM this step is completed in two tasks; theMessaging Task, and Closure task. These can beautomated. The messaging tasks notifies the CAB.


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6 Release Manager: Developfull rollout plan

Task Type: Planning


ROLLOUT PLAN

RISK ASSESSMENT

ROLLOUT POLICY

If the release is not pre-approved or minor, then a full rolloutplan is developed. In the ROLL OUT PLAN detail the stepsrequired to install the release to all targeted business unitusers. The plan must comply with your organizations

ROLLOUT POLICY.

As part of this process review the BUILD IMPACT documentand undertake a risk assessment (which can be documentedseparately).

Back out Plans are essential and can be incorporated into theROLLOUT PLAN.

Emergency release still require a comprehensive roll outplan, however, these may be less formally recorded(emails, memo's) and may be decentralised. Within theASM template it has been assumed that one approval issufficient to authorize the release. This can be changedon the activation task.

7 Release Manager: Developabbreviated rollout plan

Task Type: Planning


An abbreviated ROLL OUT PLAN will be less detailed but stillinclude instructions for backing out of a failed release.

Consider using a proforma rollout plan which can be modifiedfor each individual release.

8 Release Engineer: Prepareand distribute build and policy

Task Type: Prep and Distribute

Request Status (oncompletion): Prep andDistribute Completed

9 Release Engineer: UpdateCMDB

Task Type: CMDB Update

Request Status (on



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completion): Operations

Update the relevant CI Status’ to a released status andincrement version numbers. Archive old CIs and redefine anyCI relationships links as required.

10 DECISION Release Manager:Rollout success?



ROLLOUT PLAN

ROLLOUT POLICY

Determine if the rollout has met the minimum success criteriain line with the ROLLOUT PLAN and ROLLOUT POLICY.

11 DECISION Release Manager:Minor release?

N/A

If release is minor then post implementation review is notlikely to be required. If an unexpected number of incidentshave resulted, then a post implementation review should beconsidered.

This step does not appear within the workflow templateas it is dealt with using the conditional branching task.

12 Release Manager or ChangeManager: Run postimplementation review

Task Type: Review

Request Status (oncompletion): Reviewed

POSTIMPLEMENTATIONREVIEW

Determine if the initial objectives of the release have beenmet (refer to the PACKAGE DESIGN document). If they have notbeen met determine if they have changed, or if anotherrelease is required to meet those objectives.

This step is vital for emergency releases as formal steps mayhave been postponed, lightly documented and communicationof decisions not recorded. The review should ensure alldocumentation has now been completed and that sign offshave been documented.Checks should be conducted on CIs in the CMDB to ensure


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status (including archiving) and versioning has been updated.

13 Change Manager: Sign offchange



All RFCs associated with the release can now be closed given asatisfactory post implementation review.

Close all linked parent RFCs.

14 Release Manager: Releasecomplete.

Task Type: Review

Request Status (oncompletion): Completed

All RFCs associated with the release can now be closed given asatisfactory post implementation review.

Close all linked parent RFCs.

Checks should be conducted on CIs in the CMDB to ensurestatus (including archiving) and versioning has been updated.

15 Release Manager: Implementback out plan

Task Type: Backing out

Request Status (oncompletion): Operations

PACKAGE DESIGN

BACK OUT PLAN

Following the determination that the release has failed theback out plan is implemented in accordance withdocumentation. This includes reversing any updates to CMDB(versioning and archiving).

Advise the Change Manager and the CAB of the results.

Within ASM this step is completed in two tasks; theMessaging Task, and Closure task. These can beautomated. The messaging task notifies the CAB.

16 Release Engineer: Developpilot plan

Task Type: Planning


PILOT PLAN



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The pilot plan should be planned and implemented in the samemanner as the full release. The pilot roll out should beidentical to that of the full release but with a smaller target ofusers.

17&18

DECISION Release Manager,Change Manager:

Authorize pilot



Prior to pilot, approval must be provided by the ReleaseManager and the Change Manager. Approval from affectedBusiness Units may also be required.

Within the workflow template it has been assumed thatone approval is sufficient to require a pilot. This can bechanged on the activation task.

19 Release Engineer: Prepareand distribute builds andpolicy

Task Type: Prep and Distribute

Request Status (oncompletion): Prep andDistribute Completed

20 DECISION Release Manager:Pilot successful?



PILOT PLAN

Evaluate whether the pilot has demonstrated that a release isappropriate, taking into account the known failures measuredagainst the risk not releasing the build.

Update the PILOT PLAN with results including known failures,and if rejected, the rejection reason.

ROLLOUT POLICY

RELEASE POLICY


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B Reject Package. Return to Testing Process

If the pilot has demonstrated an unacceptable number offailures (in according with your organizations CORPORATEROLLOUT POLICY which is part of your RELEASE POLICY) then itmay be returned to the Testing Process to identify areas offailure. The Testing Process may then in turn return the buildto the Packaging Process for repackaging.

Within the workflow template a Create RFC task (returnto test) and Closure task (close operations) areconfigured. These can be automated.

For information about the Service Introduction, Service Change, Service Retirementand Service Portfolio Management Review workflows, see page 27.



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Appendix C – Verifying the Rapid Start versionIf you are unsure which version of Rapid Start is installed on your system, refer to theSkorpionVersion parameter in the SU_SYS_PARAMETERS table:


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Further Information

Product Information and Online SupportFor information about Alemba® products, licensing and services, visit www.alemba.com.

For release notes and software updates, see www.alemba.help.

For product documentation, training materials and videos, see www.alemba.help/help.

You may need to register to access some of these details.

Technical SupportFor technical support, visit: www.alemba.com and select the ASM support link. You will needto log in to the Alemba® Self Service Portal to contact the Alemba® Service Desk.

Comments and FeedbackIf you have any comments or feedback on this documentation, submit it [email protected].



http://www.alemba.com/

http://www.alemba.help/

http://www.alemba.help/help

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