ITIL : These steps are Client will provide a point of contact….

ITILITIL : These steps are Client will provide a point of contact….

Project Management For monitoring, tracking and control, we propose to follow the steps mentioned below.

These are designed to ensure that: The real progress in the project is as per the detailed project plan. In the event of anything going wrong, it will be detected well in time.

The recovery actions can be put in place with an objective of avoiding any slippage in the project schedule. Any technical issues from both the sides are recorded, assessed and acted upon in proper time. These steps are: Client will provide a point-of-contact and ITIL will appoint a Project Manager.

This will facilitate a single point interface for easy and better project coordination. ITIL will develop a Project Plan using Microsoft Project and send it to Client stating project milestones and deliverables.

These milestone reviews will eliminate the delay in identifying errors or problems, if any, Client to get back within two days, during the various stages of development. ITIL will report progress at regular intervals against the Project Plan.

Delivery Plan and Implementation Plan will be prepared by ITIL and agreed with Client ITIL and Client will agree on the standards and baselines for the project on mutually agreed dates. ITIL and Client will agree on the change control mechanism. ITIL’s Project Manager will put Configuration Management in the development environment. For queries from both sides, a standard “Query Form” will be used.

These Query Forms will be numbered sequentially for easy identification and tracking. Both ITIL and Client will maintain a log of incoming and outgoing queries, and will report status as and when needed.

Both Project Managers will focus their attention to resolve any outstanding queries as shown in the log.

This will ensure timely action on all technical issues. Both Client and ITIL will establish problem escalation routes at their end.

This is done during the finalization of detailed project plan. Development Methodology Quality Policy The Quality policy of ITIL states that: “We will achieve customer satisfaction by producing and providing systems, products and services that meet stated and implied needs of the customer.

We will do so by providing leadership to drive the continuous quest for Quality at ITIL, By developing and nurturing our human resources, recognizing that these are central to our line of business and by following well defined and continuously improving processes to ensure that we provide customer satisfaction consistently.” Explanation of Quality Policy Customer would mean an entity that enters into an agreement with us, commercial or otherwise, to produce or provide systems, products or services.

It may thus be an internal or external customer.

The definition extends to that of user of our services, if different from that defined earlier.

Taguchi has taken the definition of customer beyond that of the immediate user/customer to include the customer of the customer and to include the society as well.

In case of conflict in our opinion, of the customer’s needs and the end users needs, we should discuss and confirm these with the customer and suggest changes if any. The scope of products, services and system would be restricted primarily to software systems, products and services, but may extend to hardware when so specifically required by the customer. By meeting the stated and implied needs of the customer, we shall go beyond their requirements (equivalent to the stated needs).

By doing so, we shall exceed their requirements and we believe that it is this that will result in customer delight. The role of leadership has been recognized as an extremely important ingredient to ensuring quality in an organization.

In fact, Dr.

Deming rates this as the single most important attribute of a TQM organization.

ISO 9001 has recognized this by defining Management responsibility as the first of the twenty clauses that characterize a quality system.

We recognize and emphasize this by including it in our quality policy.

Leadership at ITIL will continue to drive this search for quality. The role of human resources to build a quality organization cannot be over emphasized.

A significant proportion of Dr.

Deming’s fourteen principles discuss the importance of human resources.

Being in the software industry, human resources development and nurturing takes on added importance. Training and recruitment systems are in place and always monitored to ensure that human resources continue to develop and grow. Processes have been well defined and systems for process improvements are in place so that consistency in providing customer delight is achieved. Quality Objectives The key quality objective for ITIL is to seek continuous improvement of the systems, products and services that we produce and deliver, so as to ensure customer satisfaction or customer delight.

The delight comes from not only meeting the stated needs but also meeting the implied needs of the customer.

This also means that we will provide competitive products, systems and solutions to our customers thus providing good value for their money. Demonstrate commitment to Quality first time, on time and every time in line with our policy of consistency in providing customer satisfaction. Metrics Plan Software metrics is very effective tool to monitor the performance of various aspects of SDLC.

Following is the list of metrics, which will be prepared and analyzed in all the releases of XYZ project. Metrics Identification & Retrieval Mechanism Type of Core Metrics Description Retrieval mechanism Defect Density It will be prepared for each release of XYZ.

It will show the ratio of number of bugs found during internal testing as well during UAT against the size (FP) of a release. Project size (FP) and Fault Report data of Internal Test, System Test & UAT will be captured for the metrics. Weighted Defect density It is similar to the Defect Density metrics.

Only difference is that severity wise different weights are applied while counting the bugs. — Schedule Slippage Percentage slippage in schedule (number of days) over agreed schedule for each release. Planned (agreed) duration and actual duration of each release in man-days. Customer Satisfaction Factor It gives the comparative analysis of feedback provided by the client through ‘Project Evaluation Form’ for each release. ‘Project Evaluation Form’ as provided by the client for each completed release. Roles and responsibility of Metrics The overall responsibility of collection and review of this metrics data at project (XYZ) level lies with the Project Manager. For analysis of this reviewed data at organization (ITIL) level Quality Assurance Group (QAG) is responsible. Metrics Review Plan Project Manager will review captured metrics data as per ITIL Software Metrics Procedure, and review records will be maintained for the same.

Review of the metrics data will be done at two levels as described below: Release End Review: This review will be done when a software release of XYZ project completes. All the above mentioned metrics for the release will be reviewed in the Release End (windup) meeting. Accordingly the metrics goals (as described in next section) for future releases will be defined/re-defined. Intermediate Review: It is also planned that in every month all the above-mentioned metrics will be prepared based on the latest data of all the releases. Causal analysis will be done for any metrics touching the threshold limits (upper or lower). Preventive action will be planned for keeping the metrics under control. The metrics will be delivered to client also. Release wise Metrics Goals Type of Core Metrics XYZ 1.3 XYZ 1.5 XYZ 2.0 Defect Density (Defects per FP) — TEMPLATE FOR STATUS REPORT Weekly Progress report To: Project: Start Date: From: Date: End Date: Cc: Activities for current week Activity Start date End date Status Remarks — Typical ITIL software development team structure: Tester Quality Assurance Software Developers Sr.

Software developer Project leader Project Leader Sr.

Project Manger

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ITIL and ITIL : These steps are Client will provide a point of contact….
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