!!!!!!! !
!
!
!
!
USERS’&GUIDE&
Release Management
!
"#$%&'#!()*)+#,#*-!)*.!"#$%&'#/01!
!
!
!
!
!
!
!
!
&
&&&&SERVICE&EXCELLENCE&SUITE&
Release Management Users’ Guide! !&
!
23435"3!(5/563(3/7!8"32"9!68:;3&
1&
!
!"#$%&'(&)'*+%*+,!
Introduction&.......................................................................................................................&3!
Overview,&Objectives,&and&Current&Scope&...........................................................................&4!
Overview!................................................................................................................................................................................!4!
Objectives!...............................................................................................................................................................................!4!
Current!Scope!of!Release!Management!....................................................................................................................!4!
Release&Management&Policies&............................................................................................&5!
Roles&and&Responsibilities&..................................................................................................&5!
Governance!............................................................................................................................................................................!5!
Release!Team!Leadership!...............................................................................................................................................!6!
Release!Team!(led!by!Release!Engineer)!.................................................................................................................!7!
QA!&!UAT!Team!...................................................................................................................................................................!7!
Change!Manager!&!CAB!(Change!Advisory!Board)!..............................................................................................!7!
ServiceNow&Release&Module&Overview&..............................................................................&8!
What!Is!ServiceNow?!........................................................................................................................................................!8!
Service!Now!Release!Module!.........................................................................................................................................!8!
Key&Attributes&of&a&Release&................................................................................................&8!
Types!of!Releases!................................................................................................................................................................!8!
Release!....................................................................................................................................................................................!8!
Release!Item!..........................................................................................................................................................................!9!
Release!Task!.........................................................................................................................................................................!9!
Approval&Process&&............................................................................................................&10!
Approvals!Required!........................................................................................................................................................!10!
Interaction&with&Change&Management&.............................................................................&10!
Change!Management!Interaction!..............................................................................................................................!10!
Release&Management&Procedures&....................................................................................&11!
To!Create!a!New!Release!..............................................................................................................................................!11!
To!Create!a!Release!Item!..............................................................................................................................................!13!
To!Create!Release!Task:!................................................................................................................................................!16!
To!Update!a!Release!Task:!...........................................................................................................................................!19!
To!Print!a!View!of!the!Entire!Release!.....................................................................................................................!19!
To!View!Associated!Release!Items!for!a!Task!.....................................................................................................!20!
Release&Task&Checklist&.....................................................................................................&21!
Appendix&A&......................................................................................................................&21!
E\mail!Notification!Template!.....................................................................................................................................!26!
Appendix&B&......................................................................................................................&22!
Frequently!Asked!Question s!!......................................................................................................................................!22!
Release Management Users’ Guide! !&
2&
23435"3!(5/563(3/7!8"32"9!68:;3!
!
Appendix&C&......................................................................................................................&27!
Glossary!of!Key!Terms!...................................................................................................................................................!27!
Appendix&D&......................................................................................................................&29!
Release!M anagement!Business!Process!.................................................................................................................!29!
ServiceNow!Manage!Release!Process!.....................................................................................................................!30!
!
!
! !
Release Management Users’ Guide! !&
!
23435"3!(5/563(3/7!8"32"9!68:;3&
3&
!
-*+.'/01 +2' *&
This!document!defines!the!Boston!University!Information!Services!&!Technology!(IS&T)!
Release!Management!process.!It!is!based!on!the!Information!Technology!Infrastructure!
Library
®
!(ITIL)!and!has!been!adapted!to!address!Boston!University’s!specific!
requirements.!
!32,&/'104%*+&,3'0$/&#%&.%"/&#5&"$$&6',+'*&7*28%.,2+5&%49$'5%%,&:3'&".%&
"/'9+2*;&+3%&-<=!&>%$%",%&?"*";%4%*+&9.'1%,,@&
It!is!divided!into!the!following!sections:!
A8%.82%:&"*/&
A#B%1+28%,&
States!the!objectives!of!the!Release!Management!process!
at!Boston!University!and!what!is!in\scope!and!out\of\
scope!to!the!process.!
>%$%",%&?"*";%4%*+&
C'$212%,&
Outlines!policies!that!support!the!Release!Management!
process.!
D%5&E++.2#0+%,&'(&"&
>%$%",%&
Releases!are!separated!into!three!different!categories!for!
managing!the!work!at!differing!levels!of!detail.!The!
Release!may!consist!of!brand!new!functionality,!enhanced!
features,!system!updates,!or!any!other!change!that!
requires!a!push!to!the!production!environment.!Each!
release!may!also!consist!of!a!number!of!tasks!required!to!
implement!the!release.!
C.'1%,,&F%(2*2+2'*&
Illustrates!the!high\level!Release!Management!process!
with!the!following!use\cases!covered:!
! Manage!Release!
! Manage!Release!Item!
! Manage!Release!Task!
!
>'$%,&"*/&
>%,9'*,2#2$2+2%,&
Identifies!the!roles!within!the!Release!Management!
process!and!the!responsibilities!for!each!role.!
&
!
>%$%",%&C.'1%/0.%,&
Specifies!procedures!for!completing!ServiceNow’s!Release!
forms,!including!which!fields!are!minimally!required.!
D%5&C%.('.4"*1%&
-*/21"+'.,&
Identifies!the!metrics!for!measuring!the!success!of!the!
Release!Management!process.!These!metrics!will!be!
defined!once!the!system!and!processes!have!stabilized.!
Release Management Users’ Guide! !&
4&
23435"3!(5/563(3/7!8"32"9!68:;3!
!
A8%.82%:G&A#B%1+28%,G&"*/&)0. . % *+ &< 1 ' 9 % &
A8%.82%:&
Release!Management!is!the!process!responsible!for!planning,!scheduling,!and!
controlling!the!build,!in!addition!to!testing!and!deploying!Releases.!Release!
Management!ensures!that!IS&T!delivers!new!and!enhanced!IT!services!required!by!the!
business!while!protecting!the!integrity!of!existing!services.!!!
A#B%1+28%,&
Boston!University’s!objectives!for!the!Release!Management!process!are:!
• Increase!the!number!of!successful!Releases,!including!reducing!the!number!of!
Releases!with!unexpected!outcomes.!
• Decrease!the!number!of!incidents!caused!by!Releases.!
• Create!a!single!documented!process!for!managing!all!Releases.!
• Maintain!a!single!repository!for!recording!all!Releases!through!the!lifecycle.!
• Ensure!that!the!process!is!adopted,!adhered!to,!and!escalated!to!management!if!there!
are!compliance!issues.!
• Improve!coordination!between!IS&T!groups!to!ensure!smooth!and!timely!delivery!of!
IT!services.!
• Improve!productivity!by!establishing!standard!release!processes!and!tooling.!
• Initiate!the!Release!Management!process!to!provide!sufficient!lead\time!for!adequate!
impact!analysis!by!the!CAB.!
• Ensure!that!auditable!Release!controls!are!established!and!documented!.!
• Communicate!Releases!to!IS&T,!affected!client!representatives,!clients!(where!
appropriate),!and!other!IT!organizations!(where!appropriate).!
• Streamline!the!procedures!so!that!there!is!an!appropriate!balance!between!the!
complexity!of!the!Release!and!the!required!controls.!
• Harvest!lessons!learned!from!the!Release!Management!process!that!could!be!applied!
to!other!areas!of!Service!Management.!
!
)0..%*+&<1'9%&'(&>%$%",%&?"*";%4%*+&
Any!introduction!of!a!new!service!into!production,!any!large!change!to!an!existing!
service,!or!multiple!changes!to!an!existing!service!must!adhere!to!the!Release!
Management!process.!Single,!small!operational!changes,!or!emergency!changes!are!not!
required!to!adhere!to!the!Release!Management!process.!The!nature!of!small!operational!
changes!will!vary!depending!on!the!service.!Individual!guidelines!regarding!Release!
Management!process!exemptions!will!be!defined!on!an!individual!basis!with!each!
Service!Owner.!All!changes!to!existing!services!are!expected!to!adhere!to!the!policies!
Release Management Users’ Guide! !&
!
23435"3!(5/563(3/7!8"32"9!68:;3&
5&
!
below!unless!otherwise!agreed!to!by!the!Service!Owner!and!the!Release!Management!
process!owner.!!
!
>%$%",%&?"*";%4%*+&C'$212%,&
• All!9.'B%1+,,!#0*/$%/&13"*;%,&+'&"*&%H2,+2*;&,%.821%!(releases!containing!multiple!
enhancements/fixes)!and!151$21"$&13"*;%,&+'&"*&%H2,+2*;&,%.821%&must!go!through!
the!Release!Management!process!and!must!have!a!completed!request!for!change!
(RFC)!with!appropriate!approvals.!
• Whenever!possible,!changes!to!an!existing!service!should!be!bundled!together!and!
released!on!a!regular!(e.g.,!monthly)!basis!using!the!Release!Management!process.!!
• A!single!Release!Engineer!must!be!identified!for!every!Release.!The!Release!Engineer!
will!be!responsible!for!successful!coordination!and!execution!of!the!Release,!as!well!
as!ensuring!all!required!documentation!related!to!the!Release!exists.!
• Proof!that!controls!(initiation,!testing,!and!approval)!have!been!followed!for!all!
auditable!Releases!shall!be!stored!with!the!ability!to!be!reproduced.!
• Each!Release!shall!be!initiated!through!a!standardized!and!approved!process!
(service!request,!incident!management,!problem!management,!or!PRIME).!!
• Each!Release!should!be!well!tested!and!verified!prior!to!implementation.!
• All!implementation!work!on!the!Release!should!be!completed!by!the!Planned!End!
Date/Time.!!
• Validation!that!the!Release!has!been!completed!successfully!should!be!confirmed!
through!post\release!testing.!
>'$%,&"*/&>%,9'*,2#2$2+2%,&
A!role!is!a!set!of!activities.!An!individual!can!perform!more!than!one!role.!The!current!
roles!and!responsibilities!associated!with!BU’s!Release!Management!process!include!the!
following:!
I'8%.*"*1%&
Governance!refers!to!a!body,!an!individual,!or!a!group!of!individuals!representing!the!
business!stakeholders!of!the!service!offered!via!a!solution!suite!or!other!means.!They!
are!accountable!for!business!requirements!for!a!Release!and!are!responsible!for!
arriving!at!a!final!release!bundle!in!consultation!with!Release!Team!Leadership.!They!
Release Management Users’ Guide! !&
6&
23435"3!(5/563(3/7!8"32"9!68:;3!
!
also!represent!the!voice!of!customers/clients!and!are!accountable!for!resolving!conflicts!
in!requirements!as!well!as!defining!metrics!targets!for!the!release.!Their!tasks!include:!
• Define!Release!scope,!priority,!and!timeline!constraints.!
• Work!with!Release!Team!Leadership!to!arrive!at!final!Release!scope!and!priority.!
• Document!business!requirements.!
• Optionally!set!metric!targets!(including!timeline!constraints).!
• Communication!of!Release!scope!to!Release!Team!Leadership.!
• Communication!to!Key!Customer!stakeholders.!(Optional!and!could!be!delegated!to!
Release!Team!Leadership.)!
>%$%",%&!%"4&J%"/%.,329&
Release!Team!Leadership!refers!to!a!formal!group!of!functional!and!technical!experts!
accountable!for!deploying!a!Release!Bundle!into!live!production!use.!Depending!on!the!
type!of!Release,!the!Leadership!Team!may!include!Project!Managers,!Technical!Leads,!
and/or!Service!Owners.!The!team!works!with!Governance!to!set!the!priorities,!keeping!
in!mind!the!technical!constraints!while!committing!to!Release!scope.!They!represent!the!
operational!leadership!(working!closely!with!Release!Team)!translating!the!business!
vision!into!a!functional!solution!using!appropriate!means.!Their!tasks!include:!
• Reach!consensus!with!Governance!on!Release!scope,!priority,!and!timeline.!
• Document!the!Release!Bundle!as!a!functional!spec.!
• Define!final!version!of!Release!milestones,!time!line,!risks,!contingency!and!
mitigation!plans.!!
!
!
!
!
!
"#$#%&#!'()*(##+!!
The!Release!Engineer!has!ultimate!responsibility!for!ensuring!the!Release!is!executed!in!
accordance!with!the!policies!and!guidelines!defined!in!this!document.!The!individual!
assigned!as!Release!Engineer!will!vary!depending!on!the!service!or!sub\service.!!
The!Release!Engineer!is!intended!as!a!technical!role!with!the!skills!necessary!to!
understand!all!technical!implications!of!the!Release.!Whenever!possible,!the!Release!
Engineer!should!be!independent!from!the!service!stakeholders!and!individuals!
responsible!for!executing!the!technical!chan g es!to!the!service!to!ensure!an!objective!
approach!to!Release!Management.!Their!tasks!include:!
• Communicate!with!Governance,!Release!Team,!Change!Manager!&!CAB,!
Customers/Business,!and!Quality!Assurance.!
Note:!Release!milestones!to!inc lude!an!operational!readiness!plan!(end!
user/operationa l/internal!training!and!operational!readiness!tasks) .!This!team!
leadership!is!also!likely!to!interface!with!Applications! (Dev,!Mgmt,!and!Arch),!
QA,!Do cumentation, !Infrastructure,!and!Training!to!finalize!m ilestones.!
Release Management Users’ Guide! !&
!
23435"3!(5/563(3/7!8"32"9!68:;3&
7&
!
• Document!Release!Bundle!in!the!tool.!
• Create!placeholder!RFC!for!the!release!based!on!ava ilable!details!(provisional!
approval!by!CAB).!
• Validate!all!Release!Tasks!are!completed!prior!to!deployment.!
• Communicate!Release!status!to!the!Release!or!project!teams,!and!the!Service!Owner.!
!
>%$%",%&!%"4&K$%/&#5&>%$%",%&L*;2*%%.M&
Release!Team!refers!to!a!formal!team!accountable!for!implementing!the!Release!Bundle!
in!line!with!functional!scope!set!by!Release!Team!Leadership.!They!work!with!Release!
Team!Leadership!to!define!the!Release!Task!List!and!work!assignment,!and!monitor!
progress!in!addition!to!sharing!status!reports.!Their!tasks!include:!
!
• Develop!the!fine\grained!Release!Task!List!in!consultation!with!Release!Team!
Leadership!(work!assignment,!timeline,!and!dependency).!The!Release!Task!List!
should!include!back!out!and!handover!to!operations!as!mandatory!steps.!
• Execute!Release!Task!List!and!update!status!in!tool.!Tasks!include!training!and!
documentation.!
• Update!tool!with!documentation!references!including!pointers!to!enterprise!content!
management!solutions!such!as!SharePoint.!
• Fix!defects!from!QA!testing!and!UAT.!
• Deploy!the!Release!Bundle!to!production!environment!after!QA/UAT.!
NE&=&7E!&!%"4&
QA!&!UAT!Team!represents!the!Quality!Assurance!interface!with!Release!Management.!
It!is!responsible!for!verifying!that!the!software!release!meets!its!functional!scope!and!
business!requirements.!They!will!develop!formal!test!plans,!cases,!and!document!results!
appropriately!so!that!a!complete!audit!trail!of!testing!is!available!for!the!Release.!They!
will!also!work!with!Release!Team!to!resolve!defects.!Their!tasks!include:!
• Develop!test!plans!and!test!cases.!
• Execute!tests!and!document!results.!
• Participate!in!Release’s!go/no\go!decision!meeting!to!share!testing!results.!
• Document!defects!and!work!with!Release!Team!to!resolve!them.!
!
)3"*;%&?"*";%.&=&)E6&K)3"*;%&E/82,'.5&6'"./M&
Change!Manager!and!CAB!represent!the!Change!Management!process!interface!with!
Release!Management.!Their!tasks!include:!
• Review!RFCs!and!approve!them!in!consultation!with!Release!Team!Leadership.!
!
Release Management Users’ Guide! !&
8&
23435"3!(5/563(3/7!8"32"9!68:;3!
!
<%.821%O':&>%$%",%&?'/0$%&A8%.82%:&
P3"+&-,&<%.821%O':Q&
ServiceNow!is!the!enterprise!service!management!ticketing!tool!that!is!used!by!IS&T!
and!its!University!partners!to!manage!many!of!its!ITIL!processes.!It!is!the!goal!of!IS&T!to!
have!Incident,!Change,!Configuration,!Request!Fulfilment,!and!other!service!
management!processes!managed!through!the!same!tool.!ServiceNow!delivers!the!
product!via!the!SaaS!(Software!as!a!Service)!model,!which!enables!IS&T!to!deploy!more!
quickly,!with!less!technical!investment.!Resources!that!would!be!used!to!manage!
ServiceNow!are!freed!up!to!focus!on!the!core!mission!of!enabling!the!University’s!
research!and!teaching!priorities.!
<%.821%&O':&>%$%",%&?'/0$%&
ServiceNow!handles!Releases!using!the!task!record!system.!Each!planned!feature!is!
generated!through!a!variety!of!means!as!a!task!record,!populated!with!the!pertinent!
information!in!individual!fields.!These!tasks!can!be!assigned!to!appropriate!Release!
Management!team!members,!who!will!deal!with!the!task!as!appropriate!until!the!
release!has!been!properly!deployed.!Release!Management!can!be!effectively!used!to!
coordinate!and!planned!Releases!composed!of!individual!features.!
D%5&E++.2#0+%,&'(&"&>%$%",%&
!59%,&'(&>%$%",%,&
Releases!are!separated!into!3!main!categories!for!managing!the!work!at!differing!levels!
of!detail:!
• Release!–!Captures!the!overall!detail!of!each!particular!release.!
• Release!Item!\!Details!the!separate!pieces!of!work!that!w il l!be!deployed!as!part!of!
the!individual!Release.!
• Release!Task!–!Details!the!work!required!in!order!to!deploy!each!Release!Item.!
>%$%",%&
Releases!represent!a!planned!release!for!a!product!(hardware!or!softwa re).!The!content!
of!a!Release!is!defined!by!the!features,!or!Release!Items!and!associated!Requests!for!
Change!(RFC)!that!it!implements.!
Each!Release!is!includes!information!such!as:!
• Release!Name!and!Description!
• Release!Engineer!
• Service,!Service!Component!and!Configuration!Item!
• Planned/Actual!Start!Dates!
!
A!Release!should!not!be!completed!until!all!Release!Tasks!have!been!updated!and!
marked!as!100%!completed.!There!will!be!situations!where!a!Release!Task!or!a!Release!
Release Management Users’ Guide! !&
!
23435"3!(5/563(3/7!8"32"9!68:;3&
9&
!
Item!may!need!to!be!removed!from!the!Release.!In!this!situation,!the!best!practice!is!for!
the!Release!Engineer!to!create!a!new!Release,!and!place!that!problem!Release!Task!or!
Release!Item!into!the!new!Release!for!tracking!through!to!completion.!
>%$%",%&-+%4&
Each!Release!is!made!up!of!one!or!more!Release!Items.!These!items!are!the!
new/modified!features,!or!Release!content,!that!will!be!delivered!as!part!of!the!Release!
Bundle.!The!following!information!will!be!displayed:!
• The!type!of!Release!Item!(Defect,!Problem,!Project,!or!Service!Request).!
• A!short!description!of!the!functionality!being!delivered.!
• Details!of!the!RFC!to!which!this!particular!Release!Item!is!linked.!
!
>%$%",%&!",R&
Release!Tasks!represent!a!number!of!tasks,!or!actions,!that!are!.%S02.%/!to!implement!
each!Release!and!may!be!performed!by!a!multitude!of!resources!across!many!teams.!A!
Release!Task!is!the!most!granular!of!detail!within!the!Release!Management!process!and!
may!include!such!information!as:!
!
• The!short!and!long!description.!
• Task!type.!
• The!assignment!data!by!group!and!individual.!
• Due!date.!
• Percentage!complete!and!status.!
• Work!notes.!
!
! &
Release Management Users’ Guide! !&
10&
23435"3!(5/563(3/7!8"32"9!68:;3!
!
E99.'8"$&C.'1%,,&&
The!approval!process!for!Release!Management!is!managed!by!the!business,!and!not!
within!ServiceNow.!Each!Release!is!defined!and!approved!prior!to!creation!of!the!
Release!within!the!tool.!In!order!to!move!any!Release!into!production,!however,!an!RFC!
will!be!required.!!
Please!refer!to!the!Release!Task!Checklist!below!for!a!list!of!items!that!may!be!required!
for!an!RFC!to!be!approved!so!that!the!release!may!move!into!production.!The!checklist!
consists!of:!
• Location!of!all!Release!documentation.!
• Release!plans.!
• Confirmed!and!completed!test!(QA/UAT)!documentation.!
• Operational!planning!documents.!
E99.'8"$,&>%S02.%/&
The!lead\time!required!for!submitting!a!Request!for!Change!is!based!upon!the!type,!
scope,!and!risk!of!the!proposed!Change!as!defined!in!Boston!University’s!Change!
Management!process.!!!
!
-*+%."1+2' * &: 2+3 &)3 " *; %&?"*";%4%*+&
)3"*;%&?"*";%4%*+&-*+%."1+2'*&
Change!Management!encompasses!all!changes!in!technology,!systems,!applications,!
hardware,!tools,!documentation,!and!processes,!as!well!as!the!roles!and!responsibilities!
of!people.!The!goal!of!Change!Management!is!to!ensure!that!all!changes!are!deployed!
successfully!into!the!production!IT!environment!in!the!least!disruptive!manner.!
Release!Management!makes!the!Change!Management!process!more!proactive,!
predictable!and!auditable.!It!groups!a!series!of!Changes!into!a!collection!known!as!a!
Release,!which!is!based!on!defined!common!characteristics!of!the!Changes.!
Where!Change!Management!looks!at!the!overall!IS&T!landscape!to!ensure!coordination!
and!compatibility!of!all!Changes,!Release!Management!addresses!the!specific!details!
associated!with!a!one\time!change!to,!or!introduction!of!a!single!service.! !
Release Management Users’ Guide! !&
!
23435"3!(5/563(3/7!8"32"9!68:;3&
11&
!
>%$%",%&?"*";%4%*+&C.'1%/0.%,&
!'&).%"+%&"&O%:&>%$%",%&
!
1. Using!your!BU!login!name!and!Kerberos!password,!log!in!to!ServiceNow!at!
http://bu.service\now.com.!!
2. Select!>%$%",%!from!the!left!pane.!
!
3. From!the!>%$%",%&?'/0$%!list!view,!click!on!the!O%:!button!to!launch!a!new!
Release!form.!
4. Fill!out!the!appropriate!fields!for!the!Release.!
a. >%$%",%&O"4%*.!
b. Select!F0%&F"+%!from!the!calendar!or!type!in!the!date.!
c. Select!>%$%",%&L*;2*%%.!using!the!selector!or!begin!to!type!last!name.!
d. Select!appropriate!>%$%",%&<+"+0,!from!the!drop\down!menu.!States!
must!be!manually!changed!throughout!the!lifecycle!of!the!release.!To!help!
the!user!identify!the!most!appropriate!status,!their!definitions!and!uses!
are:!
i. -/%"!–!,-#!.#&*+#!/0!*12$#1#(/!%!3#+/%*(!4#%/5+#6!2+0.53/6!0+!
45(3/*0(%$*/7!-%&!8##(!)#(#+%/#.!%(.!$0))#.!40+!/+%39*():!
ii. 60,2*%,,&)",%!–!,-#!*.#%!*&!8#*()!/5+(#.!*(/0!%!85&*(#&&!3%&#:!
iii. >%S0%,+%/!–!,-#!;5&*(#&&!<%&#=>.#%!*&!8#*()!+#?*#@#.!40+!
30(4*+1%/*0(!/-%/!/-#!/#%1!&-05$.!10?#!40+@%+.:!
2#<#)=#!7)=>!?)$!)*.!/# 1!?@--0 *!
Release Management Users’ Guide! !&
12&
23435"3!(5/563(3/7!8"32"9!68:;3!
!
iv. <1'92*;!–!,-#!;5&*(#&&!<%&#=>.#%!*&!8#*()!&*A#.!40+!$#?#$!04!#440+/:!
v. E99.'8%/!–!,-#!;5&*(#&&!<%&#=>.#%!-%&!8##(!%22+0?#.!%(.!/-#!
"#$#%&#!*&!(0@!&$%/#.!/0!10?#!40+@%+.:!
vi. -*&C.';.%,,!–!,-#!+#$#%&#!*&!*(!/-#!2+03#&&!04!8#*()!%(%$7&#.6!
.#&*)(#.6!%(.!.#?#$02#..!
vii. !%,+2*;TNE!–!,-#!"#$#%&#!-%&!8##(!10?#.!*(/0!/-#!BC!#(?*+0(1#(/!
40+!/#&/*():!
viii. J"0*13!–!,-#!"#$#%&#!*&!8#*()!10?#.!*(/0!/-#!2+0.53/*0(!
#(?*+0(1#(/:!!
ix. )'49$%+%!–!,-#!"#$#%&#!-%&!8##(!10?#.!*(/0!2+0.53/*0(!%(.!%$$!
+#D5*+#.!/%&9&!%+#!3012$#/#:!
x. >%B%1+%/!–!,-#!"#$#%&#!@%&!(0/!%22+0?#.!/0!10?#!40+@%+.:!!
xi. A*&U'$/!–!,-#!"#$#%&#!%(.!%$$!%&&03*%/#.!/%&9&!%+#!(0/!35++#(/$7!
8#*()!2+0)+#&&#.!0+!&3-#.5$#.!40+!10?#1#(/!*(/0!2+0.53/*0(:!
e. Select!<%.821%*,!<%.821%&)'49'*%*+*!using!the!selector,!and!optionally!
)'*(2;0."+2'*&-+%4@!
i. The!<%.821%&)'49'*%*+!field!will!only!allow!you! to!choose!a!
component!that!is!associated!with!the!)$2%*+&<%.821%!chosen.!
ii. If!you!know!the!affected!<%.821%&)'49'*%*+,!you!may!enter!that!
first!and!the!system!will!fill!in!the!)$2%*+&<%.821%!automatically.!
! !
E"#D5*+#.!F*#$.&!
!
4. Continue!to!fill!out!the!remaining!fields!on!the!form:!
4: Select&>%S0%,+%/&65*!–!,-*&!&-05$.!8#!/-#!G#+?*3#!H@(#+!40+!/-#!"#$#%&#:!
g. Type!in!a!meaningful!<3'.+&F%,1.29+2'**!and!J'*;&F%,1.29+2'*@!
h. Select!C$"**%/&<+".+!and!L*/&F"+%!appropriately.!
A&#<.=!B)!C!B#!
Release Management Users’ Guide! !&
!
23435"3!(5/563(3/7!8"32"9!68:;3&
13&
!
i. Select!E1+0"$&<+".+!and!L*/&F"+%!appropriately.!
! !
E"#D5*+#.!F*#$.&!
!
5. Click!<"8%T<0#42+!once!all!necessary!inputs!are!in!place.!
!'&).%"+%&"&>%$%",%&-+%4&
1. From!the!Release!List!View,!search!for!and!select!the!specific!release.!
!
!
2. Navigate!to!the!>%$%",%&-+%4!tab!at!the!bottom!of!the!UI!and!click!on!O%:!to!
launch!Release!Item!UI.!
A&#<.=!BD!C!B&!
"#)$'E!D0$!2#<#)=#!F!
GH$G!
IE00= #!D$0,!4&=-!J&#1!
Release Management Users’ Guide! !&
14&
23435"3!(5/563(3/7!8"32"9!68:;3!
!
!
3. Fill!in!the!appropriate!information!within!Release!Item!fields!
a. Select!>%$%",%&-+%4&!59%!from!the!drop\down!menu.!
b. Each!Release!Item!Type!will!open!up!different!fields!for!
association/linking!purposes.!! !
2@ L*3"*1%4%*+&
1. <%.821%&>%S0%,+!field!opens!on!form.!!
2. Choose!the!<%.821%&>%S0%,+!and!the!-*+%.*"$&>%(%.%*1%!
field!will!automatically!populate.!This!field!will!overwrite!
any!changes!upon!save.!
22@ F%(%1+T-*12/%*+&
1. -*12/%*+!field!opens!on!form!
2. Choose!the!-*12/%*+!and!the!-*+%.*"$&>%(%.%*1%!field!will!
automatically!populate.!This!field!will!overwrite!any!
changes!upon!save.!
222@ F%(%1+T-*12/%*+&V&O'*W<%.821%O':&
1. LH+%.*"$&>%(%.%*1%!field!opens!on!form.!!
2. Enter!a!tracking!number!from!a!non\ServiceNow!ticketing!
tool.!
I<&'>!K/#1L!-0!<)@* 'E!
2#<#)=#!:-#,!8:!
Release Management Users’ Guide! !&
!
23435"3!(5/563(3/7!8"32"9!68:;3&
15&
!
28@ C.'#$%4&
1. -*12/%*+!field!opens!on!form.!
2. Choose!the!-*12/%*+!and!the!-*+%.*"$&>%(%.%*1%!field!will!
automatically!populate.!This!field!will!overwrite!any!
changes!upon!save.!
8@ C.'B%1+&
1. LH+%.*"$&>%(%.%*1%!field!opens!on!form!and!is!required.!
2. Typically!a!URL!to!the!project!documentation.!
82@ <%.821%&>%S0%,+&
1. <%.821%&>%S0%,+!field!opens!on!form.!!
2. Choose!the!<%.821%&>%S0%,+!and!the!-*+%.*"$&>%(%.%*1%!
field!will!automatically!populate.!This!field!will!overwrite!
any!changes!upon!save.!
822@ <%.821%&>%S0%,+&V&O'*W<%.821%O':&
1. LH+%.*"$&>%(%.%*1%!field!opens!on!form.!!
2. Enter!a!tracking!number!from!a!non\ServiceNow!ticketing!
tool.!
c. Type!in!an!appropriate!<3'.+&F%,1.29+2'*@!
!
!
!
d. Select!an!RFC!from!the!selector!and!the!system!will!populate!the!RFC!
description!and!)0..%*+&<+"+0,!as!well!as!E99.'8"$!<+"+0,@!
:*!-E&=!#M),N<#O!P3*E)*'#,#*-Q !1)=!=#<#'-#.!)=!-E#!
2#<#)=#!:-#,!7RN#!=0!-E#!D0$,!=E01=!@ =!-E#!"#$%&'#!
2#S@#=-!D&#<.T!!
Release Management Users’ Guide! !&
16&
23435"3!(5/563(3/7!8"32"9!68:;3!
!
!
!
4. Click!<"8%T<0#42+!to!associate!this!newly!created!Release!Item!with!the!
Release.!
!'&).%"+%&>%$%",%&!",RX&
1. From!the!Release!List!View,!search!for!and!select!the!specific!release.!
2. Navigate!to!the!>%$%",%&!",R!tab!at!the!bottom!of!the!UI!and!click!on!O%:!to!
launch!Release!Task!UI.!
!
:*!-E&=!#M),N<#O!PIU6VWXY ZXQ!1)=!=#<#'-#.!)=!-E#!
2#S@#=-!D0$!IE)*+ #!=0!-E#!D0$,!N@< <#.!&*! -E#!2AIL=!
5NN$0%)<!"-)-#![2#S@#=-#.\!)*.!&-=!=-)-@=![]#*.&*+\T!
I<&'>!K/#1L!-0!<)@* 'E!
2#<#)=#!:-#,!8:!
Release Management Users’ Guide! !&
!
23435"3!(5/563(3/7!8"32"9!68:;3&
17&
!
3. Enter!the!appropriate!fields!in!the!Release!Task!form!
a. A./%.&Y!in!which!this!task!should!occur.!
i. You!may!find!it!easier!to!order!tasks!from!the!list!view.!
ii. Use!intervals!of!10!to!help!manage!the!need!to!insert!a!new!task!
into!the!order.!!
b. Select!an!E,,2;*4%*+&I.'09*!from!among!the!available!list.!
c. Select!an!E,,2;*%/&!'!from!within!the!selected!Assignment!Group.!
d. Select!F0%&F"+%!=!!24%@!
e. Select!Z&)'49$%+%!from!the!drop\down!menu.!
!
E"#D5*+#.!F*#$.&!
!
f. Select!one!or!more!Release!Item!Numbers!using!the!search!option!from!
the!multi\select!field.!
g. In!case!there!is!an!LH+%.*"$&F%8%$'94%*+&>%(%.%*1%&!59%,!select!the!
same!from!the!drop\down!menu!populated!with:!
i. ATPMOVE!
ii. Footprints!
iii. TFS!
iv. UISCGI!Move!
v. RMPBUILD!
vi. Subversion!
vii. SAP!Transport!
viii. GIT!
ix. Other!!
h. If!LH+%.*"$&F%8%$'94%*+&>%(%.%*1%&!59%!is!populated,!type!in!an!
appropriate!LH+%.*"$&F%8%$'94%*+&>%(%.%*1%.!
A&#<.=!X)G#!
Release Management Users’ Guide! !&
18&
23435"3!(5/563(3/7!8"32"9!68:;3!
!
i. Enter!a!<3'.+*!and!J'*;&/%,1.29+2'*@!
j. Enter!any!:'.R&*'+%,@!
!
E"#D5*+#.!F*#$.&!
!
k. Select!!",R&<+"+0,!from!the!drop\down!menu!appropriately.!
l. Select!a!>%$%",%&!",R&!59%!from!the!drop\down!menu!populated!with:!
i. Architecture!
ii. Audit!Trail!
iii. Backout!plan!
iv. Communication!
v. Implementation!
vi. Operation!Transition!
vii. Requirement!!
viii. QA!Testing!–!Functional!
ix. QA!Testing!–!Volume!
x. QA!Testing!–!Stress!
xi. Security!
xii. Other!!
m. If!necessary,!you!may!select!a!predecessor!task!in!C.%1%/%/&65!using!the!
search!option.!The!use!of!this!field!is!optional.!
A&#<.=!XDG^!
Release Management Users’ Guide! !&
!
23435"3!(5/563(3/7!8"32"9!68:;3&
19&
!
i. C.%1%/%/&65!<3'.+&F%,1.29+2'*!will!be!automatically!populated.!
!
70!)--)'E!.0'@,#*-=!-0!any$part$of$-E#!2eleaseO!=#<#'-!-E#!N)N # $ !'<& N !&' 0 * !&* !-E#!@NN#$ -$&+E -!'0$* #$!0 D!-E#!
1&*.01T$
!
!'&79/"+%&"&>%$%",%&!",RX&
1. Login!to!SN!and!select!E1+28%&T&?5&P'.R&N0%0%!option!under!>%$%",%!menu!
from!the!left!pane.!
2. Click!on!a!>%$%",%&!",R!assigned!to!you.!
3. In!the!Release!Task!UI,!type!in!P'.R&O'+%,!and!update!P'.R($':&<+"+%!
appropriately.!
4. Click!<"8%T<0#42+!to!update!the!>%$%",%&!",R!status.!
!
G01#!4*#$.&!@*$$!8#!2+#I2025$%/#.!0+!3%$35$%/#.!8%&#.!0(!*(40+1%/*0(!/-%/!*&!
#(/#+#.:!,-#&#!@*$$!8#!)+#7#.!05/6!%(.!%+#!*(.*3%/#.!87!%(!0+%()#!8%+!/0!/-#!$#4/!04!
/-#!4*#$.:!H/-#+!4*#$.&!@*$$!8#!1%(.%/0+7J!/-#&#!@*$$!8#!*(.*3%/#.!*(!+#.!0+!87!%!+#.!
8%+!/0!/-#!$#4/!04!/-#!4*#$.:!!!
!
!'&C.2*+&"&[2%:&'(&+3%&L*+2.%&>%$%",%&
1. From!the!>%$%",%&J2,+!view,!click!on!the!>%$%",%!that!you!would!like!to!print.!
2. In!the!top,!right\hand!corner,!near!the!$';'0+!button,!click!on!the!9.2*+%.!
icon.!
3. You!will!be!presented!with!a!consolidated!view!of!the!entire!Release,!and!its!
associated!Release!Items!and!Release!Tasks.!
A&#<.=!X>G,!
Release Management Users’ Guide! !&
20&
23435"3!(5/563(3/7!8"32"9!68:;3!
!
!'&[2%:&E,,'12"+%/&>%$%",%&-+%4,&('.&"&!",R&
1. Navigate!to!the!>%$%",%&!",R!list!view.!
2. Click!on!the!C%.,'*"$2\%&J2,+!gear!icon.!
3. Select!and!order!your!fields!in!the!following,!suggested!order:!
a. Number!
b. Release!#!
c. Release!Item!
d. Assigned!To!
e. Due!Date!&!Time!
f. %!Complete!
g. Short!Description!
I<&'>!E#$#!-0!N$&*-!
5==0'&)-#.!2#<#)=#!:-#,=!
_R!#)'E!2#<#)=#!7)=>!
Release Management Users’ Guide! !&
!
23435"3!(5/563(3/7!8"32"9!68:;3&
21&
!
>%$%",%&!",R&)3%1R$2,+&
• Record!location!of!business!requirements.!
• Record!all!references!to!external!build!and!deploy!tooling,!ATPMove,!TFS,!etc.!
• Create!a!back\out!plan.!
• Create!IS&T!and!Client!Contact!list.!
• Confirm!architectural!documentation!and!record!its!location.!
• Confirm!that!QA!testing!is!complete,!including!volume/stress!testing,!record!the!
location!of!QA!documentation.!
• Confirm!that!UAT!is!complete!and!record!the!location!of!UAT!documentation.!
• Confirm!that!transition!to!operations!activities!are!complete.!
• Confirm!that!an!operations!transition!plan!has!been!created!and!record!its!
location.!
o Review!new!cycle!requirements!or!enhanced!existing!Operational!
Sustainment!Plan.!
o Security!and!permissions!for!Sustainment!Staff.!
o Skill!requirements.!
o Training!follow\up!for!special!items.!!!
o Existing!documentation!(IS&T!from!Project!or!other!relevant!sources).!
o Implementation!plan.!
o Identify!a!Project!Plan!item!for!hands\on!knowledge!transfer.!
o Items!in!scope!not!completed!in!delivered!or!deferred.!
o Known!defects.!
• Set!2\4!week!post\implementation!follow\up.!
• Confirm!than!an!operations!plan!has!been!created!and!communicated!and!record!
its!location.!
o Work!instructions/run!books.!
o Standard!Operating!Procedures.!
o !!!!!o!Troubleshooting!guides.!
o Known!issues!or!Problems.!
o Vendor!contacts.!
&&
! &
Release Management Users’ Guide! !&
22&
23435"3!(5/563(3/7!8"32"9!68:;3!
!
E99%*/2H&E&
].%S0%*+$5&E,R%/&N0%,+2'*,&&
Q.! What!is!Release!Management!and!why!do!we!need!it?!
A.! Release!Management!is!the!process!responsible!for!planning,!scheduling,!and!
controlling!the!build,!testing!and!deploying!releases,!and!for!delivering!new!and!
enhanced!IT!services!required!by!the!business!while!protecting!the!integrity!of!
existing!services.!!!
Central!IS&T!has!implemented!Release!Management!for!a!number!of!reasons.!
Namely,!to!reduce!the!number!of!Incidents!caused!by!Releases,!to!maintain!a!
single!documented!approach!for!managing!releases,!and!to!ensure!that!auditable!
Release!controls!are!established!and!documented.!
Q.! What!does!NOT!fall!into!the!domain!of!Release!Management?!
A.! Release!Management!may!NOT!BE!REQUIRED!for:!!
• Defect!fixes!or!small!Service!Requests.!
Q.! How!are!Release!Management!and!Change!Management!connected?!
A.! The!goal!of!Change!Management!is!to!ensure!that!all!changes!are!deployed!
successfully!into!the!production!IT!environment!in!the!least!disruptive!manner.!
Release!Management!makes!the!Change!Management!process!more!proactive!
and!predictable.!It!groups!a!series!of!Changes!into!a!collection!known!as!a!
Release,!which!is!based!on!defined!common!characteristics!of!the!Changes.!
Q.! What!is!the!role!of!a!Release!Engineer?!
A.! The!Release!Engineer!is!the!formal,!accountable!individual!charged!with!
implementing!the!Release!Bundle!in!line!with!the!functional!scope!set!by!Release!
Team!Leadership.!The!Release!Engineer!works!with!Release!Team!Leadership!to!
define!the!Release!Task!List!and!work!assignment.!The!Release!Engineer!also!
monitors!progress!and!shares!status!reports.!The!role!is!expected!to:!
• Document!the!Release,!Release!Items,!and!Release!Tasks!in!the!tool,!
ensuring!all!statuses!are!kept!up!to!date.!!
• Manage!the!deployment!of!the!Release!into!production.!
• Conduct!a!post\implementation!review!of!the!Release.!
Q.! What!is!the!difference!between!a!Change!Manager!and!a!Release!Engineer?!
A.! The!Change!Manager!is!the!authoritative!lead!for!Change!Management!and!is!
accountable!for!the!planning,!implementation,!and!improvement!of!the!process.!
Release Management Users’ Guide! !&
!
23435"3!(5/563(3/7!8"32"9!68:;3&
23&
!
The!Change!Manager!is!responsible!for!running!the!CAB,!where!Requests!for!
Change!(RFCs)!are!approved.!
The!Release!Engineer!is!accountable!for!implementing!the!Release!as!part!of!a!
Request!for!Change.!The!Release!cannot!be!implemented!without!the!approval!of!
the!CAB.!
Q.! I!am!a!project!manager!for!Project!X.!Is!it!expected!that!I!will!also!be!the!Release!
Engineer?!
A.! No.!It!is!not!expected.!The!designated!Release!Engineer!should!be!from!a!
technical!team.!
Q.! Where!do!the!roles!and!responsibilities!of!a!Project!Manager!end!and!the!roles!&!
responsibilities!of!a!Release!Engineer!begin?!
A.! The!Project!Manager!will!define!a!work!package!within!the!Project!Plan!to!
deploy!into!production,!and!turn!this!work!p a ckage!over!to!the!Release!Engineer.!
The!Release!Engineer!is!now!responsible!for!delivery!of!this!work!package!and!
communicates!Release!status!to!the!Project!Manager.!
Q.! What!is!the!involvement!of!a!Release!Engineer!after!implementation?!
A.! The!Release!Engineer!should!validate!that!all!changes!implemented!as!part!of!the!
Release!were!successful!and!the!service!is!functioning!as!expected.!
Q.! When!do!we!determine!who!on!a!project!team!should!be!the!Release!Engineer?!
A.! Planning!for!a!release,!including!assigning!a!Release!Engineer,!should!begin!at!
the!same!time!the!project!planning!phase!begins!and!will!evolve!over!the!course!
of!the!project.!
Q.! Where!can!I!get!a!description!of!a!field!within!any!of!the!Release!forms?!
A.! A!description!balloon!will!appear!for!a!particular!field!when!the!cursor!is!held!
over!that!field!for!more!than!a!second!or!two.!
Q.! What!are!Release!Tasks?!
A.! Tasks!can!be!used!to!track!activities!as!part!of!the!Release.!They!should!be!used!
to!help!coordinate!between!groups!or!team!members.!For!example,!the!
development!of!training!materials!should!be!assigned!to!a!Release!Team!member!
as!part!of!the!Release.!The!Release!should!not!be!closed!until!the!training!
materials!have!been!created.!
Q.! What!is!the!difference!between!a!Release!Task!and!a!Release!Item?!
A.! A!Release!Item!is!a!feature!or!enhancement!to!a!service!that!will!be!included!as!
part!of!the!Release.!A!Release!Task!is!a!body!of!work!that!needs!to!be!
accomplished!in!order!for!the!Release!as!a!whole!to!be!implemented!successfully.!
Release Management Users’ Guide! !&
24&
23435"3!(5/563(3/7!8"32"9!68:;3!
!
Q.! What!are!my!responsibilities!as!an!individual!assigned!to!a!Release!Task?!
A.! If!you!have!been!assigned!to!a!Release!Task,!it!is!your!responsibility!to!complete!
the!task!and!keep!the!status!of!the!task!up!to!date!within!the!release!tool.!As!part!
of!the!status!update,!you!should!also!update!the!%!complete.!!
Q.! At!what!point,!is!a!Release!considered!complete?!
The!Release!will!be!considered!complete!when!all!Release!Tasks!have!been!
completed,!the!Release!has!been!pushed!to!the!production!environment,!and!the!
Release!Engineer!has!validated!that!the!Release!has!been!deployed!successfully.!!!
Q.! How!do!I!review!the!history!of!Releases!to!which!I ,!or!a!certain!individual,!was!
connected!as!a!Release!Engineer?!
A.! To!review!the!history!of!past!Release!where!you!were!assigned!as!a!Release!
Engineer,!you!may!use!a!filter,!add!a!condition!for!"Release!Engineer,"!and!
specify!your!name!or!the!name!of!the!Release!Engineer!you!are!looking!for.!
You!may!also!add!criteria!for!the!filter!to!only!show!releases!with!an!Actual!End!
Date!of!"between"!two!different!dates,! p erhaps!to!find!Releases!assigned!to!you!
within!a!year.!
Q.! Is!there!a!specific!repository!where!the!portfolio!of!supporting!Release!
documentation!–!outside!of!the!form!itself!–!is!maintained?!
A.! No.!The!Release!Management!process!does!not!dictate!where!the!portfolio!of!
supporting!documentation!resides,!only!that!the!documentation!must!exist!and!
its!location!should!be!documented!within!the!Release!tool.!
!
E99%*/2H&6&
!%49$"+%,&
Creating!and!utilizing!templates!for!creating!releases,!items!or!tasks!is!strongly!
recommended!for!those!IS&T!staff!who!may!be!responsible!for!a!high!volume!of!
Releases!(especially!Tasks)!that!have!many!of!the!same!attributes.!The!following!is!an!
overview!of!how!to!create!a!template.!
!
Creating)a)Template)!
1. To!create!a!template!for!a!release,!follow!steps!1–5!in!the!How!to!Create!a!
Release!Procedures!section!of!this!guide!(make!note!of!the!assigned!Release!
number).!!
2. Open!the!Release!number!that!was!just!created.!!
3. Right\click!on!“Release”!on!the!upper!bar!!
Release Management Users’ Guide! !&
!
23435"3!(5/563(3/7!8"32"9!68:;3&
25&
!
4. Select!“Templates.”!!
5. Select!“Save!as!Template.”!!
!
!
!
6. Create!a!descriptive,!non\technical!name!for!the!template.!!
7. In!the!“Short!Description”!field,!type!“Template!for”!and!then!copy!the!text!from!
the!“Short!Description”!field!in!the!body!of!the!template!into!the!field.!!
8. Clear!the!“Planned!End,”!“Back\Out,”!and!“Pl anned!St art!Date!a nd!Time”!fields.!!
9. Click!on!the!update!box!in!the!low er!left!or!upper!right!part!of!the!screen!to!save!
the!template.!!
!
!
!
7+2$2\2*;&!%49$"+%,&!
10. From!the!Release!List!View,!click!on!“New”!button!to!begin!creating!a!new!
Release.!
")%#!)=!7#,N<)-#!FW !
"-#N=!`!a!b!
"-#N!Z!G!Ensur e$date$field s$are$blanked$
out$as$you$will$not$want$this$
info rmation$copied$into$the$next$
Release.!
Release Management Users’ Guide! !&
26&
23435"3!(5/563(3/7!8"32"9!68:;3!
!
11. Right\click!on!“Release”!on!the!upper!b ar.!!
12. Select!“Templates,”!“Apply!Templates,”!and!t he!templa te!that !you!w ish!to!use!
(previously!named).!!
!
!
!
13. The!Release!will!populate!with!the!values!from!the!template!selected.!!
14. Complete!any!additional!required!fields!in!the!Release!and!update!those!fields!
that!need!to!be!changed!to!reflect!the!new!Release!content.!
15. Click!on!either!“Submit”!or!“Save”.!!
!
!
E99%*/2H&)&
LW4"2$&O'+2(21"+2'*&!%49$"+%&
&
E,,2;*%/&!'&O'+2(21"+2'*&
These!notifications!are!sent!to!the!assignment!group!and!to!the!individual!assigned!to!
the!task.!
From: IT Help Center [mailto:bu@service-now.com]
Sent: Wednesday, February 15, 2012 12:25 PM
To: Tester, ServiceNow
Subject: RTASK0010011: Assigned - Share templates with others and other groups
!
5!2#<#)=#!7)=>!E)=!_##*!assigned!-0!R0@!T!c0@!,)R!<0+!&* !- 0!- $) '> O!%&# 1 O!0 $!@ N . )- #!- E #!- &'> # -T!
Interna l&n ot e sd!!
IE00= #!-E#!7#,N< )-#!R0@!
10@<.!<&>#!-0!@=#!-0!'$#)-#!
-E&=!2#<#)=#T!
Release Management Users’ Guide! !&
!
23435"3!(5/563(3/7!8"32"9!68:;3&
27&
!
Short&Descriptiond!"E)$#!-#, N <) -# = !1 &- E !0 -E # $= !) * . !0 -E # $!+ $0@N=!
!2#Dd("6VbBbWbV!
!
E99%*/2H&)&
I$',,".5&'(&D%5&!%.4,& &
Glossary&Term&
Explanation&
Use&Case&
Reference&
IE)*+#!5.%&=0$R!?0)$.[I5?\!
IE)*+#!5.%&=0$R!?0)$.!&=!$#=N0*=&_<#!D0$!
D0$,)<<R!)NN $0% &*+ !)*. !'00 $. &*) -&*+!
'E)*+#=e@N.)-#=!-0!-E#!N$0.@'-&0*!
#*%&$0*,#*-!_R!#%)<@)-&*+!$&=>!)*.!&,N)'-!
),0*+!0-E#$!'$&-#$&)T!7E#!I5?!E)*.<#=!)<<!
2AI=![2#S@ #= -=!D0$!IE)*+# \T!
()*)+#!2#<#)=#!
:-#,!
I<&#*-!
2#D#$=!-0!)!_@=&*#==!$#N$#=#*-)-&%#!
$#S@#=-&*+!=#$% &'#=eN $0 .@ '-=!-0!&, N $0% #!
_@=&*#==!D@*'-&0*9=!#DD&'&#*'RO!'<&#*-!
=)-&=D)'-&0*O!)*.!0-E#$!_@=&*#==!0_^#'-&%#=T!
!!
3M-#$*)<!;#%#<0N,#*-!
2#D#$#*'#!
5*R!#M-#$*)<!.#%#<0N,#*-!-00<!$#D#$#*'#!
-0!>##N!-$)'>!0D!-E# !.# -)&<=!=@'E !)=!
57](0%#!F=O!8:"I6:!(0%#!*@,_#$=O!7A"!
-)=>!*@,_ #$=!)== 0'&) -#. !1&-E !)!2#<#)=#!
7)=>T!
()*)+#!2#<#)=#!
7)=>!
3M-#$*)<!;#%#<0N,#*-!
2#D#$#*'#!7RN#!
5*R!#M-#$*)<!.#%#<0N,#*-e.#N<0R,#*-!
-00<!$#D#$#*'#!)= =0' &)-#. !1&-E !-E#!2#<#)=#!
7)=>T!7E&=!D&#<.!&=!N$&,)$&<R!@=#.!-0!'0**#'-!
7A"!7)=>O!57](0%#O!8:"I6:!(0%#O!"5]!
7$)*=N0$-!$#D#$#*'#!1&-E!)!2#<#)=#!7)=>!
()*)+#!2#<#)=#!
7)=>!
3M-#$*)<!2#D#$#*'#!
2#D#$#*'#!824!-0!)*!#M&=-&*+!N$0^#'-!D$0,!
]2:(3!0$!0-E#$!N$0^#'-!,)*)+#,#*-!
$#N0=&-0$&#=T!
()*)+#!2#<#)=#!
:-#,!
:*-#$*) <!2 #D# $ #* ' #!
2#D#$#*'#!-0!)*!#M&=-&*+!:*'&.#*-O!]$0_<#,O!
0$!"#$%&'#!2#S@#=-T!
()*)+#!2#<#)=#!
:-#,!
]0$-D0<&0!
5!'0<<#'-&0*!0D!]$0^#' -=!1&-E&*!)!_@=&*#==!
D@*'-&0*T!A0$!&*= -)* '#O!D&*) *' &)<!)&.!
N0$-D0<&0!1 &<<!'0*=&=-!0D!]$0^#'-=!$# <)-#. !-0!
#*E)*'&*+!-E#!D&*)*'&)<!)&.!_@=&*#==!
D@*'-&0*T !
!!
]$0^#'-!
5*!&*&-&)-&%# !<)@ * ' E #. !-0 !. # <&%# $!= N #' &D&' !
#*E)*'#,#*-=!0$!*#1!D#)-@$#=!-0!#M&=-&*+!
N$0.@'-=e=#$%&'#=!0$!-0!.#%#<0N!*#1!
N$0.@'-=e=#$%&'#=T!
()*)+#!2#<#)=#!
:-#,!
Release Management Users’ Guide! !&
28&
23435"3!(5/563(3/7!8"32"9!68:;3!
!
2#<#)=#!
;#N<0R,#*-!0D!)!=0D-1)$#!N$0.@'-e=#$%&'#!
@N+$).#eD&M#=!-0!)!N$0.@'-&0*!
#*%&$0*,#*-T!7E#!.#N<0R,#*-!'0@<.!
'0*=&=-!0D!D&M#=!-0!:*'&.#*-=e]$0_<#,=!0$!
@N+$).#=!-0!)..$#==!"#$%&'#!
2#S@#=-=e]$0^#'-=T!
()*)+#!2#<#)=#!
2#<#)=#!3*+&*##$!
20<#!$#=N0*=&_<#!D0$!0%#$=##&*+!)!2#<#)=#T!
()*)+#!2#<#)=#!
2#<#)=#!:-#, !
5*!&*.&%&.@)<!:*'&.#*-e]$0_<#, e"#$%&'#!
2#S@#=-e]$0^#'-!&*!='0N#!D0$!)!2#<#)=#T!
()*)+#!2#<#)=#!
:-#,!
2#<#)=#!7)=>!
5*!)'-&%&-R!-0!_#!'0,N<#-#.!&*!0$.#$!-0!
)''0,N<&=E!2#<#)=#!0_^#'-&%#=T!5!2#<#)=#!
7)=>!')*!E)%#!)*!&*.&%&.@)<!0$!)!+$0@N!
)==&+*#.!D0$!#M#'@-&0*T!
()*)+#!2#<#)=#!
7)=>!
2AI!
2#S@#=-!D0$!IE)*+#!)==0'&)-#.!1&-E!)*!
&*.&%&.@) <!2 # <#) = #!:- #,T!5*!2AI!&=!@=#.!-0!
'00$.&*)-#!*#'#==)$R!-)=>=!D0$!N$0.@'-&0*!
.#N<0R,#*-!0D!)!IE)*+#!&*'<@.&*+!I5?!
)NN$0%)<T!
()*)+#!2#<#)=#!
:-#,!
Release Management Users’ Guide! !&
!
23435"3!(5/563(3/7!8"32"9!68:;3&
29&
!
E99%*/2H&F&&
>%$%",%&?"*";%4%*+&60,2*%,,&C.'1%,,&&
Communication
Governance to Define and
Approve Bundle (Projects/
Enhancements/Incidents) for
Release
Release Team Leadership
(Technical and Functional) to
Document Bundle including
Release Milestone definition
Release Team (Design,
Develop, Deploy)
Implements the Bundle
and Release it for QA/UAT
QA and UAT
Testing
After QA & UAT, Release Team
Leadership Plans deployment of
Bundle in consultation with CAB
and Change Manager
Documentation and Audit Trail
Post-deployment, QA and
Business Customers validate
and certify the release
Release Team Leadership
communicates release to
customers & end users and closes
the release and RFC
Release Management Process Workflow
Continual Service Improvement/Metrics
Release Team Deploys the
Bundle
&
! &
Release Management Users’ Guide! !&
30&
23435"3!(5/563(3/7!8"32"9!68:;3!
!
<%.821%O':&?"*";%&>%$%",%&C.'1%,,&
!
!!
Manage Release Workflow
CAB
Quality
Assurance
Release Team
Member
Release Engineer
Business
Owner
Approve the
release bundle to
move forward
Work with Technical and functional
team members to document the
Release Items, Release Tasks,
timeline, and assignment details
Create Release in
the system
Create Release
Items for the
specific Release
Create Release Tasks for the
Release and assign them
appropriately
Create the
Placeholder RFC
Receives an email
notification about task
assignment. Logs into
System to understand
predecessor task status
Works on the task
assignment and
completes the task
Logs into System to
update Task Status
and add work notes
Yes
Predecessor
Task
Completed?
Communicates with
Release Coordinator
about due date revision
No
Dev & Deploy
Dev & Deploy / QA /
RFC
Quality Assurance
Team studies the
assigned task and
prepares test artifacts
and executes the tests
QA
Logs into System
to update Task
Status and add
work notes
Analyze the created
RFC and approve after
consulting with the
Release Engineer /
Release Team Member
RFC
Communicates
RFC Approval to
Release Engineer
All Tasks
Complete?
Close Release
Contact Release
Team Member for
update
YES
NO
!