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ITIL Release Management using ServiceDesk

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Rubem Andrade
Occasional Visitor

ITIL Release Management using ServiceDesk

Hi fellows,
Id like to know if anybody has any experience with this ITIL item named Release Mgmt.
This is one of the highlights of the new 5.0.
Anyway , this is a very important item for us at this moment.
Id really appreciate any comments about that.
Thanks in advance.
Regards,
Rubem
4 REPLIES
Robert S. Falko
Honored Contributor

Re: ITIL Release Management using ServiceDesk

Rubem,

We are using 4.5, so I cannot comment on 5.0.

We have unique search codes. Therefore, we name the software that is under release control including the version number in the searchcode. This is necessary because the different versions of a single product will have different releases statuses, and will potentially be installed in different environments. This is the only way we could distinguish them.

We decided to separate release status for the "Status" field, because release status is not relevant for a very large number of CIs. So we created a custom field for release status, with some UI logic to make sure it agrees with the status field.

The DSL is treated as a CI, rather than a physical location.

The key benefit we are looking for from OVSD in release management is an understanding of the complex interdependencies of CIs and their versions, so as to make sure that all prerequisites are fulfilled before deploying any given release into production. This meant putting a lot of effort into defining those dependencies. On the other hand, since the release manager is the principal beneficiary of this information, he is also the one who makes sure the dependencies are up to date.

Those are some of the highlights of how we use OVSD to support release management.

-Josh
Rubem Andrade
Occasional Visitor

Re: ITIL Release Management using ServiceDesk

Hey friends,
Id appreciate if anybody express your comments about this issue specially in terms of 5.0.
Regards,
Rubem
Ken Briscoe
Honored Contributor

Re: ITIL Release Management using ServiceDesk

Hi Rubem - you say that Release Management is one of the highlights of the new 5.0. Not sure what you mean - there is no module as such. Where did you see this statement?
Unless you are referring to marketing stuff about integration of Radia with OVSD?

We tend to use the Project module to manage releases - ie each Release is a Project with a number of Changes attached. You can also have a Master Change for the Release linked to the project where all the approvals are done. No special 5.0 features there though that I'm aware of. But if there are, iw ould also be very interested to know.
Cheers,.....Ken.
My email is kenilian@bigpond.com.au
Mark O'Loughlin
Honored Contributor

Re: ITIL Release Management using ServiceDesk

Hi Rubem,

we use it same way. Create projects and using custom codes we categorise them per release.
We have a master change request for the overall release and then all the other changes are logged. All changes are releate to the project / release.
Any service calls caused by the release are related to problems and problems related to changes which are related to the release projects which are categorised by release.

There could be better reporting available between the modules but thats how we do it with OVSD 4.5
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