As a result of a number of strategic choices for applying e-platforms, a process had to be set up at a major telecom operator that would monitor an efficient and effective release and implementation management for corporate websites. This process management role was incorporated at a Functional Management department within the IT organisation. The websites became an important communication channel as well as an important distribution channel for (potential) clients, both for the Consumer Market and the Business Market. Aranea was able to shape and realise this process.

Context

In the knowledge that a small to medium-sized release is carried out at the production department for the website on average twice a week, this soon turned out to be a challenging commission. The scope of the Release & Implementation Manager is the entire coordination and communication, from the test phase up to and including a quite implementation at the production department, including the transfer to the regular Management department. Releases are supplied and implemented by various parties, both internally and externally. The main task of the Release Manager is guaranteeing the stability and continuity of the production environment. As a result a complete DTAP roadmap is available, which consists of several test environments that are managed by the Release Manager. Because of the many changes in the organisation it is a great challenge every time to let the Release and Implementation process function as optimally as possible.

It implies a continuous switching between Suppliers, Innovation, Test and Management employees on the one hand and the Business on the other hand. In the Business sector there is an enormous drive to innovate, which is reflected in many projects and enhancements that are developed in parallel and which must be successively implemented at the production environment. On the basis of the Release and Implementation process the right quality is monitored by supervising and maintaining the Maintenance and Support Governance, without being at the expense of the required flexibility.

In view of the number of different parties who are involved in keeping everything up & running every day and the innovation speed of the website, an integral release calendar has been introduced. On this calendar all work and changes are updated, including the matching status. The release calendar offers an important overview to all parties involved and is used to plan for all changes and maintenance work. In addition, a regular ‘heartbeat’ has been introduced in consultation with the Business and Suppliers, whereby changes can be carried out on fixed days and at fixed times. This leads to a greater predictability, so that the website is more stable.

Apart from the continuous adjusting and tuning of the Release and Implementation process, it is very important that the right persons know about the process and that it is maintained. Communicating the process to all parties involved and coordinating is therefore an important part of the process manager. Communicating the importance of working in conformity with the Release and Implementation process is part of a challenging, rewarding and valued job.