MTE Visuals GDS3

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Managed Test Environment MTE

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Managed Test Environment MTE

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24 X 7

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24 X 7

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http://xtest http://xdev

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http://xtest http://xdev

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http://xtest http://xdev

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Dev Test 24 X 7 Managed Test Environment MTE

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Dev Test 24 X 7 MTE

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Increase stability of dev/test Provide better outage communication Support a centralized way to report outages MTE Objectives

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Increase stability of dev/test Provide better outage communication Support a centralized way to report outages MTE Objectives

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Productivity

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Dev Test Missed deliverables Developer frustration Unhappy Customers Higher development costs Schedules Slipping Project Manager Stress

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OU Outage Notification Services Infrastructure Planned Unplanned Outage Tickets Issues impacting work Escalation MTE

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Call OSS to escalate May escalate after 30 minutes

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May escalate after 30 minutes

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MTE in Action SPIKE database SPIKES TIES

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Outage Filters are located on the Managed Dev/Test Portal webpage

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Outage Filters WME goes here

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OPEN

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OPEN IN PROGRESS

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OPEN IN PROGRESS CLOSED

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OPEN IN PROGRESS CLOSED

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The rest of the story…. The SPIKES database is unavailable? Call the Spikes team? Call the DBA?

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Dev Test MTE in Action

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Dev Test

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http://xtest http://xdev

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When impacting work After 30 minutes and no response Escalation

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OSS OSG Support Group Escalation

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s OSS verifies that there is no open Outage Notification and the ticket is at least 30 minutes old with no response s OSS tries to resolve the ticket and if they can not, the ticket is routed to OSG. s If OSG can not resolve the ticket, they contact the assigned support group. s If OSG is unable to contact the support group, the manger of the support group is called.

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Previous slide, missing reassign to another team, or cut

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You make the call

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MTE in Action

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High Priority Outage Ticket Outage Ticket 24 7 I don’t handle dev/test issues at night!

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Outage tickets are high priority. Goal: Quick Remedy Tickets are updated during resolution.

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Outage Tickets are not for “Support” or “New” work

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ASK MTE documentation leads to fewer calls.

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MTE Scorecard is on the wiki.

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IT Morning Call Madonna Tell me about this call, need a visual

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MTE Is Making A Difference

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http://xtest http://xdev

Now have India pictures: 

Now have India pictures

Scrolling services/infrastructure: 

Scrolling services/infrastructure Test and dev can be accessed by xdev or xtest in front of the url: http://xtest.home.www.uprr.com/itcatalog/request/ http://xdev.home.www.uprr.com/itcatalog/request/ https://xtest.home.www.uprr.com/emp/it/support/secure/portal/index.cfm https://xdev.home.www.uprr.com/emp/it/support/secure/portal/index.cfm If you have any access issues send me your ID and I'll try to get you fixed up.

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Created by IT Training August 2011 Audio sound track found on freesound.org music by Bebetto http://media.photobucket.com/image/animated%20clock/PrimroseSue/animated_clock.gif?o=3