Task: Manage Escalations For Release And Deployment Management
The purpose of this task is to ensure that escalations, if any, due to failures in the Release And Deployment Management process, are appropriately handled.
Relationships
RolesPrimary Performer: Additional Performers:
Outputs
    Process Usage
    Main Description
    Release And Deployment Management process is responsible to build, test and deploy releases, thereby delivering a new functionality to business while protecting the integrity of the existing services. An issue in service availability after a new release, an unsuccessful release or a database not restored due to incorrect back out script, can lead to huge business impact. These could lead to escalations.

    In case of escalations due to delay in service availability after a new release, the cause of the delay must be analyzed and corrective actions for the same must be identified

    In case of an unsuccessful release, the Release Manager, along with the Development Team, must investigate the issue and find out the actual reason for the failure. Some of the failures in this case could be due to incorrect deployment of Release Package, incorrect Configuration Items placed in the Release Package, incorrect Deployment Script, inadequate documentation, error in the package compilation, impact of a bug which is not captured during testing, CMDB not updated properly with the current release components etc.

    All relevant stakeholders must be kept appropriately informed on the actions taken on the escalations.

    The Release Manager should keep the Engagement Manager informed on the escalations, and also plan for actions to prevent recurrence of similar escalations in future. The Release Manager must also collaborate with the Engagement Manager and work on complaints or feedback (if any) on Release And Deployment Management process.