Task: Maintain A Test Environment (SP)

A number of management processes need to be set up in the test organisation for managing the maintenance of test environments. These are:

Process	Description
Configuration management	See Processes In Test Environments
Change management	See Processes In Test Environments
Release management	See Processes In Test Environments
Incident management	The process that is responsible for solving defects in the test environment during the test as quickly as possible. It also covers defect management: handling defects during testing. These do not only have to be defects in the test environment, but also defects that result in a change in the software or hardware. An important part of this process is setting up a service desk, which is used to handle queries and complaints of clients relating to the use of the test environment.
Problem management	Where incident management is responsible for solving defects as quickly as possible, problem management focuses on searching for a structural cause of defects and disturbances. This often requires more detailed research. This is done in consultation with developers and technical and functional administrators.
Data management	Every test and environment sets demands in relation to the availability, scope and content (correctness and completeness) of the data. For instance test data, but also necessary user profiles or network addresses. When the various types of tests are executed, the right data need to be available. This process is responsible, including the execution of backups and restores.
Operational Management	This process is responsible for keeping the various components in the test environment operational and monitoring them. This is done in accordance with the requirements agreed with the client.

Very likely, the various departments supplying the environments to the permanent test organisation already work conformable to ITIL. In this case, we recommend using existing procedures, processes and products already available in those departments for the subjects described above. For instance, the permanent test organisation could use the service desk tool already implemented by an IT helpdesk, if it exists.

Different interests

A potential bottleneck when a permanent test organisation maintains test environments is the difference in interests. A test project has other interests than the test organisation. The test project is accountable for a project result, often the deadline is sacred. The manager of the test environments is accountable for other aspects, often things like the quality of the environment, robustness, availability, consistency of (test) data, or the speed with which an incident is handled. These are translated to so-called KPIs. Being able to work according to an accountability model based on KPIs requires formal processes. In situations in which the test project asks for speedy action (e.g. when the deadline draws near), this formal working method of the test organisation may seem ‘bureaucratic’. It is important that both parties are aware of, and understand, the difference in interests and, in the case of (potential) problems, try to find a solution.