A number of management processes need to be set up in the test organisation for managing the maintenance of test
environments. These are:
Process
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Description
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Configuration management
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See Processes In Test Environments
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Change management
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See Processes In Test Environments
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Release management
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See Processes In Test Environments
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Incident management
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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.
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Problem management
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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.
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Data management
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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.
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Operational Management
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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.
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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. |