Release Management

Stark Industries uses multiple software for their day-to-day business requirements. These Software need to be upgraded as and when the new releases arrive. To do so, the ServiceOps Release Management helps in managing, planning, scheduling, and deploying the software by going through the various phases of the release management lifecycle. It involves the below steps:

📄️ Release List View

The Release List View allows technicians to track and manage all the releases at one place.

📄️ Creating a Release

You can create a new release when planned. You can create it directly into the system when you are logged in. To create a release,

📄️ Release Details Page

To view the Release Details page, click on the subject of the release or View Details page icon as shown below:

📄️ Assigning and Claiming a Release

When a release is created, the default status is Unassigned. The release needs to be assigned to an agent before one starts working on it. You can assign a release using two approaches:

📄️ Updating a Release

When you are working on a ticket, you can update its basic details, parameters, other info, and various activities/actions associated with it. There are many approaches to update the release:

📄️ Release Workflow

Workflow Introduction

📄️ Planning a Release

In the planning stage, you store the high level details about the release. For e.g. in an IT organization, the release schedule and rollout can have different dates. Also, one should be aware about the plans and impact before initiating the release.

📄️ Collaboration

In the Collaboration tab, you can make notes and collaborate for the release. The tab is at the bottom of the details view of a release.

📄️ Asking for Approval

An approval process makes sure that there are no unauthorized actions. You can ask for an approval only if a technician is assigned to the release. For some, the approvals can be mandatory to process a release.

📄️ Tasks

The tasks are the activities required to release an application. Creating tasks is not mandatory but a convenient feature to effectively work on a release. You can add tasks, assign technicians, and set due date for it.

📄️ Adding Relations

Sometimes a release is very complex and you may want to divide it into simpler requests, problems, change, release, asset, knowledge, and project categories. Also, you may find other similar releases and it’s a good idea to associate all these.

📄️ SLA

The SLA tab displays the history details of the all the SLAs and UCs applied to the tickets. It displays details like name, type, target, status, updated by, elapsed time, due in, SLA percentage, overdue, start time, last pause time, stop time, pause duration, breached duration, technician group, Operational Hours Type, and Update Count.

📄️ Adding Work Log

The Work Log tab allows the analysts to record the activities they performed (along with the time frame).

📄️ Audit Trail

Audit Trail displays all the actions that you and other technicians have performed. This tab is common at all places in the system. When you are on the details page of any release ticket, it displays the concerned activity logs only. Also, you can download the entries in PDF, Excel, and CSV formats. Further, you can password-protect the PDF and Excel files.

📄️ Notifications

You can send custom email messages to a single and a group of people (stakeholders). This helps them to understand the progress and blockers in the resolution process. The Notifications tab displays a list of sent emails (1) and allows you to send new emails using the Send Email button (2) as shown below.

📄️ Overview

📄️ Use Case