your infrastructure like a

visionary, not a functionary.

Quality, Metrics Handling and Call Flow

Mandar Chitale and Mohan BM
Hewlett Packard
 AGENDA

– Quality Manifesto
– Release Process
– Call Flow at L1 and L2
– Call Handling at L3, Call Closure and Post
Closure
– Total Customer Experience (TCE) Initiatives
–Q & A

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QUALITY MANIFESTO

– We own the customer experience, and we measure quality

in terms of the customer experience
– We will understand our customers expectations and ship
products that exceed those expectations
– We will predict the quality of our products and understand
the total cost of decisions
– We will improve quality generation to generation; product
to product
– We will continuously improve every stage of our
development processes to improve customer quality
– We are the best at responding to customer issues when
they inevitably happen, and make sure they never happen
again

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RELEASE PROCESS

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RELEASE PROCESS
– Requirement Gathering
– Release Managements – Release Criteria and Checkpoints
– Project Plans and Functional Descriptions
– Review Board – Backward Compatibility
– Code Reviews and Regression Tests
– Code Freeze
– QTV
– Field Test (FT)
– Release – Release Criteria

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 OPENVMS RELEASE LIFECYCLE
Release Content Coding & Unit FT SSB
Market & Intent Release Feature Testing, FT Release Release Release SSB
Requirements Schedule Plans (Construction) Qual Readiness Qual Release
Tasks

Deliverables

Templates

Requirements Investigate Release Feature Code FT Ready SSB Lab Manufacturing

To Requirements Schedule Implementation Freeze Qual Entry For FT Qual Entry Release Release
Investigation To Commit & ( Functional & Exit Release & Exit
Release Test Plans Complete )
Sign-off Checkpoints
On-going Common Process
Status Reviewing and Reporting
Metrics Measurement and Tracking
On-going SQA, SCM, Planning & Tracking
Change Management
6 Technical Artifact Reviews
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CALL HANDLING –
L1 AND L2

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CALL HANDLING AND CALL FLOW

– Key Terms
• L1 – Global Competency Center
• L2 – Field Support, Global Solutions Center
• L3 – Engineering
• ITRC – IT Resource Center
• CCAT – Computer Crash Analysis Tool

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 CALL FLOW – L1 AND L2

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 CALL FLOW – L1 AND L2 …

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 CALL FLOW – L1 AND L2 …

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CALL HANDLING – L3

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CALL HANDLING AT L3 – KEY TERMS

– Problem Manager
– Engineering Manager
– Engineering Team
– Escalations Manager

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CONSIDERATIONS FOR CALL HANDLING AT
L3
– Elevation Level – Critical(24x7), Major, Minor
– Support Contract Type – Custom, Mission Critical, Basic/
Reactive, Warranty
– Impact of the problem

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CALL HANDLING – FLOW – L3

– Triaging and Acknowledgement

– Provide regular updates to L2 and Customer
– Provide Fix or a workaround at the earliest
– Move case to Solved if solution acceptable to L2/Customer
– Check-in the code (if applicable)

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TRACKING AT L3
– Business Reviews
• Average Time to Solve
• Average Backlog Age
• Number of Defects/Regressions

– Outage Analysis
• Number of times issues reported resulted in Outage at Customer installations

– Case Resolution Analysis

Above Helps with :
– Prioritization
– RCA ( Root Cause Analysis) resulting in Process
Improvements

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POST CLOSURE – L3

– Request for a TIMA kit or a side build kit

– Regression Testing
– Release Kit for component or facility
• TIMA kits on monthly Basis
• Update kits every quarter
• ECO kits on need basis

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TCE Initiatives

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TOTAL CUSTOMER EXPERIENCE ( TCE)
INITIATIVES

– Alignment Fault Reduction

– Patch Quality Improvement

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ALIGNMENT FAULT REDUCTION

Product Summary
DECdtm Fixed all Faults observed per DECdtm Regression suite
CRTL Fixed all Alignment Faults in the DECC$SHR images in
memory allocation routines in CRTL fcntl.
Clusters Fixed all Alignment Faults uncovered in Cluster Regression
Tests.
Volume AF seen when bitmaps were enabled in shadowing (which
Shadowing was proportional to the number of times the command was
invoked) have been fixed.
Security AF were identified in the security module and these were
fixed
CIFS When exploring a directory from a CIFS share, CIFS noticed
a huge number of alignment faults. These AF have been fixed
in CIFS 1.2.
ABS ABS team fixed in alignment faults in the Basic Engine.

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 PATCH QUALITY IMPROVEMENT

– Root cause analysis of bad patches reported from May-

August 2009
– Identified the products which request for most TIMA kits.
– Process Changes Initiated
• Each TIMA kit would be processed through TCE team based on the
impact of the fix and need at the customer site.
• For the fixes to be released services get involved in reviewing the
release notes
• Kits built will be tested by Engineering and OS regression teams.
• Final sign off done from Engineering, TCE and build
• Patch organization for easy access to services

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 FY2010 - TOTAL PATCH RELEASED VS BAD PATCHES
# OF PATCHES RELEASED / BAD PATCHES -
FY10
35

30
30

25 24

20 19

Total # of patches

15 14 14
# of bad patches
12 released
10
10 9
7
5
5 4
2 2 2
0 0 0 0 0 0 0 0 0 0
0
Nov '09 Dec '09 Jan '10 Feb '10 Mar '10 Apr '10 May' 10 June'10 July' 10 Aug' 10 Sep' 10 Oct' 10

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 COMPARISON OF THE PATCHES RELEASED VS BAD

# OF PATCHES RELEASED vs BAD PATCHES

PATCHES FROM FY’08 – FY ‘10

SINCE 2008

300

258
250

200
177

147
150 # of patches released
# of bad patches

100

50
27
18
7
0
FY 2008 FY 2009 FY 2010

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DISCUSSION

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DISCUSSION ITEMS

– Suggestions
– Experiences

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 CONTACTS

For Additional Details contact

Escalation Manager
Mohan BM (bm.mohan@hp.com
Rick Wood ( rick.wood@hp.com)
Or

Office of OpenVMS Programs

(Openvms.programs@hp.com)

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 Q&A

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 Thank You

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29 ©2011 HP OpenVMS Customer Programs Webinar