Professional Documents
Culture Documents
2
Figure 1. A CoE is an organization Non-CoE approach CoE approach
focused on optimizing application
characteristics such as quality,
performance, or availability.
It provides a management
Role-based
and automation platform for
Project Project Project applications Project
processes, consulting, and
team A team B team A team B
support services, as well as
leadership and advocacy to
help the organization optimize
these attributes. Shared processes
and expertise
Project Project
team C team D
Project Project
team C team D
Centralized
infrastructure
3
Figure 2. The CoE evolution
features an organic evolution Key stages of CoE evolution
from addressing project issues
to enterprise optimization.
Stage 4
Stage 1 Stage 2 Stage 3
Quality and performance
Project testing Product utility Service utility
authority
– Implementing robust and repeatable processes Many companies still conduct little to no application
for globally distributed teams and projects testing before an application is moved to production.
– Verifying that SOA stays aligned with enterprise They often don’t have adequate architectural gover-
architecture objectives nance processes in place. Although not shown as a
stage in Figure 2, HP calls this “Stage 0.” Sooner or
• Measure success and compare across projects by: later, companies that have not yet implemented any
– Making changes and measuring improvements form of testing begin to experience firsthand the
– Reducing the number of overruns, slippages, and inherent risks associated with insufficient testing and
failed or canceled projects lack of architectural governance through having to roll
back applications that were moved into production.
– Enabling “go/no-go” decision based on quantifiable
business risk Applications that aren’t sufficiently tested may cause
– Verifying that service consumers will trust services problems through poor performance, security breaches
to support re-use in production, low end-user productivity, or, in the case
of customer-facing applications, direct negative impact
• Improve efficiency, development, and re-use by: on company profitability and public perception.
– Leveraging and re-using staff, products, resources, Eventually, project teams in different departments or
and processes LOBs are forced to improve the quality, performance,
– Broadening the impact of shared services security, and compliance of the delivered applications
and services and begin formally testing.
– Promoting global collaboration across the entire
application and service lifecycle Stage 1 of the CoE model, the “Initialization” phase,
– Providing cross-project visibility to verify that services is the first step toward formalizing processes—formally
testing applications before they move into production,
can be effectively re-used
and implementing some governance processes. This
stage, often undertaken at the departmental or LOB
Key stages level, helps improve application quality, performance,
and security. It implements some level of governance
HP, by working with literally thousands of customers, has while also reducing the total costs for specific projects.
found that a CoE typically goes through a four-stage The cost of correcting application and service faults
evolution, as shown in Figure 2. No two organizations found in production has been well-documented to be
have the same requirements, resources, or starting many times the cost of fixing them earlier in the cycle.
point for building a CoE; likewise, no two companies The savings in moving to this stage can be easily
take identical paths of evolution. However, the flexibility projected and estimated. It can also help organizations
of the CoE model enables companies to achieve tangible begin documenting the costs of specific quality,
results almost immediately, and to reap even greater performance, or security problems, or the costs of
rewards as they migrate to the next stage in a way insufficient governance, so that the benefits of the
that is most convenient and effective for their specific solution can be quantified.
situation. The CoE evolution features a fundamental
process, which goes from addressing project issues
to enterprise optimization.
4
In the “Initialization” phase, though, project teams in
different departments or LOBs find themselves constantly People, process, and
reinventing the wheel—wasting time, money, and IT
talent—and generating an ever-growing assortment product considerations
of incompatible tools and inconsistent practices. The
move to the next stage is really the first step toward Whatever path your company has taken toward
implementing centralized and standardized testing implementing the CoE model, it is imperative to
capabilities. This “Product Utility” model—where a evaluate people, process, and product considerations
centralized product is available as a shared service before taking the next step.
and governance guidelines are defined and integrated • People: The CoE should collect and package any
into processes—is shown as Stage 2. Leveraging this expertise and best practices relevant to the services
model, LOBs can increase the return on investment it provides both internally and externally. In some
(ROI) of the technology infrastructure by consolidating cases, you may need to upgrade existing knowledge
hardware, software, and training costs. or even bring in totally new skill sets. Because of
this, it will be critical to facilitate smooth, efficient
The next step in the evolution, Stage 3, is called the knowledge transfer between employees and among
“Service Utility” model, in which the CoE becomes a cross-LOB project teams. Furthermore, utilizing out-
central source of services and expertise to improve side experts for organizational design, training, and
quality, performance, and security. Stage 3 may also mentoring may be required. For example, advanced
include automated compliance checking of established services such as J2EE optimization or standards
policies, proactive monitoring of business services creation are specific skills that are frequently not
linked to component services, business strategy driving available within an IT organization.
progression of service development, and re-use and
proactive monitoring of business services linked to • Process: When you apply industry best practices,
component services. Typically, testing projects and you can create world-class processes. Providing con-
SOA implementations are limited in the knowledge sistent processes, built from a high level of expertise
and use of industry best practices and processes. Even within your projects, will result in more consistency,
if they’re experts in this area, maintaining expertise at quality, and reliability of applications and services
an LOB level is simply inefficient. With the CoE model, while reducing both cost and production risk. At the
a broad range of project groups have access to the same time, you need to maintain the flexibility to adapt
experience, best practices, and integrated toolsets your approach and your capabilities to different
used by the experts. project frameworks and organizational cultures.
• Product: Robust infrastructure and automation plat-
The last step, Stage 4, is the transformation to a “Center forms and automated service lifecycle coordination
of Excellence” in which the CoE becomes a routine part are essential to success of the CoE. One of the primary
of application and services development, deployment, goals will be to reduce piecemeal tools and incom-
and operation. This contributes to an organizational patible platforms among various project teams. By
culture focused on operational excellence. Under the standardizing on industry-leading, state-of-the-art
Center of Excellence model, no application or service testing products, your company can accelerate
makes it to production without going through consistent time-to-market and realize significant savings at the
quality, performance, security, or governance processes same time. Standardized CoE products can also help
and meeting agreed-upon quality and compliance your organization maintain superior efficiency of
standards. Governance processes cross organizational delivered services; automate processes to facilitate
boundaries; organizations implement automated service consistency and repeatability; and gain control and
lifecycle coordination; and the management of business visibility into CoE activities.
services is incorporated into the business operations
lifecycle and integrated between applications and
operations. Once established, Centers of Excellence
can even compete against third-party outsourcers
since they have the expertise and track record that
is unmatched by outside vendors. The Centers of
Excellence can also control delivery by the third-party
outsourcers in terms of quality, performance, security,
and compliance before it reaches the organization.
5
Making your move: From a product perspective, the move to Stage 1
involves selecting and deploying testing or SOA
governance applications.
roles, processes, and For example, some organizations begin initial imple-
mentation with defect management because it is very
deliverables easy to quantify the value from the first projects.
Additionally, test automation typically delivers an ROI
The discussion so far has centered on CoE basics: how for any application that has a significant lifecycle—
a CoE works, benefits it can deliver, and considerations that is, any important application. These steps require
for building a CoE strategy. This section provides a the deployment of a product such as HP Quality Center
more detailed look at the four stages of CoE evolution software for defect tracking and management of other
and the incremental benefits of moving from one stage aspects of the testing process, and HP QuickTest
to the next. Professional software, which provides functional and
regression test automation for practically every software
Moving from Stage 0 to Stage 1 application and environment.
Your company is at Stage 0 if it has not yet implemented You’re ready to transition to Stage 1 if you have…
any formalized testing processes or architectural gover-
nance processes. You are not alone if you find yourself • Applications with poor quality, notably sluggish
performance, or security risks
at Stage 0. Many organizations, large enough to have
an IT department, still have not begun significant • Applications that are consistently late to market and
formalized testing and governance of even the most over budget
critical applications and services. • Testing resources that are not being used efficiently
You begin the transition to Stage 1 by choosing to • No architectural governance processes
implement formalized testing and governance processes.
Benefits to expect
Many corporations have made this choice, and there
are many resources to assist you. Companies often • Increases in the quality, performance, security, and
prefer to start with applications or services that are availability of business systems
important to the business; not the most critical applica- • Reductions in high-impact outages
tions or services. This approach enables the organization • Reduced time to bring an application to production,
to gain some experience before addressing mission- increasing your ability to comply with regulatory
critical applications or services. You may also consider agencies/requirements
starting with critical applications or services that
• Protection of current revenues by reducing risks and
apparently did not go through any testing or compliance
impact on current operations
checking beforehand—where any testing or governance
will be an improvement. New roles
The second step is to identify the team that will be • Test automation expert
responsible for implementing the testing and • New skill sets might be required of the existing devel-
governance processes. opment team. Typically, a QA team is created to
Typically, for testing, this will be a standard quality implement defect tracking, test management processes,
assurance (QA) team, led by a QA manager/director requirements management processes, functional
who reports to the applications team or a QA and regression test automation, and performance
organization. For architecture and governance, it will validation processes.
typically be the Enterprise Architects. Alternatively, • Web application security testing engineer
you may wish to establish a team that will implement • Enterprise Architect
processes for specific projects or use one of the project
testing or architecture teams. New processes
6
Deliverables Challenges
• Test plans • The move from Stage 0 to Stage 1 involves cultural
• Structured testing processes in selected projects change as well as new skill sets. Project team
members must understand and accept the need to
• Test automation infrastructure
change old habits, try new tools and techniques,
• Performance and quality baselines for projects measure and report results more rigorously and
• Project teams skilled in quality, security, and consistently, and work together across the full
performance management development lifecycle. Project plans should account
for the new processes and associated activities.
• Governance policies and compliance checking
• Case studies of successful IT projects in terms of Practical advice
delivered quality • Start with processes that are high impact, such
• Web application security infrastructure, test plans, as defect management; use your success to prove
and monitoring capabilities the value of the model and secure support for
additional projects.
Products
• Focus initially on the projects with high visibility
• HP Quality Center Enterprise software where fear of failure is high.
• HP QuickTest Professional software • Position the move to Stage 1 as an incremental
• HP Performance Center software change—a natural evolution—rather than a broad
• HP LoadRunner software organizational change.
7
“With HP, we’ve substantially improved our
application time-to-market and have had
similar results in reducing the number of
bugs or problems that we have with our
applications after deployment.”
John Novak, CIO, La Quinta
8
• Higher ROI from the tools on which your organization • HP Software-as-a-Service
standardizes • HP Performance Center Implementation Service
• Faster time-to-market due to less time spent learning – Strategy and planning
numerous products – Product implementation
• Governance guidelines defined and integrated into – Center administration
– Product Utility organizational design
processes
– Product operational training and mentoring
• SOA becomes federated (but not yet integrated) – Demand Management implementation
New roles • Functional Test Automation Implementation
• CoE manager Challenges
• Product administrator • This is the first time the organization actually central-
• Infrastructure administrator izes anything, so this is the point at which individual
teams are first asked to give up some measure of
• Customer support representative
control and use a central service, which can be a
Processes difficult organizational change.
• Center management: charge-back, project • In some cases, additional training or mentoring may
communication, demand management be required for certain individuals.
• Administration: product and infrastructure Practical advice
• Operations manages business services • You can help alleviate any resentment that may occur
by emphasizing the personal and professional benefits
Deliverables
of adopting the new tools and the CoE model. For
• 24x7 enterprise-wide availability of the testing example, point out that standardizing on one toolset
applications and governance applications makes it possible to collect and use specific metrics in
• Product support a consistent way, making it easier for QA professionals
• Centralized resource scheduling and license and Enterprise Architects not only to do their jobs
better but also to share information and results with
management
other project teams. Also point out the frustrations of
• Product Utility service-level reporting traditional non-procedural development, governance,
• Basic cross-project quality, security and performance and testing processes—the inability to reconstruct what
reporting, and cross-project visibility to verify that other team members have done when they’re absent
services can be effectively re-used or leave the company; the inability to achieve com-
• Product Utility marketing within the organization pliance; the delays caused by inconsistent use of tools
or incompatible products; and so on. In addition,
Products emphasize that mastering industry-standard tools
• HP Performance Center software and procedures will help advance their skill base
and their potential for career advancement.
• HP Quality Center Enterprise software
• Assign a champion to drive the transition to Stage 2
• HP Business Process Testing software proactively (essentially this should be a CoE manager).
• HP QuickTest Professional software Since this is the first actual centralization effort, this
• HP Product and Portfolio Management software transition will require a higher level of executive buy-in
and management support. Don’t be shy about showing
• HP DevInspect software
off successes and accomplishments.
• HP QAInspect software
• Educate your organization, evangelize IT management,
Services and create workshops for the decision makers.
• HP QuickStart offerings • Don’t dictate that the chosen testing and governance
applications are required to be used on every project.
• HP Quality Center, HP QuickTest Professional
Offer services that provide value to the individual
Deployment, and Site Upgrade Services
project teams so they choose to utilize the central
• Tool Enablement and Functional Testing Consulting service. For example, for the initial projects, provide
• Quality Management Software and Process them access to the testing and governance applications
Consulting for no charge, or offer to help conduct performance
or security testing during non-production hours.
• Test Strategy and Best Practices Consulting
Alternatively, verify that the central group makes the
• Quality Management Assessments and Quality testing or governance application always available,
Planning Services applies software patches, backs up test assets, etc.
9
“The role of software testing is business critical within our
organization. As a bank, we must have stable, reliable
software. It must meet our business requirements at an
enterprise level. And reliable software also helps us
earn the continued trust of our users.“
Henri Mulder, Team Lead Performance Competence Center,
Rabobank
10
New roles Products
• Project manager • Any required product options (HP Monitoring and
• Service coordinator Diagnostics for J2EE, HP Deep Diagnostics, or
additional protocols, for example)
• Technical architect
• HP Quality Center Premier software
• Performance engineers
• HP Performance Center software
• Web application security engineers
• HP Assessment Management Platform software
• Enterprise Architects
• HP Center Management for Quality Center software
• Test engineer
• HP Center Management for Performance Center
• Test environment manager
software
• Data engineer
• HP SOA Systinet software
Processes
Services
• Center management: enhanced demand management
• Service Utility organizational design
and resource management
• Knowledge management
• Test project management
• Pilot projects
• Requirements management
• Extended quality, security, and performance processes
• Risk-based quality management
• Project management
• Test management
• Internal marketing processes
• Defect management
• Quality Management Software and Process Consulting
• Functional test planning, development, and execution
• Test Strategy and Best Practices Consulting
• Functional test automation
• Quality Management Assessments and Quality
• Performance validation
Planning Services
• Performance optimization
• HP Software-as-a-Service
• Web application security validation
Challenges
• Ongoing monitoring of Web application security
in production • The transition to the Service Utility may require some
individuals to discontinue techniques and practices
• Automated compliance checking for established
they’re familiar and comfortable with, possibly leading
policies
to resentment.
• Proactive monitoring of business services linked to
• As your organization becomes more standardized and
component services
centralized, costs are shifted to the central group
Deliverables (such as recruiting and hiring people to fill the new
roles). While the overall costs of project delivery are
• Structured automated testing processes
reduced, this can be difficult for senior management
• Performance validation and optimization to accept unless they clearly understand the charter
• Web application security validation and optimization and the benefits of the CoE.
• Training and mentoring • In some cases, the very success of the CoE can create
• Knowledge management a challenge: As the CoE gains a reputation as the
destination for the best and brightest engineers within
• Advanced cross-project quality, security, and
the company, others can begin to feel like second-
performance reporting
class citizens.
• Advanced cross-project reporting to verify that services
• Competition is fueled with third parties already
are effectively re-used
providing services to the organization.
• Service-level reporting
Practical advice
• Service marketing
• As the reputation of the CoE grows, it becomes easier
to convince executives that the investment is paying off.
Make sure the successes of the Product Utility phase
are strongly communicated among QA engineers
and Enterprise Architects throughout the company.
11
“Friends Provident’s Testing Best Practice Team utilizes
components of HP Quality Center software and HP Performance
Center suite to replace a myriad of PC-based project systems.
The new corporate system provides a customized platform for
application development lifecycle standards that has enabled
the execution of more than eight million automated checkpoints.“
Craig Gibbons, Senior Consultant, Testing Best Practice,
Friends Provident
Friends Provident is a leading UK • At the same time, make sure all QA teams and real-time visibility and end-to-end traceability; you
financial services group and a
member of the FTSE100 Index. Its Enterprise Architect teams throughout the company have true knowledge and expertise sharing; you have
objective was to reduce the cost understand that the CoE is there to help them, not centralized management and authority. And you have
and improve the effectiveness
replace them. Offer advanced classes on testing successfully extended the ROI benefits of Stages 2 and
of software testing in its global
organization. Friends Provident techniques to increase the skills of QA and Enterprise 3 to the enterprise.
implemented HP Quality Center Architect teams.
software and HP Performance From a personnel standpoint, the CoE model adds a
Center suite to deliver a robust • Achieve successes with a few projects prior to Standards and Methodology group, so you will need
and auditable testing platform, organizational rollout.
to support its global CoE Testing to identify and recruit experts in those roles. You may
team. The IT improvements included • Create a best practice repository and continually also need to hire a technical writer at this point, as
identifying and resolving issues
earlier in the testing cycle, predicting
update it. Proactively distribute best practices to well as a compliance officer who can specify what
user behavior to verify that IT met development, QA, and Enterprise Architect teams. the process is for complying with the specified QA,
the criteria defined in service governance, and development processes and audit
contracts and reduced test admin- • Create standardized templates for project initiation, test
istration through test automation. requirements, test plans, governance processes, etc. the compliance.
The resulting business benefits
included better collaboration across • Continue to evangelize the successes of the CoE. You’re ready to transition to Stage 4 when…
global teams using a single platform Make sure the CoE manager is visible to the • The concept of centralized, standardized tools and
to reduce test administration and
compress cycle times, exceptional application development, architecture, and practices has been proven to upper-level management
service levels as a result of exten- governance leadership. by the success of the Product Utility and Service
sive automated functional testing,
and reduced cost of auditing due Utility stages.
to standardized systems. Moving from Stage 3 to Stage 4 • Your organization is facing difficult compliance
The move from the Service Utility to the Center of issues or tight compliance deadlines, such as
Excellence (CoE) is essentially a means of institutional- Sarbanes-Oxley or Payment Card Industry (PCI)
izing the tools, techniques, and practices of the CoE. compliance.
This is now simply the way applications and services
• You want to verify that all applications and services
are architected, governed, developed, tested, and
follow a standardized process and meet agreed-upon
delivered, enterprise-wide. Once standards are created,
requirements before being promoted to production.
the CoE begins to focus on additional processes. For
example, the CoE team may influence the development Benefits to expect
methodology to address quality and governance issues • Extension of the ROI benefits of Stages 2 and 3 to
earlier in the development cycle. the entire enterprise
Once you’ve made the transition to Stage 4, you have • Plentiful and precise metrics that help pinpoint quality,
enough metrics, enough consistency, and enough of a security, and performance issues
track record to greatly simplify the process of justifying • An efficient, holistic organization that not only
the existence of the CoE—anecdotally as well as addresses quality, security, and performance problems
financially. You have implemented standardized services but actually helps prevent problems before they arise
and metrics based on best practices; you have achieved
12
• A true testing community that shares ideas, advice, Services
and knowledge • Tight integration of quality/security/performance/
• A cost-effective, virtually self-funding organization governance authority into organization
• HP Assessment Management Platform software • Go beyond the boundaries of the testing and gover-
nance process to create awareness and a culture of
• HP Center Management for Quality Center software
excellence across organizational silos.
• HP Center Management for Performance Center
software
• HP SOA Systinet software
13
“SOA Governance is critical for Delta as we move toward
SOA adoption. The implementation of an HP SOA Center of
Excellence has accelerated our efforts and has provided an
excellent foundation for our SOA Governance initiative and
our SOA program overall.”
Melanee Haywood, vice president, Engineering & Common
Services, Delta Air Lines
How to choose an Your first project may help you move from one stage
Delta Air Lines is a major global
airline that sought to develop new
services, but lacked a SOA frame- to the next; you may even choose to skip a stage in
the model described above. When choosing this initial
implementation path
work and methodology for its
projects. Delta was experiencing
project, we again recommend that you work with a
Tuxedo point-to-point services
migration backlog. It needed a trusted advisor who can help guide the specific project
reference architecture and gover- Planning the implementation of your Center of Excellence with the end vision in mind. In addition to fully testing
nance to improve its service levels isn’t a small task. Because there is organizational change the specific application that you choose, be sure to
and address significant operational
challenges. HP helped Delta design,
involved, there are many aspects that need to be create the appropriate organizational structure and
implement, and deploy a SOA considered. Fortunately, you can take an incremental processes that will enable you to address additional
Center of Excellence. HP also approach to implementing your CoE. applications. Make sure that your team becomes self
provided a service factory approach
to help Delta address its services
Companies that are successful implementing a CoE sufficient in the usage of the testing applications—
backlog. The implementation,
including SOA lifecycle methodology, always focus on specific problems that need to be especially in the new processes that are created.
reference architecture, governance, solved. The CoE addresses those problems and, in so When first implementing a CoE, look for ways to reduce
and quality assurance, was on a
TIBCO ActiveMatrix and J2EE doing, provides value either through reduced cost or risks. Two risks that are easily overcome are those
technology platform. The business improved time-to-market that can be used to justify associated with knowledge transfer and the administra-
benefits enabled Delta to improve
further investments in the CoE. tion of the testing and governance applications. HP
its time-to-market by 50 percent;
achieve services re-use of 50 percent; Software-as-a-Service can dramatically reduce these
improve its service re-factoring by
Typically the most difficult stage to implement is the
20 to 40 percent; and accelerate first one; whichever one you may choose that to be. risks while at the same time reduce the total cost of
its maturity and SOA deployment There are a number of issues that need to be addressed: ownership of the CoE platform.
by one year.
finding a champion in the development, an Enterprise
Architect and QA groups; communicating to man-
agement the long-term vision and value of the CoE;
HP Competency
finding the appropriate funding model; overcoming
organizational resistance to change; building new skill Centers : building an
™
sets; and others.
14
addition, HP Software-as-a-Service can provide you
with a pre-installed and managed Center platform, Summary: the rewards
together with mentoring and coaching services to
support your move to the CoE model. of CoE evolution
HP helps our customers design, implement, and manage The CoE model has already proven its value at hundreds
Centers of Excellence with our: of companies worldwide. The CoE is an efficient change
• Unique, CoE-specific products to support geographi- agent, which drives optimization in an organization.
cally distributed teams and projects Individual initiatives or per-project attempts to achieve
better quality typically have a very limited organizational
• Enterprise-scalable products, services, and best impact—and major roadblocks often occur when
practices to design, implement, and manage Centers implementing them. Deploying and evolving a CoE
of Excellence enables organizations to improve application quality
• Holistic approach to quality management and service and performance in an organized way, at its own pace,
lifecycle governance encompasses people, process, while simultaneously cutting costs. It provides greater
and technology visibility into the application lifecycle and provides
• Focus on automating the entire SOA governance metrics for improving quality and performance in a
process including lifecycle, policies, and service rigorous, consistent, procedural way. And it appeals to
both engineers and managers, offering a compelling
consumption relationships.
new alternative for skill development and career
For more information on how to build a CoE, advancement.
download our eBook, “How to Build a Center of
Excellence”: www.hp.com/go/coe-ebook.
15
Technology for better business outcomes
To learn more, visit www.hp.com/go/software
© Copyright 2009 Hewlett-Packard Development Company, L.P. The information contained herein is subject to
change without notice. The only warranties for HP products and services are set forth in the express warranty
statements accompanying such products and services. Nothing herein should be construed as constituting an
additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.
4AA2-4224ENW, February 2009