Transcript for:
Overview of Software Development and IT Management

[Music] so good morning everyone so I had a chat with our module singular module lect so that's why I got late so we were discussing that we are not getting feedback from you so that's a weest body that we have uh we don't know whether the required knowledge being transmitted to you all or whe been transferred to you uh so please then any doubt or any clarification that you need please talk to us so then we can give you whatever necessary uh input and advice even you can explain it more then only you will definitely understand the subject and you will fall in love with it definitely this subject as Bankers you should fall in love because uh our main intention is to create some uh liking towards this subject so then you will definitely continue your learning on this so then definitely you have a brighter future as a bank all other modules must have this is something that really going to make the change so it's something that make you stand out from the rest so please uh have an interact try to have an interactive session and whatever the clarification please feel free to talk talk to me I'm very sorry I can't understand tamy but single and English definitely I I can manage so like so today uh we had a lengthy discussion about the system development or software development life cycle last week any clarification that you want to have so more or less what we talk last we was we need systems or software to be developed in the banking day to-day activity to improved either in terms of uh say existing system improvements or some system errors to be fixed or also something new to be introduced to the industry or to your customers in the bank so that's the requirement of software development life cycle in our module that's why we discuss about because whatever the product that we develop or modify or amend or do any change it's done today's context through system all with the support of ID software so that's the whole story that we discussed last we there uh we found I'll discuss start the see so I'm sorry uh today we have only the PDF available so we'll move with it um yeah so this is the big picture that we talked so uh systems softwares first what we understand is we have to understand what is the requirement so that is you call the St of requirement analysis so then we talk about designing a solution for defining uh what is exactly the problem and try to understand what you should be uh design and address so the second third would be designing a software so then coding is a part of the next part where that you really involve in developing the support of it people so then testing is required because whatever you develop should address the problem the initial problem that you found in the requal then deployment State we talk that it is what whatever we developed and tested uh should move into the production yeah that customers or the internal customers would be able to use make so that is the main steps of system so software development life cycle maintenance would be afterwards so after mov after start using it you have to maintain it uh to continue the service so maintenance there can be bug fixing or some improvements everything comes into that so if it is something totally new it start with the again from the first one requirement analys so that's we discuss in in depth that we discuss about uh three important things uh examiner might dig into detail and question you we talk about a document called URS user require user requirement specification where that we have all requirements specified in the document mainly by this product development team or system using internal Department team who wants the development to be done will be giving their feack to develop this document and then we talked about another thing called system requirement specification where a business analyst come into the picture getting uh looking into the URS prepared by the business team or the product development team and they will be looking into the system requirement what are the systems that we are going to use to develop this or to solve this problem or to uh cat this requirement so that is the system requirement specification that talking about so then again we talked about another thing called story uh user stories so where the user stories is developed by uh normally business analyst uh people like you all who's having a fair bit of knowledge on it the systems that bank department is using and then they will be talking to the business team or the product development team and ask or sometimes even you talk to your customers do through a survey and see what is exactly customer wants So based on that that understanding this business analyst going to prepare this user stories each and every uh requirement will be detailed by him uh step by step so we are the development team coding team for the software Engineers would understand very clearly what they should be doing to cater this requirement they only then only they can visualize they want a string like this hanging on the tree if you can remember last week so otherwise they will develop something yes right so uh those are things that we just discussed so uh I was talking to this talking about this right so um yeah today we'll be talking about we sto here I can believe if I can believe correctly so um what I explain is software development has that those stages to be followed it's it's Universal and then how we do this we can adop different method of doing uh going through this life cycle it's a life cycle sof development life cycle is universal because those are the main things it's like uh we yeah baby then becoming a toddler then that life cycle of a human being something like that so now here we are talking about uh some people can do pass through their life in different different Lifestyles so those days been we saw that IG people then Tri tribal people then we talk about even Nations they they gr up and live their life different so like that here also software development life cycle can be adopted or can be passed using different models so this is what we are going to talk about so there we talk about mainly waterfall model then Rapid or the uh rapid uh adoption development model then spal model V model incremental model agile model and iterative model and B so these are all theories uh so because way you do differently being narrated or described and uh designed for the easy understanding sometimes in Practical scenario you may be using a mix of it because you can't Define and say no we using this so it's not practical sometime because when you come into the real business you sometimes use different methodologies to come out of with the problem so uh so we'll understand because when you go into detail you realize so there's no hard and fast R you can adopt whatever the required model re as for your requirement so it can be changed um there are certain systems also systems there for you to use this model plan your development for example U some companies use different modeles or data recording uh systems to manage these uh workflows so they are using maybe agile maybe uh rapid model maybe spiral whatever they can have their record because if you're managing a project it should be recorded So that also you have systems or databases you call it normally flow uh workflows uh people or the organizations use that to manage their development projects properly so that is kind of record keeping process right so let's uh talk about what is waterfall model so what do you uh understand by waterfall water of voling from from higher place to uh uh say to something right so what you uh why we use this word have a Cas waterfall when you water comes down stream you see that it's going to a particular step then it breaks there and then fall into the next rock it goes like that so uh whatever uh to to come to the middle stage it has to pass the first step stage of the waterfall or state so like that here also you have to complete a process and come to the next level so that's the understanding you have to complete the entire process what you have designed so that that will only make you go to the next stage for example Now product development life cycle we have design user requirement identification all that thing now in this model what you see it has to be clearly defined and complete it if you want user requirement complete it then only you go to the next stage so development testing everything El testing phase you do the testing complete it so like that you have to understand here there is no going back because like a waterfall it's Fallen it's gone that water has to come to the next level you can't take it back to the uh top so it has to complete and come to the next level so that should be the understanding so this is very old model I would say because it takes lot of time for you to understand and confine a particular pH and uh complete it so you can't change it you can't Al it but you know today's context things are changing so it's going to be very difficult for a project to run in that manner because you had forast and see under this you'll be touching only this part and we have to complete so it's not uh you in today's context in a very big manner but if you really knowing your subject and know the requirement you can follow this step but uh ideally speaking this model this particular model is not being followed so the waterall is universally accepted system development software development life cycle model in this model the whole process of software development is divided into various faes so the faces whatever they are doing they have to divide into faces the waterall model is a continuous software development model in which development is seen as a flowing steadily down like waterfall through the steps of requirements analysis design implementation testing validation integ so you can see so if you come to a particular State you can't go back and do changes so that's why what you call waterfall first thing has to complete first then you go to the second so something like that so that's uh you can even say this to the next next model also because it's no big change you would so here um we can uh summarize it in this manner requirements that is the requirement analysis you could say requirements is the product requirement documentation that is URS or new product development the design design again the system specification uh system architecture implementation is the software that developed software will be implemented in the live environment so the verification M us you could see uh this flow should go like a water flow for downwards there is no going back so that's the understanding should be so uh it's it's where uh system development of software development vment will be adopting the software development life cycle as a waterfall or a continuous process each divided into various stages and each stage has to be completed first before you go to the next one simple as that so now the waterfall is clear right any clarification that you need on word waterfall so for the benefit of the L comers let me explain again uh you Miss much uh I was talking about uh we are talking so my friend so um good morning can talk right so since you are the only one who what do you call openly said that following it so I want your valuable feedback so according to your experience in the bank at present are your experiencing this waterfall method now your project man are using it no right so because it's like uh it's like accepted model but you can't stick into that because there are changes happening so so you can call it the minute that you go back and change your URS oh as there going to be change in your development cycle then you can't call it a waterfall because you are changing going back and changing it so that's why main reason you can't call uh even you start as a waterfall method you can call yourself that we are following waterfall method when in com to development but if you are in practically if you going on changing continuously uh very flexible manner then you can't call waterfall so that's simple idea so waterfall is you are breaking down your system software development process into various stages and you will be going completing by First Step each step and going then you moving to the next one so that's a simple understanding you should have about what fall method if exam ask you what are the system software development life cycle models that you can use developing a system a product in a bank in your bank you can tell this also has an sample okay that if you not for sure that this is your requirement and there going to be nothing changing during the development life cycle you can follow this for sure because you know we certain there are going to be no changes during the project okay right then the rabit application development is application means again software or your system what you are developing so rapid what do you understand by rapid anybody has seen this Kar Jo coffee with Cur no you no rapid fire questioning Haven SE someone asking questions so it's like rapid fire so it's so fast so rapid application development is you are doing things fast so normally uh where you will find this kind of requirement some there should be some urgency right that should be some urgency maybe due to competition so compe is coming in and management is getting some you know pressure from even the investors so they will be meeting their board level committees so then the for example technolog V level technological committee uh members may be coming from experts and they will be putting pressure to CEO and CW whoever uh in what you call AC members of the board are saying that why you are are not evolving like competitors so then Bank management has to do certain things faster there's going to be urgency so then we need some uh methods of there should be some room for us to do development system developments in faster way rather than confining into a very methodical hierarchical process so there are you could see uh rapid application development process is an adoption of the waterfall model targets developing software in a short period so there you can see if it is urgent you know that you don't have any provision to to change us right so either it is a bu fixing or a particular development or Improvement you have to do it fast say now you have uh a staff leaving your bank in a very uh rapid so then you need either you have to need some expert staff coming in to do that manual work or you have to automate so like our friend explained the other day that how they're planning to automate this Branch confirmation module lat is issuance right so that's going to be a major improvement with regard to the staff involvement of the BR so that has to happen fast so you can if you know for sure what is exactly you want then you can adopt this model so you know these are the formats to be used it's being confirmed and there are going to be no changes then definitely you can do follow this but as he explained that they are going with the spiral model because we'll be talking about it I'll explain you why they using spiral model that is the most scientific method to be using that scenario but if it is really knowing thing that you can adopt and change in a very rapid manner you can definitely adopt this so you have the rapid model is based on the concept that a better system can be developed in a lesser Time by using focus group to gather system requirements so you'll be using focus groups to gather requirements and then you'll be quickly jump into the development and doing it so business modeling will be handled by a business Le team a person from the business will be leading that team and they will be decided particular business model now the L issuance they will be deciding who will be how will be approved and how this flow comes in all these things will be that particular business model will be designed by a person who's from a personal banking obviously from Personal Banking and operations coming in and they'll be deciding how it should happen so there are some going to be regulat also compli internal control requirements so those things should be confirmed by them so there going to be a specific team appointed to do that then the data modeling then how this data should be collected and how it happened it should be decided by business analyst and data persons who's having knowledge and access about data and systems so we there will be predominantly uh leading this team and coming up with Solutions how to information on storage everything will be look by them then the process modeling process modeling obviously come by the operations team or the operations Excellence or uh Team who definitely knowing more about lean management Concepts because they come in to make things easier if you're implementing a system it should make things easy for you it's not it shouldn't make things harder right so then you will feel like why we have this system there are several logins several approvals and say or processes to get this small thing done we would have done it manually so that could be the user feedback if we make things complicated so make those uh say if you designing something rapidly to solve a problem that should identify the requirement and also that should give the best process best suited process to solve the problem so then process modeling will be done by lead management experts or operational experts in the organization of the bank clear then the application generation obviously going to be take people take is will be coming in so they know now what are the data how the business thing requirement is and what are the data uh data that sources that you'll be using to support this solution and then application generation obviously by the IT team lead by uh project manager and the business Ales so they will be a system architect those people will be coming and testing and turn again it's a joint what call Process developers also will be testing and also the user Department whoever now in in his case definitely user operations team will come in and they will first test whether the system is uh call error proof then they will be given selected by any improvements needed there are going to be another cycle coming to do the improvements am I correct so please correct me if I'm missing something or if you want to add this is not like you know school days whatever you have please SL with the team so this open and now also be so the next model we are talking today is spiral model so spiral what you understand what do you understand by spiral going right right so uh then the spiral model is a risk re process model so you have to understand that risk re process model so we are now adopting the same system of software development life cycle but here what our concept is previous one was R address something fast before one what you said talk about this very methodical way traditionally one after the other now we are talking about the spiral model so there we talk about the same stages of the life cycle and how we are going to spend that life cycle how we are going to uh pass through the each stage here what will happen is we'll be passing through maybe the same stage several times during the product development or solution development or the software development got it so now we have four four five stages now here what main four five stages so those stages will be followed uh pass by this particular approach maybe several times quf only once after you pass first rock you will be the water will be hold the second Rock so you can't go back to the first one here the water is will be cir then uh this uh software development life cycle model helps the group to adopt elements of one or more processes process models like waterfall incremental here's a duplication so incremental and waterfall can be there but here what happen is it's what waterfall like waterfall like you following everything defined and you're completing a cycle but when you come towards the end of the cycle you'll be starting a new cycle because there are going to be new requirements coming in but why like waterfall means waterfall you have to follow each step and then go to the next so now we are completing all five six stages and then you come to the end you think but it's not the end then you find a new set of requirement then you go again Define everything for another five stages of a life cycle and you go through the life cycle again so that's why it says so that's why it says it's incremental or the waterfall uh can be seen in this spiral model also right so uh the spiral technique is a combination of rapid prototyping and concurring designing and development activities what do you understand by this combination of rapid prototyping because you are talking I don't know I'm trying to transfer whatever the knowledge I have I'm finding it very difficult uh to understand uh the level of understanding of you about the subject so what do you understand the Prototype am I correct so the the main you can imagine how this main prototype of this would be uh somebody with the analog mobile phone coming up with a small camera and taping it and thinking about why we can't have both together so that would be the first prototype so then they are thinking about connecting two systems so first prototype would be you know like when we small days when we were playing we were connecting things and trying to you make use of those model so the model is whichever the the the solution that you think can be used so normally it's not sophisticated like the final end product it's always come up with uh tested version or testing version so it's a demo version you call it so prototypes always uh develop in systems so could be advisory or maybe a given thing so all prototypes will be used to see because then only you can test so here you can you talk about the combination of rapid prototyping and concurrency in design so you can you design something uh and then you test it and go through the cycle and then you Des think of incre increment now here we talk about waterfall so waterfall method you use to design that first prototype and the first prototype will be developed through that cycle first cycle first cycle need to be completed user requirement design now for this example would say that phone and the camera together so that Proto prototype will be now designed and then they go and one cycle will be completed there you can see the camera hanging from somewhere else and then it's not usable so then the second prototype second requirement you will say no we have to integrate the into the phone should not be a separate device connected to the phone so then the second design will be there requirement everything will be confirm so second waterfall will be starting in a as a incremental to the first one the first waterfall life cycle was finished then you go another water cycle waterfall cycle in product development to integrate the camera into the device same device so then you can improve no we need four camera ceras or three cameras or whatever and the each cycle you can add on or increase the or it's going to be incremental waterfall so that's how that's what the expl explation that in each cycle in the spiral begins with the identification of the objectives for the that cycle so you I explain that so each cycle of this uh spiral need to be understood that uh confirm the different Alternatives that are possible for achieving the goals and the constraint that exist so when you confined in this uh each cycle you have to understand your constraints and requirements everything has to be clearly understood by the team the next step in the cycle is to evaluate these different alternative based on the objectives and constraint the focus of evaluation in this step is based on the risk perception for the project now we does when we use this spiral why we use it to address risks so now we understand that there are risk now went for this example that we taken that there's a risk of that the plug-in for camera can be removed or stolen or could be lost or fallen so those are the risks that invol I'm just taking a very lame example for you to understand so now to eliminate that risk now we thinking about let's integrate into the uh device so like that even in our business context when you go for the spiral model normally you do for internal process development kind of things so those are really necessary to go through the uh risk proofing uh process so here it's allow you development team to check whatever uh the risk um exposure uh during the development cycle so that's what they say that main objective is to identify each risk exposure at the end of each life C each cycle and to address it there can be risk involved or in that particular development after completion so then team will be sit together and designing what to do to eliminate this risk so then you'll be designing again as an increment to the initial product or prototype and you are developing a new prototype or more advanced prototype the you are okay right so please ask me questions so uh then the next thing is the next step is to develop strategies that solve uncertainties and risks this step may be involved activities such as benchmarking s simulations and prototype so here that you see during this cycle or the spiral cycle you will be addressing risk uh and you have to have strategies to eliminate all these risks and unties right so if you take if you take this um what do you call Image you would see plan would say uh call requirement analysis and all that designing all that comes under planning cant and then the risk analysis you see you are starting with that and then you go Round and Round Here each circle we be completing more or less all stages of product development life cycle this then you come to the engineering the testing then again go back with the project evaluation so IDE speaking first round when it comes to this uh end of evaluation that is testing and verification if you have done properly you should stop your project there then you come to Val life if if you if happy you can deploy that right you get my point if it is if it's it is really addressing our requirement if there's no risk you can definitely go to market to implement it here now what happen is when you reach here you decide you understand there are certain more things to be addressed with the Prototype because when you jump into the river only you will see the uh the problem then you come across with so many problems after you start project so that's why I said you can't stick to a waterfall method in context because the requirement and the wants and everything is so diverse and it's constantly Chang so when you come here we going be whole lot of things uh demanded with the product so you will again at this stage you will be redefining your objectives with this product or this solution we have to address this s earlier we decided of issuing letters now he'll be having a problem who will be approving this product l or he'll be having his team will be getting a problem from another department saying uh how many reports it has been issued uh how you have this audit report they going to be is there report so now say initial Focus you didn't have a report for this product now he has to design with this cycle they'll be bringing in a report generation also so now with the report generation they will be going and again doing a prototype and they'll be coming up and testing how reports are getting generated at the end of the day and now they comes here the team come here and now there can be another requirement now the reports are getting generated but who called the report letterer who issued the report the users level uh information not being captured in the report now the final audit team comes at says okay everything is perfect now datas are getting generated uh content is clear uh requirements being handled all the letter all the requirements are received by the branches can be accommodated through this system and end of the day report also available for man but unfortunately who issued who request the who generated the report is not getting record now at that stage that's the final risk uh that you have to address in this particular case I'm taking his example so he also can contribute so there again that audit tril needs now bring in date stamp and the user St so user information will be captured so that is small configuration by the coding team so they prepare the document now the initial URS user requirement specification now getting updated each cycle so the objectives been new objectives been included to that and then the development done it comes to testing all gone through finally now the audit team also have now all the risk are being covered at that stage so then only you decide with this model we are fine now we can deploy this to our main frame and make use of it so I believe now you understand it's waterfall uh it used in incremental Manner and then finally it goes several rounds or several uh cycles and completing uh because you are addressing the the risks exposure several stages to come out with the perfect solution are we clear then rap are we clear with those three my friend do you have to address anything here your good name sorry CL anything else that you think that team should know he must have done this you know like now several modules we must have touched anything else that practically you want to tell sh with your team okay should be enough for you to bet on the examin questions because he's he has asked so far he has asked this question what are the the models that you can use uh for system or software developments in a bank that's a context so now we he might ask this time so what are the most suitable uh models that you can use for this or that there can be very specific development as he said or maybe internal process Improvement or totally a new product introduction so he can ask something like that so we have to be ready because the same question won't come again so that you have to understand right so next is V model what do you understand by the V you got you are getting this documents before I class somebody else would be reading it or you'll be reading it so what do you understand by B because why I'm saying then this should be registered in your mind you don't have to spend time reading this so waterfall remembered then we remember the rapid thing and what called incremental means use it in the spiral Spiral we remember now this V means verification and also it's uh it's we uh I'll explain you with that image so it's verification at each state so every state you have a verification normally if you can remember uh we do the requirement and then we do the uh defining of the the project and then we de for Designing and then the uh development and then only you come to the testing or the verification now here the verification is everywhere each stage you go through a verific ation uh process so which means that everything will be verified so you you will see that this is more controlled way so you are verifying whether it is proper or whether it is acceptable or feasable at the state so in this type of uh uh software development model testing and the development the steps is plan in parall so development and testing plan in parall so uh even design system uh system requirement specification everything will be test that each everywhere whether we are using the re systems and whether the systems are working those Integrations are uh in order so all these will be tested before you go to the end of final testing or the developer testing so each will be tested then and there so it's like bulletproof uh when you go to the uh towards the end you won't get that kind of Errors so sometimes there's integration error there's nothing coming up so when you test certain results are not coming out so then you realize there's a small integration error in the development so then you go back and do those uh improvements whereas in this particular mod model you will be addressing that at the each stage so at the final stage you don't have those you know clumsy ER and you don't have to worry about it so now if you can remember I told you that at present in practical way that you don't use that we are going on V model no not that the case so even in incremental model you can adopt this it's a matter of you're verifying right so you can adopt this into your whatever the model that you use you can use it so it's nothing uh nothing to get confused so you can adopt this best practices into your whatever the flow that you follow so that I that's what said there can be a mixture that when you go to the Practical uh usage some banks or some institutions can say that we have to test before you go to T integration test must happen so those things are now becoming normal thing because otherwise they going to be a repeat or repetition so there are verification phases on the side and the validation phases on the other side so you mean that the V two arms are there so I will go to the image and see the V model joins by coding pH so finally everything is been tested and verified and finally only you will go to the coding and finalizing the code so all previous stages will be verified by the respective Authority so you can summarize it in this way so you see the requirement Gathering accept accepting testing so acceptance testing means that so the user requirement Gathering you have to somebody is preparing this is user requirement so that has to be accepted by all stakeholders one user maybe most key user may be developing this document but for like the example that we have taken there the requirement was issuance of letter so personal banking team wants to address all the letters through the module they say that own that's what they tell they not bothered about the test to the person who's calling the report and at what time those things are Irrelevant for them they need to support the customer then and there and solve the problem customer problem that is Branch Banking or the personal banking it's requirement suppose now this user requirement is developed by them they are not bothered about other requirements right central bank requirements or the audit committee requirements they are not right data storing those things are not gathered so only that will be addressed if we have this acceptance testing so acceptance testing where we go and get the verification from all stakeholders who all key stakeholders I sorry information security we go and ask this is the development we are going to do to address this Branch level requirement and this is the solution that this is the requirement they have confirmed I will agree then they will tell no we have to store these documents whoever issuing this should be put their final signature digitally and that has to be arived in our system in case of the protest or then you can say that all the final letter after signing it has to be again scan and uploaded to the system based on the develop system that you're using so then only that particular cycle will be complete till then the person who called or person who approved should be liable to complete that work workf so when you're issuing you sign an issue and then you have to Archive it soft copy and keep it in the system and close that Journey so that is is audit or inter control team comes and tell this also should be in the user requirement document now you understand right so the user requirement document is not being accepted by one particular stakeholder it has to be accepted by all relevant stakeholder and confirm then that pH is developed and verified agreed clear then we go to this next level it's more uh technical the system analy analysis where that what are the systems what are the databases that you're using and how you're using all these things will be confirmed by relevant stakeholders and that has to be confirmed system testing normally a technical uh system architect somebody will be approving that this is in order then software design that has to be again uh by technical team they'll be confirm with the integration testing so this is perfectly all right so you say that could be integrated and this is possible so those things will be confirmed and this is how you should do it or everything will be captured then the module design that is the unit test so each module design should be accepted by the particular unit okay so either maybe the developing team or will be the particular team that is Us in that particular module that unit testing has to happen and that has to be confirmed so normally rate testing is the user Department in his case uh mostly personal banking team and operations team will be testing and based on the test scripts uh the other stakeholders will be take checking whether when they complete the user uh testing uh with the required documentation report everything is being happening properly they will be questioning and uh testing so that is uh unit testing finally the coding will be uh done parall everything will be happening so you can see parall everything is happening and ultimately the docu the development should be uh error proof right so it's already verified so it's a matter of staging testing that you to do uh whatever you have tested on the test bed now should bring it to a level for staging before you move to the L and then you will be testing whether it is working fine so if the both environments are same it's very unlikely you find errors at the staging level so you can immediately move to production clear right so the incremental model incremental model is not a separate model it is necessary series of waterfalls that we discuss this so I think before we come into the spiral we discuss about this so here something very important they're talking about um uh the process is repeated with each release adding more functionality until all requirements are made so that's why it's incremental you call it it's it's not the initial thing that you started it's having more more uh coding or more improvements uh with the each cycle that you go through uh as incremental model yeah here there's another thing that we have to understand after the modification to each incremental model allows development Cycles to overlap after that the subsequent cycle May begin before the previous cycle is you find some issue then you decide you don't have to go through the next stage or you don't have to go to the full testing the initial testing itself you find there's a new Improvement to be done something is lacking so no point to go through the full testing so you immediately tell we'll do the we'll start the next development cycle and improve it so simple like that so that's why is saying that you don't have to go through the entire cycle if you find there a exposure you have to immediately atten soile model agility AG something that you all have will be having less when you grow old agility is L those things are so those are which means that flexib or that you can agile agile means that you can flexibly move with the system more you can change uh so you are you are uh ready to change and it's you are more what you call resilient uh so but it's not very strict like waterfall that if it is this you have to do this then you go to the next it's not like that aile is always giving room for you to grow and uh change accordingly and it's very flexible so in present days context um most of the developments are happening in agile manner because it allows you to be in place with the system requirements or their customer demand and the technological advances happening in the industry so most of the time banks are using it because it's mobile driven world so most of developments are happen focusing on that mobile first concept so because of that the agile model is frequently seen in uh system or software development Rel to fex and the bance so agile methodology is a practice which promotes continuous inter interactions uh of development and testing during the process of any project so testing and development they go hands in hands so they talk to each other they immediately they test because from the first stage itself they testing team also getting activated so they are very Gile and they say okay next Sprint we'll do this to and improve it so like sometime they during the testing stage they will be coming up with a new version release so they said we no worries we'll do that change so that's very agile so development team are not bound to a particular document in such a way so that kind of changes are accommodated in the Gile method the entire project is divided into small incremental bills so what you understand by that entire project is divided into small incremental bills and System project management we have to follow project management concept all the uh uh modules and there that we have work breakdown structure and you are breaking each work and assigning responsibilities timelines dependencies all these things are given in a project development uh proc during the process project manager looking into those things so there now here what we talking about these projects will be divided into small incremental builds builds mean a development or a version build developed and given so that build will be first attended by the development and then will be tested and then it has to be completed first sometimes this build will be happening parall one particular module and the compliance module has develop par so then interdependence is there so for us to test it both fill should be completed and come on to testing stage so they are going to be uh incremental bills uh so it's easy for the project manager and the team to work because you are confined to particular small task so then they'll be burning their resources to develop that okay any clarification boring what to do so um so that's understanding should be uh the small bills and uh so the project team will be focusing on that particular element only so now for say example application you're talking about only the uh initial State signing in so signing in will be completed and then will be tested so any agile software phase is character characterized in manner that address several key assumptions about the bulk of software projects the buk means the entire project so it is difficult to think in advance which software requirements will persist and which will be change it is equally difficult to predict how user priorities will change as the project proceeds uh let me give you a small example uh say now you are developing a particular application to onboard a customer de so uh in this is a real life case I'm telling you so when we started this in 201920 uh the systems what we have to use were not at uh at was not at this level they were not that developed and even finex were not up not up to that level uh sometime Banks or institutions lent up to the market with uh free source licenses so products so so certain things are not even accepted ultimately by Central Bank so um what I was trying to tell you is that the systems availability they using the right thing is cannot be predicted at the first stage itself now if you say that we are going to use only this system uh it's not acceptable in present scenario because as we develop even Technologies outside Technologies services are also getting improved because when there's a need new need comes in everybody's working on that so video calling how to support a video recording and storing all these things are parall developing uh either side so so when a project team in a bank in isolation when they planning we'll decide we'll use this particular element or system or software to develop our module customer body module but the problem is by the time when you complete it you see there are more advanced or more sophisticated Technologies can be used for video recording or maybe down the line regulator can come up say that your video recording has to maintain this level of quality and this level of security standards so then comes the problem how can we use a free source application and accommodate or address the regulator so then you change you get my then you to change it so something like that so that's why it says the agility agile that you can change it so here it is very difficult for us to say forecast this should be the exact system or software that we should use for this so because of that this agility is there for us to change so agile is the flexibility is there for us to say CH so the next thing is for many types of software design and developments are inell uh so that is the both activities should be performed in tandem so that design models are proven as they are created it is difficult to think about how much design is necessary before construction is used to test the configurations so certain elements that you need to use you have to live together so those should be tested accordingly and to prove it whether it is working fine so uh so obviously you need to have flexibility or the agility to if it is not working you have to use some other alternative methods so the example that we use so we initially use some way of uh video recording or video calling or video streaming then we went to uh internally developed thing finally we went to uh more sophisticated uh Advanced security module before we go Al so there were three uh development Cycles went on with the same module before we go live to satisfy all stakeholders so because of the agility agile model that we use we have that flexibility to bring in those changes within short period of time analysis design development and testing are not at not as predictable from a planning point of view as we make might think so we understand now it's not like waterfall so you can't plan perfectly uh because things are changing not only uh internally customer requirement technological advancement and also internal requirement so so because of those uncertainities using this model is most practical uh in present day context okay there's room to grow and room to change specification like you have to stick to that right and here you can see here the two to three months that is I told you you have small builds of The Bu project and each build need to be tested then accepted or then ex next one will come in either incremental or the next module so this they call it Sprints the project IT project managers they know they call it Sprints and they uh uh the each Sprint now here it talks about two to three month normally in present day scenario it's for to uh four to five or four to six weeks they take to complete a particular Sprint that Sprint they have discussions every day they have meetings and they decide what to do what to be done and during that 14 to 21 days normally say if it's 14 days project manager assign task so they to complete and finish it so with that they get the agreement from the Department or the project only that will be completing this part these two modules par like so after that you go to the next one and then you plan so whatever the force that you have the first one also may be addressed the second one so it's like like like that is very child right uh you can even see waterfall also here so uh not an issue make a spiral in spiral but it's very agile very flexible things are happening during that each so alterative model and the big band those are the last two things that we have to talk about under system or software development life cycle models methods that we can use to develop software so iterative model is it is particular incremental of uh uh software development life cycle that focuses on an initial simplified implementation which then progressly uh progressively gain more complexity and a broader feature set until the final system is completed so you can understand it's you start small and uh with that you will say you will be initially you'll be talking about uh catering of one particular business requirement then you are taking that as a module to your entire segment say you are designing a module for your me a customer that customer is demanding I want a particular package to pay off my cust my staff salaries so uh so then you develop a particular module to address that requirement of that SM because he's a key account for you in that that particular segment you want to maintain that or sustain that customer account with you so then you develop a salary processing module for for that customer but after that uh after this developing you realize that there's a business case not only for him this problem must be available for all other smes as well so then you can take this to the next level so then you decide okay under this size of uh say user requirement th customers thousand staff member uh segment I can design a modu that capacity then you will addressing that uh range of customer smes with that model finally you can decide now I can develop this to handle all corporate customers requirements as a corporate banking platform so that would be the last stage of your development you get my point right so you start small sometimes you're addressing a particular customers a particular need and then you make it bigger or make it make it more Advance uh to get those requirements so you use it iterative model so for that so those are these are all theoretical things but you can even address this requirement using using up any other model that we discussed earlier you get my point right so initially you can use uh whatever the model but it could be ultimate objective could be achieved whatever you achieve through the iterating so the Big Bang mod you understand big bang big bang theory serious so what the Big B that you know you nor know this big b end of a star right big bang is end of bigger than that so so big bang is normally a super explosion that we talk about and here in business context we call it this big bang is strategically Big Bang is that when you uh say uh organizational change can happen in a big bag for example one particular CEO new CEO coming in and deciding that we'll go for a collaboration and they are going to go with going to join hand with another organization so then entire things all the processes how we work employees everything going to got going to get changed so those are big bang changes in strategical or top most level the organization can case so big bang you normally call it a drastic change happening immediately so company acquiring another company so those things are big Bank strategical changes can help so similarly uh you can use big Bank uh term in software development as well so you are going to do a change so fast and may be a big one so uh but you don't see it in banking Arena industry because uh we are dealing with customers funds and we are heavily regulated so we can do this kind of development uh in like in pintex of course they can do so I don't believe in Big Bang development adopting the big band development model in banking context other than if it is a firefi tissue typ so the big band model is focusing on all types of resources in software development and coding with no very planning so you can see it's it's they don't have a plan so they have a brilliant idea and then they go and try to put all that resources and try to come up with the solution so but in Banks we don't do that because only the technological law fex they can do these things because they are running seat funding and they are gear to do these things the requirements are understood and implemented when they come so uh this model works best for small projects with smaller size development team which are working together uh it is also un useful for academic software development projects it is an ideal model where requirements are either unknown or final release date is not given so you can understand it's it's you can come up with the billiant idea and you can put all your efforts and resources and you can work towards that until you get your final outcome but you can't deploy you can have projects like this in banking are we good with all the uh basic understanding about the concepts so here we talk about the benefits benefits and disadvantages let's have a look about that so waterfall they talk the three structure is there easy to understand and manage what are the disadvantage that is very important limited flexibility and long delivery time difficult to ADT to changes understood right then the rapid application development where the rapid development customer involvement is uh early feedback all these things are there everything is happening fast so disadvantage part sacrifice quality of speed of speed and not suitable for large skill prod M three things project management what are the main three things to development so basic things are sometimes so project development now we talk about system of development all these are falling under project development of projects so any project I it is construction or it's a construction of a software uh all comes on falls on the main three things concept important things about the project management is first one is the cost so you have to worry about the cost first so then only you know this is my investment for this project so you have to be very mindful about the budget allocated for the development in context so what is the next thing now uh management is giving his team okay we'll be allowing uh 100 Days of Our IT staff and his resource also should be design so our project team this much this people will be working for next thing is time there should be time for a project otherwise you can't manage a project for you to manage a project there should be a budget which you have to manage then you have to manage what time time should be there so otherwise there's nothing to manage okay because there's no it's not time not like giving it to contract because with your B you forever building it he's forever coming like part of your member of your family so it's going to be like that if you start a project without a timeline so time is the second important thing what is the third one should be yeah right scope very good scope so scope is the broad so project should have a scope project has should have a scope that scope should have these three things scope means all the boundaries what is the objective what is the uh the resources that we can have and what are the limitations regulatory requirements all these things should be in the scope the scope of the project should be clearly defined so under this scope these three elements coming in so what is the budget and what is the time and then comes the what is the next thing the scope should have the quality so those are three things that should be there in the project the scope is defining the quality of the work [Music] so that that the quality should be defined requir quality so those three things should be there so that's why it says rapid application development model they clearly say sacrifice quality speed so final outcome should be this so when you do things fast you obviously forgo or sacrifice a part of the quality requirement normally in production line these things happens so sometimes there going to be issue coming up at the ultimate ining stage us see in a garment Factory you will see that there are so many errors coming in so then the quality control have to take the decision either we have to do this shipment tonight or we have to go for airight so airight then you're going to be charges coming in then your budget going to be extended so like that similarly here so uh the main problem here they're talking about if you adapt this that can be quality compromises are we clear right in the spiral we are talking about the benefits risk management flexibility and accommodates changes that's what he talk he said that that RIS team is looking into that and the development is more flexible accommodating changes disadvantages complex and costly why it is costly why is costly spiral costly so but they are looking into the risk they looking into the quality because ultimately the letter goes into the customer hands is can make sabotage the entire Bank wrong information and wrong context ultimately not pro those can be know comp compliance issues can make bigger problem so because of that institution is accommodating that kind of what you call costly projects or costly procedures models to adap for sity of the requirement of the project are we clear with that right then V model so it's correspond testing we talked about it what are the disadvantage can be rigid and time consuming not suitable for evolving requirements so uh it's mean that you are testing and you are saying that it's not completed and then you have to go everything again so par happening so sometimes you feel like we got Dev so you heard this document sign off is not happening it takes lot of time because so it's very difficult for you toess so it's very difficult so then the increment then the early delivery of but uh partial functionality customer feedback everything is there because you following so uh complexity increases with each increment so so uh that's the other thing that when you go with incremental it could be complex and uh so that has to be looked into because you start small and then you add up everything into that then it's becoming very complex when you plan projects only will realize how complex it's going to be when you continuously adding on things to the something that to started small because when you are starting small certain things may be not working fine with certain capacity and all these things going to be a problem when you are expanding in a very big way in under that one in the agile we talk um yeah so there major disadvantage they talk about is M lead to scope creep what do you understand by scope creep now she pointed out something very important what you understand scope creep becoming going out of proportion so it's very difficult uh so then when it when flexible things going to be you know uh very difficult to manage because for starting is flexible it's very difficult for management that is there right uh yeah I think last two things are not relevant so we just read through we more or less talked about here so examples of uh these models now these methods in banking industry waterfall we talk about Co banking system implementation So Co banking system implementation uh why we can use waterfall model is uh I'll explain you why uh if a bank decide to get a solution from say entire module to be around a bank so then they will be giving and agreeing with what are the functionality and all these things in the module that what you have so there you can P it out very clearly because you will be getting say version or whatever the version that provided by the the vendor so then you know exactly these are the things that you're going to get and this is be the outcome and some most of the time these solution providers give you uh the test cases and final script and everything so it's a matter of integrating and going into the following each stage so it's very easy because everything can be defined very correctly in the agile model I told you the mobile banking app development uh the fex and banks are using it for wallets and small projects that you go with pilot projects and test so those things you do using agile model because you have that flexibility to do that the incremental uh we discuss about like salary payment module that you do a payment Gateway but you can can initially deploy withut set of customers and you in increase on the go spiral we already took a very good example uh so risk management is the key thing in that method right so this is something uh new no it's not relatively new compared to waterfall and everything so devops is uh dealk life cycle is something coming out of the picture from the normal our software development life cycle so this is uh something that if you can understand this way uh it's not being practiced in banking context but fex they do it so everything is happening uh of the testing development everything happening while you Opera in the mod so uh so advanc Advanced Technologies been used so you don't go with that rigorous you know test grade uh production environment testing all these things are not that you know that sophisticated segregated manner everything happens in the uh the box so development and operations happening in the same uh simultaneously they coexisting so you can see that it's because we are uh managing with customer information and it's very comp Lex industry that we are in but Future these things will come in so then the product development life cycle will be very shorten and the people involvement will also be very less because this Technologies for these platforms are providing the requirement controls uh what you call Quality stands everything is provided in these uh new technologies are providing uh for the developers so when the banks when we adopt these things even technological team or involvement also going to get less in terms of testing uh Q all these things going to get reduced okay basic testing can be get done so on the go we can just configure and see whether it is working fine on the live environment so you don't need much of a CP right I think you should go through uh this slide this is ADV additional thing I touched upon because I'm not sure whether examiner will ask something on this so I thought because he's having a good uh connection with the pinex with Lanka Kar and all that so I thought that it's for us to have an understanding so uh now with that we'll be completing software development life cycle now you understand uh why we need it product development we talked about and then we talk about committees in the bank and how it's getting approved and why we have to follow these things because we are developing products using systems of the softwares now we understand is the main uh flow of a system how they are developing and also the methods that we can use so that should be the understanding we should have the next thing is information technology infrastructure Library so uh how many of you any have it background only one or any other how many of you have a basic understanding about ID has have done any small module during your A Levels or at least you have you have right s so only two are familiar with this term so don't worry uh because we are not going to do program here we are just trying to understand what the basic things of the it so then only we'll understand why what the relevance is uh to develop digital Banking and payments right so uh information technology infast library is five key it has five key stages this is a document or the concept this primary purpose is to provide a systematic approach to IT service management so it service management is now what structure are we clear now if you go and check your pnl you could see that most of your expenditure is on it R depreciation it system depreciation charges after the personal charge can human why we are talking about these things because we are predominantly or dependent on these systems or i f so uh since 1989 concept uh in ion by British government C computer this you call it CCTA agency framework has been under sever so they introduced this to uh establish uh standards in how you manage your uh it systems in a organization so and you you have to manage these Services now suppose you have you are depending on those Services it has to be managed properly to cater all stakeholders so how to do that how to look into those aspects are being defined in this document in five key main areas and under uh 26 processes are there introducing with that document it's introduced in 1989 so it's British government's Central Computer and Technology communication agency so they came up with this concept so today these revisions span four version and five books so which means it's being evolved so gradually it's evolving and giving more insights and also being system in supporting how to manage it so if a bank or organization wants to manage their uh IT services they can use these modules and they can bring these tools in and manage it for example there are really built Solutions so you have to buy it and then you have to buy Administration user licenses and whoever the people who's supporting uh the bank so they have to have those licenses so for the licensing you have to pay annual and if you want to get that solution you have to pay onetime payment also so it's not in rupe terms so in dollar terms sometimes is lead into millions so you have to invest and get it for you to maintain a proper in it uh service how manage it services in the organization right so let's dive in so uh I benefits and use cases any organization can use I the library from small business in the US to large scale Enterprise abroad so it's uh provides a flexible road map organizations to follow when undertaking a digital transformation a few more reasons a company May align their it processes with the it framework includes standardization transparency and then goes to cost Effectiveness and strategic alignment enhance communication organizational change management so when you adopt this Concepts I that you will these are the benefits in in the big way the organization is getting you have I told you your biggest capital expenditure is on he infrastructure and you have all the systems but sometimes whenever you go and use it it's not working fine or it may be not giving the required outcome so then what will happen efficiency is not there so which means it's not managed properly so sometimes you uh PR a particular helpless request and you wanting somebody to attend to your p is not working so maybe your processor is having some problem so so ultimately one user may be affecting thousand customers so to avoid that only you should have proper system to support uh your uh or support service Management in the W right then let's refer to the notes yeah let's refer to the notes I believe you have this note with you right so I think it's very I took it prepared with the support of uh internet and I think this is very brief way that we can understand I told you there are going to be five Concepts uh five key areas the the document or this particular library is talking about and under that we have fix several processes uh what we should be doing so here first one is talking about service strategy it's talk about align IT services with the bank's objectives emphasizing compliance security and customer experience software skill it [Music] right so the focus of this particular key area is align IT services with the banks obje strategies now to to support that we have to have our infrastructure bu and Services IT services manag in that and the objectives so that is there then the service portfolio management is the first one coming under that so service portfolio management manage all banking services example mobile apps loan processing system that you call your um loan manage approval process operating system L you call it uh through their life cycle so key customer supporting sometimes even trade financing platforms so you have all related documentation happening the workflows everything so uh some banks have Advanced Digital banking platforms so all these platforms should be managed and those Services should be provided so any Interruption to those Services should be alerted and addressed so that is the main purpose managing all those services so under this service portfolio manag so uh pfolio Mobile Banking Bing platform corporate banking platform loan approval there can be thousands thousand of systems so those are the portfolios that you have so it is customer uh engaging that is very critical right so the banking examples launching a new online uh loan application system while retaining an out uh out upd tell interface so it's launching a new loan application system while retaining retiring and outdated dat interface so you're bringing something new uh and retiring something old so tool service now so those are the things so J is something that commonly used in the banking Arena and context also so the job you all will be who will be doing this now this is coming under strategy right service strategy so there the service portfolio management will be managed by who so there going to be not only one there going to be several managers for sometimes for each module there going to be manager who's in in the IT department who's looking after that and then it strategy lead the head of it or operational it hit so those people will be managing that then the service strategy under that we have financial management for it stes bu budgeting costing now everything has to be decided by them so they have to justify they have to go to the board level and tell we'll be investing this much and these are the requirements and this will be the are we clear so right then what is the demand management prediction customer needs so strategic for that has to be in line with us then the demand so we have to now see what would be the future demand for that so based on that only we have to do capacity planning and everything so we have to have an understanding about that so under the service strategy so we have to have these things then the business relationship manag act as a brid bridge between business units and it to ensure needs are met so working with retail banking heads to customize features for corporate banking accounts right now dat of this this um module um I infrastructure library is talking about what is service design so what it does say it this A Design banking IT services to meet Regulatory and customer demands so the design should be meeting regulator and the customer so uh for that service level management capacity management availability management and the IT service continue management so those things are there they are going to be uh yeah 10 things so all these 10 things things are coming on the service design so this document is telling that these things should be there in place or somebody should be in charge in the organization to manage these services in the or this IP services so then only all blocks come in to tr and something goes wrong everything we have will executed plan and all infrastructure manage and service proper right U let me quickly go because only line level is there the service level management is defined and monitor SLA for banking services what you understand by that anybody who's uh working in just related Services sleep set so you are getting a report from L right system downtime and everything you aware that right yeah so your team is very much concerned when the system is down right so I think uh you are from card center right so if the card center your card system is down for one minute there going to be whole lot of complaints coming in right so like that uh there are service level agreements and should be established so you call it SLS so each service talk about the portfolios earlier in your strategy you have these products or it portfolio to serve your customers now each thing has to have some service level agreements now that Ser the product owner or the service managing that particular manager should be responsible for these things to accommodate this Now card system should not be down more than 5 minutes if it is more than 5 minutes mean critical so you have to find solution within within five minutes if it is not it will be reported after the board level so it just disaster management then it's everybody is on things so is very critical then only people will be responsible maximum down that is based on the customer requirement then the capacity management what do you understand by capacity management so ensure banking it systems handle current and future demand so scaling the co banking system to support 10,000 additional daily transactions so very simple so the business strategy team they have their budgeting and all these things personal banking or corporate banking or Investment Banking they have the individual budgets so every year they credit for next five years even a branch if you at a branch uh every Branch will be predicting what are the uh next five years business focus and the business expectations so the the bank will be deciding what will be our next year business volumes and expected profs so based on that you prepare budgets and the planning strategic plan for uh your bank or any organization so likely now when you plan according to that we talk that not like those days we can't accommodate customers having a big book let them come I don't mind as long as customers walking into the counters I can write on my book and get them on board so you can have th000 cr books if it is not enough you can bring it from the next station store and accommodate customers those days I'm talking gold and old days it's not the case now so now the business team is strategizing and planning to bring in customers uh the future and existing also so it team has to manage your plan commodate capacity planning has to done and system should be uplifted and uh improved to accommodate those squir so that is covered under service design so you your design should be able to accommodate the existing and the future growth of the customers and the capacities and the volumes clear right then the availability management so what is guaranteed agreed up time and reliability so same example implementing redundancy for ATMs and online transactions G to so what understand by that so even your C machines whatever that you manage your infrastructure and your Hardware there is a lify so sometime particular module systems and appliances that we buy as I told you the biggest expenditure is uh it capex bank so this it capex we are appreciating it how many years normally it appliances what would be the the longest period that you could think of depreciation then you have very good understanding about what why we are talking about it and why it is important because definitely you'll be come up and definitely maybe one of most of you will have the chance to go to the topmost level so better to understand it now itself why it is important anybody who has done Commerce [Music] that is depreciation we charge into our and against our profits will be writing off the initial investment so you decide the lifetime of a particular asset based on that you decide during five years or during three years will'll be fully depreciating the uh asset so you may have your asset value on your balance sheet but your Netbook value be uh zero uh because you'll be uh fully ref after lifetime so you now the it related stuff normally you have for 5 years certain modules you have one subscription so you have to charge it to P immediately some systems some licenses subscription they give annual basis so those things comes into your uh pnl so it is very important uh to decide when you're going to R because the useful life is going to come in some products when they come come up with the come up to the market they tell our product will reach end of sale on this date now you go and get the best solution today and you go to the market and you say that we are buying a particular app plans to uh say enhance your uh network connectivity uh security so you are buying an appliance to improve that so Advanced network connectivity applies like inclusion uh threat prevention solution so that Appliance may be costing you uh $200,000 and you have the freedom to depreciate over five years so lifetime is five years now next challenge is but you can use it you can plug it to your servers and keep it there forever but the problem is when they sell the product they will tell this product will be reaching end of sale that means they will be not selling that product after this number of years today we are buying it as a new product but they are telling another six years time this product will be not available on the market and another seven years time we will be stop providing company warranty or company services for this CL so which means after seven years anyway you have no use of that product you can't depend on that having that going to be a big risk for you because it's not providing the required Services you are getting getting it for C intention that prevention for your network but if it is not working fine nobody's providing Services also so based on that normally Bank we when you procure something when you buy something uh Capital asset you de it over the lifetime based on the service warranty availability of design normally maximum five years most of the time sometimes three years if it is a license then you go for one year then it's going Apex it's Opex so uh the other the other important thing is usability and reliability of this product so after certain period it's not working fine so the defect due to defect and down times are increasing so some machines for example I tell you a very good example uh it's a market service done by me so I visited this QR based post machines uh service providers so each time when I go and purchase something I used to ask can I use that and this so they said that machine is not like and uh so then uh I more than 100 I did so then I realized that particular machine bank had a large network of first dealers for QR Bas okay sometime back so but they also had a large number of defective me also so which means their management of that is not happening properly so they have captured the market they have deployed their assets but they are not thriving through that because they don't have that uh the availability management uh established in the organization properly because they have to check and they have to rec call that products when they're reaching two years so the service level agreement has finished so those things are not happen so that's why it is important uh no point having all these things if it is not working proper so availability management is another key thing uh so I'll give you another good example when I was like you uh 1999 uh at a branch counter uh one M University student came he's a big fellow then so I was standing small in front of him because he's a Mor fellow then I was and he said he called me m and he said M he was asking for 18 card he's asking me I have written read all these conditions on the ATM application I saw St probation stuff and my I only completed few months in the bank and I was really see start now I haven't read it so then he asking what is the probability of 10% we is asking [Music] me so that customers can be like that so the availability of system is demanded by customers so you can see it whenever your system is down your contact center or the support center is getting the biggest uh problem because they are getting number of calls uh we don't see it at the at our seat but when system is down in because we operating in all Island basis all banks so the compes can be more and it's not impacting One customer it's impacting more at based on the TX points so it's very important availability of management then comes U it service continuity management what do you understand by that it's a very important thing that you should understand this is Central Bank level monitored and every bank is very worried about it what do you understand by it service continuity management this [Music] it'sing everything at central location and something goes even a Bomb Blast can destroy our entire Bank operation in a minute because if headquarters getting attacked means that we don't are not in a position to support our customers so because of that uh I'm talking about the physical disaster physical disaster also flood or anything could damage or discontinue of operations to Contin to management we should have this in a separate location also thisas recovery unit will be operating somewhere else so Dr service and everything will be happening somewhere else and and then also we have the risk of threats so if something happening to our systems so then we should be threat proof so not only our disaster Dr site our life not only our dat our Dr site also should be F Pro so for that we have to have systems we can uh cre in to the system so we have to have all this prevention there are a lot of things as this B BM backup all these things are heavily used by Sri Lankan Banks and it's heavily invested on these things and uh so it's a central bank requirement so audit also happening in those things whether those things are properly implemented not only on data center but on Dr site as well so business continu is to prevent uh system related disaster that is mainly a threat haging attack or something like that or physical disaster which going to discontinue operation or stop operation so for that uh this it service continue management is very critical thing they have to manage both aspect physical disaster as well as system threat then Information Security Management so you all know this PCI DSS that's requirement you understand right card and GD gdr gdpr General data protection regul you areare these things right I believe most of you are Bankers so these things are mainly uh safeguarding the customer data protection so information security comes into that and we talked about the ceso uh Chief Information uh officer uh security information security officer so those are Central Bank govern jobs so we have to be very uh what do you call ready and uh to support our systems under uh establishing these uh requirements so Information Security Management is another thing under Service uh design we have to look in uh based on the in it infrastructure Library uh which is been established and been used as a best practice by the industry since 1989 so um so the maafe now it's called kic so maafe is something that uh most of the banks use and uh so these allil services are very common and CM yeah so better to have some understanding about what are these Services also please Google and then you will understand what they provide and at what cost so you will understand uh better then is Supply management so manage contract and performance of it vendors so that is very important what you understand by supp management now the problem comes in now we have spend we have everything done but now there's a uh condition coming in that if something goes wrong third party has to come and support us so for to establish uh that also now for us to have there's dependency from outside so that we have to get into agreements and those agreement should be very strong and for that service should be provided very important it is nothing to do with it but it should involve vend elction V elction normally when you go for outside party to select a solution we go through a bank procurement process process right but it team comes in whenever it is it l procurement they come in and the technical team will give the evaluation of the solution pick by the pro they said there are several suppliers then it team comes in and evaluate all proposes given by the registered vendors of the bank and then the IT team comes up and tell that these uh only out of these 10 suppliers who have given proposals to the services requested we are only selecting these two we are short listing two because all other others are not meeting our requirements their size their capabilities or maybe uh their past track report are not good enough so because of that ID team comes on to tell that we are not recommended to proceed with the rest of the please select those two or three then you go into detail and negotiate and go for the best price so those things are there so here what I want to tell you is Supply management those are the critical functional that we have to do since we have to have very importance given in this document we when you servicing the it management uh you will be looking into this as now we are going to up from the service design to service transition so I told you there going to be five things elements we're talking under this uh ipil so the third one is service transition so main focus of service transition is uh new or updated Services while minimizing disruption so your Transit is transition from your older version to new so it happens most of the time so you don't uh feel it as uh so maybe a functional team or maybe at department or maybe at the branch level You Don't See but this transion is happening very frequently uh most of the days this is happening so we are without our knowledge so that has to be managed so uh its change management is one aspect then the release and deployment management then the service validation and testing then configuration management and Knowledge Management so those are the things that uh comes under that so uh change manage we talking about service transition all this time thinking that department people don't know what they doing but they've been given responsibilities so and it's very critical so that's why there are a lot of people with multiple responsibilities and they performing their task so the change management again we discuss uh about our event product system development life cycle also the deployment is where the change management coming in so every deployment is going through the change management process you up to deployment everything happens in the system development is at the test bit deployment only happening at the life's environment so then only it has it's coming under this because it has a thing to be managed according to this uh because it has a impact so change management is ensure smooth implementation of changes in the banking system so it could be a new thing or existing thing improved coming into the system need to be managed properly so that has to be looked into and there you can use any platform even uh whatever the system development 2% workflow so normally it department has a workflow for that so we that you complete the task to ensure that your change management process that all the new version coming into the uh your banking mainstream when uh previous one is getting reded so that has to be done properly so there change manager is there and sometimes there's a committee also so if not one person approving this chain management so there are several people coming in so chain management committee they approving so uh that's why sometimes there are going to be a development done to move it to live it takes time because you have to get approval from different stakeholders and then only you can deploy to the live environment so um then release and deployment management coordinate releases of new software systems updates rolling out new features to contactless pay like that so it's also part of the the deployment and then release and uh deployment management that only then you go to staging now stage management approved change is done and now before you go to the live there can be a middle uh level or the staging level where you put test tank to it so the release will be confirmed sometimes uh if there's a apps releasing so you have to get the support of another emplo sta member who's specialized in um deploying or releasing apps so then you are getting abore play Play Store all these stores and you'll be releasing the app right then the service validation and testing so those things another critical thing that we discussed so that should be there then the configuration management so maintaining a repository of it assets and configurations so tracking updates of database configurations across data centers so those things are very technical you can understand it configure you have to configure it to uh to manage your keep up keep your it systems so Knowledge Management is another critical thing and this uh last few uh say months Banks experien this big brain brain that people moving migrating so key even I experts also moved out from most of the banks so because they were going for their higher educations uh so and Banks were pay is big problem because of that so uh it's very important to document whatever the knowledge that you have so uh that's why this URS and deployment everything apart from that how these things are being done need to be documented so sometimes you will feel that and everything but it is relevant because when somebody is moving out there's no time to give that particular training that it knowledge somehow should be there on the piece of paper at least somebody to read it and get it out so uh that is there so uh let's go to the fourth one talks about service operation service operation particular area is relevant to all of you respective of whether you are at the branch the department you must have come across with this uh area so let's go into that so day-to-day operations and efficient uh Service delivery to establish this now I told you uh everything is now being done by system to the digital digitize so because of that our operation everything is being we can smoothly deliver only if it is uh running smoothly and our required support is provided by them so most of the banks I believe they have their Des for itated issuesa how you all manage for my understanding normally I'm from Commercial Bank you all know so any other bank if you can tell us how if there's a system related issue how you escalate that say now you are supporting a customer and uh you are not in a position to access that uh system system is not functioning properly or your particular machine is not working properly so how you handling it at the moment as Bankers in your bank I know Commercial Bank so anybody from Commercial Bank no need to answer so any other bank anybody willing to share your knowledge or how you do it how you normally do it from have you come with any technical issue with your machine or system failure same three what you do normally how the process you going to be emailing or contacting IP hotlines the hotline is there you have a SMS uh number I mean now if your machine is not working fine who's attending and how you're going to get that service done LLY can you reach out no idea any any uh experience that some one of you must have got it even a Commercial Bank I get it so we I explain you how I handle how we hand it we have had this uh through the system also we can report it so through the report that getting escalated to a help help desk so they will be issuing a ticket and the ticket they'll immediately I'll be getting a response also that they receive the ticket and immediately I'll be getting a call from one of the technicians so uh there is a service level again now to make things happen properly if we talk about service level so Bank can decide or the IT team can decide if a staff member reports this level of issue through the system and that needs to be addressed or should be given within so if you establish those only respons then he's responsible so because of that call will definitely come system I don't know how fast it will happen the first call will come so then the first service level is been met then the fixing it they must be having okay you have one full day to fix it so you can decide which department you work uh that impact of that problem you have to classify when you submit your request so you have to say I'm working here and this my particular problem that I'm having reporting is impacting my department impacting my Branch for only me so put your customers or the branch because because each user servicing uh if you're facing customers definitely it's impacting your customers so uh systems may be giving options for you to select that only me but my advice is you have to decide you to use your upstairs and the side not having your Meine impacting your internal customer or your exter customer so decide Branch or your department you have to be very clearly mentioned then only you will get the response then only they will attend faster so not only having systems we should have the BC use it also properly otherwise if you say it's only me some it could even take one week you know then what will happen they will call ask man and he has so you to say that it's going to affect the department to the brand so then there's no way they have to attend to it right now we understood Incident Management it talks about R normal service quickly after disruption so then problem man find and eliminate root caes recurring issues it's not only a particular problem sometimes even could be a small problem that you report at your level may be a major problem so when they take action only they will see that oh my God this could happen to all other users also it's good that this person reported it to us immediately otherwise during the course of the day by the end of the day this would have spread to all misss you get my point so then the problem management team will be finding why it has happened this why this machine is not getting out so they will check it could be threat that could be some attack to that machine also so it's very important then on the service operation this element also should be then the access man access systems of taxes can you access all the systems no right and we have privileges also expert kect he's in a branch but he's supporting this development done by the operations team there are instances like that so those privileges granted to that particular person so access management is very critical thing normally nowadays banks have their central location Authority Department managing all use access so user man user access management team is normally established uh to save guard this proper it service management man creation everything is managed by them there Authority so they will look into that we call Access manager it Security administrator there can be separate so only if you have a separate responsibility asign person these things will happen in a very high stand expected standard manner in the industry so the service IT service management will be benchmark Department department so there is some changes so those things sometimes as users we don't experience it because it happens centrally with the manager approval with the CH confirmation so they will decide which privilege just should be granted to staff related to transfer or the new appointed staff cor then 19th is event management so they what you call the monitor systems for potential issues so detecting unusual transaction patterns suggesting a Cyber attack so those things are event management so event management is again a very critical thing why it is very critical so it is very important uh it it could lead to so many things it could be something to even up to a bank run so early detection of those things are very important so uh at present day as of now Central Bank requirement is such that we should have recovery plans all banks should have a recovery plan so recovery plan means that in case of any a threat or uh issue that we should be able to revive especially in this condition that econom is having a very difficult time so how to revive uh and come back in case of you know defaulters in case of bank run so those things are talked at very high level so event management is even having an idea about those things also so not like early days Bank Run could happen overnight Friday if something goes wrong wrong communication can lead it to a bank run and during the weekend people can transfer all the money lying in their accounts digitally to elsewhere you understand so uh for us to understand what is happening in the market and what is happening with our customers to manage it to educate them properly so we have to understand so somebody's moving money from us so then we have to early warning should be there so then we know why this is happening why this sentiment is there with the customer so we can go to the Mark we can go to the media issue confirmation maybe due to a wrong message customers are behaving in in such a so not only a threat system to threat even Market uh unexpectancy also can be detected if you have EV management uh processes established in your organization so all these processes should be Implement now we talking about 26 processes so it's very important so then the request fulfillment so uh process user service request adding a new user to the treasury management system so those things are uh fulfillments so not only that even getting a license now for example you are having a license given access so each staff member having so many systems so sometimes I as explain you they are are licensing so when new staff member is being budgeted and your branch is getting a new staff member and then he should be given access for system capabilities for that again this fulfillment should happen so then [Music] everything those are the fulfillments so those things should be properly communicated and those procedur should be established for you to provide these services in a industry standard way otherwise because we don't have these processes implemented in the organization so it's very important not only having all that it's very important to have these processes Implement under those five key areas to uh have that it service Management in the right then fin would be the continous service inform so Japanese maker continuous service improvement so um it's everywhere there so monor improve IT services that is the main focus so you have to understand whatever have gone wrong during the previous cycle and in through guarding so that is what you call continuous Improvement so service review should be there process evaluations then definitions of continuous Improvement initiatives and monitoring continuous service improvement initiatives so those are not that difficult to understand just read it through so how you can have it so service reviews are periodically revie so you have this uh for example you have event register now sometimes uh when you have system downtime you have to have it at the branch level all Department level J person asign normally so you record all these uh down times or system interruptions uh faced by the STA or the branch so then that will be recorded and that should be shared with the central Authority so they have a database how many times uh this system was down during this month so they are learning through that and how fast we reacted that uh restore restore that services so based on that they will decide no this is not the expected level that you should perform so then the management decide no this should service level should be improved this had to be attended immediately you can't have this much of down time so like that so it's very important to improve this continuously so for that you should have dashboard so you can use powera you can dock sense you can use any dat uh visualization module and get this information from the BR level and have those Dash boarders boards and improve your service continuously like table we St right then uh with that I think we can stop today so uh yes any clarification that you need regarding these processes that we discuss the five areas the service strategy then the design service design and the IT service transition too much to die yesterday right the it willing it's not that complicated take it very simple way uh we didn't talk uh we talk about how we can improve our it IT services in the in an organization and what are the recommended Benchmark processes that been used by the industry players so having these things we can uh make use of it I think we have few more slides to explain this in a practical manner before we jump on to uh next day's new session I'll touch upon those and we'll stop today from here uh please go through the slides so then we'll be we can run through SL faster but it's good to understand these things uh these are Basics but uh it's good then you will know strategically why it's very important uh as it right in for back and then thank you very much let's meet next week next Christmas anybody celebrating Christmas we can meet up on 21 it's not just let me know then we can if other other having class we have