An extensive guide to IT release management

When was the last time a "planned" software update threw your entire day off course? Maybe a critical application suddenly crashed or a seemingly minor update led to unexpected glitches that halted productivity. Such disruptions, while minor by IT standards, ripple through an organization. The result? Stretched deadlines, frustrated employees, and a potential dip in customer satisfaction. Release management rigorously tests, monitors, and aligns every update with business needs. Let’s look at how this process minimizes unexpected roadblocks and ensures smoother user experiences.

What is release management?

Release management is a strategic process within the IT and software development life cycle. It ensures the efficient transition of new and updated applications, systems, or services from development to the production environment. The process also coordinates a project’s movement into production environments where end users can consume them. It maintains the integrity and consistency of the live environment and ensures that teams only release thoroughly tested and approved changes. In some organizations, release management involves the technical deployment of IT products and features. Other organizations may take a broader approach to include adoption and business process changes related to a release.

What is a release?

A release refers to a specific version of a software application or system ready for distribution or deployment. It involves a set of new features, bug fixes, or improvements made from previous iterations. Teams plan, test, and verify a release before introducing it into a live environment.

Each release follows a unique identifier to trace it later. This ensures releases integrate and perform without errors.

The importance of release management

Release management is a safeguard that guarantees software updates deliver value without compromising performance or reliability. It ensures the seamless introduction of software changes into a live environment. It also reduces the risks associated with deployments, maintains system stability, and improves user satisfaction. The process coordinates development, operations, and business stakeholders to double-check each release aligns with business objectives.

Release management in ITIL, ITSM, and DevOps

Release management ensures software updates and new features get to the users. Let's break it down:

• ITIL (IT Infrastructure Library): Release and deployment management falls under the service transition phase within the ITIL® framework. Here, "release" involves a refined version of a service or component. "Deployment" involves its integration into the live operational environment. ITIL focuses on the systematic planning, testing, and rollout of IT services to balance rapid software delivery and system stability.

• ITSM (IT service management): ITSM is a broader umbrella under which ITIL resides. It focuses on the end-to-end management of IT services in alignment with business needs. Release management in ITSM ensures that it’s not just technically sound, but also aligns with organizational objectives, user requirements, and service level agreements.

• DevOps: DevOps is a modern approach to software development and operations. Release management in DevOps stresses iterative releases to improve collaboration between development and operations teams. The goal is to produce frequent, smaller updates that teams can seamlessly integrate into the production environment to ensure speed and reliability.

Across all these frameworks, the core essence of release management remains consistent: to deliver valuable, tested, and reliable software changes to end users in a coordinated and efficient manner.

The role of a release manager

From start to finish, the release manager plays a crucial role. They ensure all activities run smoothly, manage risks, and meet organizational goals during the release process.

A release manager wears many hats. They combine coordination and governance to ensure teams execute releases securely. They’re skilled IT professionals who use standards, processes, and tools to oversee release activities.

IT release managers work with business leaders, product owners, IT project management teams, development teams, and operations staff to integrate technical features. They collaborate with departments like business development, marketing, and R&D. This collaboration synchronizes efforts across the board for a successful product release.

The release manager steps up as a leader when the release involves multiple staff members. They provide overarching management to coordinate the release team and the release processes. They maintain the governance and quality of the release, too. 

What’s more, they assess the risk and complexity involved and apply due diligence to achieve release objectives without disrupting the company's ongoing IT operations.

ITIL release management objectives

Release management plays an important role in IT services. Its key objectives include:

Planning and scheduling: At the core of release management lies meticulous planning and scheduling. This ensures that new or updated IT services align with a company’s roadmap and don't collide with other organizational activities.

Adapting to business evolution: Company strategies, objectives, and operational tactics change. Release management ensures the IT environment evolves to cater to these needs.

Controlled deployment: Release management introduces new service in a controlled manner. Teams introduce changes systematically to avoid abrupt alterations that could destabilize the IT environment or confuse end users.

Safety and effectiveness: Release management champions the safe introduction of changes. Rigorous testing minimizes potential disruptions and ensures the business can rely on these IT services without hesitation.

Release management acts as a compass and guides the IT evolution of a company in a structured way.

Benefits of successful release management

28% of software teams in a SmartBear study reported that they deliver monthly releases. There are plenty of benefits to frequent updates, including:

• Speedier delivery: Release management enables users to quickly access new features and updates.

• Minimized risks: Controlling releases decreases the potential for unexpected disruptions. Careful management prevents changes that might disable critical features, like the login feature on a banking platform.

• Predictable deployments: With structured scheduling, companies know when updates will roll out to allow for proactive preparations. For an online retail platform, this could mean launching updates during off-hours.

• Meeting service requirements: Release management ensures every update or new service follows set standards and expectations. A video conferencing tool, for example, validates that new features match its commitment to sound and video quality.

• Knowledge transfer: Release management focuses on proper education and communication. It ensures everyone understands and can use the new changes to their advantage. For example, an organization may organize comprehensive training sessions for relevant staff members when introducing a new data analytics tool.

Release management use cases

Let’s explore a few industry-specific stories to see how release management impacts success.

Healthcare: Imagine a hospital's patient management system getting an update. Without proper release management, a minor glitch could lead to appointment mix-ups, incorrect medication details, or billing errors. A meticulous planning and testing process guarantees patient data is accurate and accessible.

E-commerce: Online stores often roll out new features—maybe a personalized product recommendation engine or a faster checkout process. If these updates clash with existing systems, it could lead to shopping cart errors or payment issues. A well-managed release ensures that new features enhance the shopping experience, rather than disrupting it, leading to satisfied customers and increased sales.

Transportation and logistics: Consider a global shipping company updating its tracking system. It’s introducing real-time location, predictive delivery windows, or integration with third-party services. A minor oversight can result in misplaced shipments, inaccurate tracking data, or even downtime in the tracking portal without proper release management. Release management ensures seamless integration of these new features to keep shipments on track and customers informed.

What is release life cycle management?

Release life cycle management is a structured approach to handling software from its initial conception to its end-of-life. It coordinates every phase of a software's journey and aligns with technical requirements and business objectives.

Here are the primary stages, illustrated with an IT example of deploying a new feature in a banking application:

• Planning and design: This initial phase involves recognizing the need for a new release and outlining its features. For example, with a banking app, this could involve adding a biometric login capability.

• Build: Development takes place based on the previously defined specifications. In our example, developers would code the biometric authentication feature.

• Testing: The release undergoes detailed quality checks. The quality assurance team tests the biometric login across different devices to double-check compatibility and security.

• Deployment: After successful testing, the team introduces the software into the live environment—like the banking app's new version with the biometric feature.

• Operation: The team monitors the release to address any issues or updates needed in the live environment. This involves tracking user feedback on the new login feature for potential improvements.

• Retirement: Eventually, when the software or feature becomes obsolete or is replaced, the team phases out. For example, if an advanced security feature is available, the team might retire the biometric login.

Release and deployment management approaches

ITIL v3 defines six approaches for release and deployment management. Most companies use some variant of these approaches, though they may refer to them by different names. It’s also common for different approaches to be used for different types and sizes of projects.

• Big bang approach: Teams roll out a new or changed service to all users at the same time.

• Phased approach: Teams provide services to a part of the user base. If they don’t observe any issues, they repeat the process to other user groups via a scheduled rollout plan.

• Push approach: Teams deploy service components from a central location and push them out to the target audience and locations at a predefined time.

• Automated approach: Teams introduce changes into the production environment using automated workflows and distribution mechanisms.

• Manual approach: Teams rely on manual activities to distribute a release (common when the release has system dependencies that require manual checking before or after deployment).

The release management process

All project teams introducing alterations must be in sync, be aware of mutual changes, and adhere to unified guidelines. ITIL delineates the release management process into six distinct sub-processes that follow release management best practices:

• Release management support: This sub-process offers guidance and assistance for release deployment and highlights the roles integral to various stages of release and deployment management.

• Release planning: At this stage, the release's scope and content are outlined based on set policies. It involves slotting authorized changes into release packages and scheduling the build, test, and deployment phases.

• Release build: This phase concentrates on developing all necessary release components. It encompasses issuing work and purchase orders for components from external sources and confirming all elements are ready for testing.

• Release deployment: Here, the focus is on introducing release components into the live environment and transitioning training materials and documentation to end users and operational personnel.

• Early-life support: Post-release, there's a critical phase where the release management team collaborates with the incident management team. They address operational challenges and rectify any issues stemming from the new release.

• Release closure: This final phase wraps up the release activities. It ensures all documentation is updated, and the outcomes and feedback of the release are communicated back to the respective project teams.

Measuring success of release management initiatives

Understanding how well your software updates are rolling out can make all the difference in keeping things running smoothly. Keep a check on these metrics:

• Deployment frequency: The regularity with which updates are introduced into the production environment.

• Change lead time: The duration between a change's approval and its activation in a live setting.

• Change failure rate: The ratio of changes that encounter issues upon being launched.

• Mean time to repair (MTTR): The average duration needed to address and rectify a malfunctioning release or associated incident.

• Volume of hotfixes: Counting immediate fixes necessitated by unexpected post-release challenges.

• User feedback and satisfaction: Collecting impressions from end users to gauge their experiences and perceptions of the new updates.

• Post-release incidents: Monitoring unforeseen operational hiccups or challenges post-deployment.

Note that while these metrics are important, every release is different. Consider these factors, too:

• Complexity of the release: Bigger and multifaceted releases demand a different set of evaluative criteria than their more straightforward counterparts. For instance, launching a suite of interconnected features might necessitate broader testing scopes.

• Stakeholder communication: Effective communication, encompassing clarity, transparency, and regular updates, can impact the success rate and reception of the release.

• Training and documentation: The depth and accessibility of training sessions, user manuals, or FAQs ensure smooth adaptation to the new release, reducing potential hitches.

• Infrastructure and tooling: The modernity, scalability, and reliability of the tools and platforms play a crucial role. For example, outdated deployment tools might introduce avoidable bottlenecks.

• Organizational culture: The milieu can significantly impact release success. Organizations promoting open dialogue, innovation, and change receptivity often witness smoother release integrations.

Considering these multifaceted metrics and influential factors offers a comprehensive view of release management's efficacy, guiding organizations in optimizing their methodologies and strategies.

Tools for effective release management

Release management is a complex process. 

You need a suite of tools, including version control systems, continuous integration and continuous deployment platforms, and configuration management tools to create seamless transitions between development and production. These tools maintain consistency, reduce errors, and streamline operations.

Freshservice steps in to provide a comprehensive release management solution and offers an integrated ITSM platform that simplifies the process It blends traditional functionalities with modern capabilities, supporting teams in Agile development. Check it out to learn how to optimize releases for the best outcomes.