Change Management Change Management

Goal – Primary Objective Change Management Goal – Primary Objective To ensure that standardised methods and procedures are used for efficient and prompt handling of all Changes, in order to minimise the adverse impact of any Change-related incidents upon service quality

Responsibilities Raising and recording Changes Change Management Responsibilities Raising and recording Changes Assessing the impact, cost, benefit, resource requirements and risk of proposed Changes Developing business justification and obtaining approval Managing and coordinating Change implementations Monitoring and reporting on the implementation Reviewing and closing Requests for Change (RFC) Controls all changes to all CI’s in LIVE environment.

Why Change Management Ensure Standard methods used for all changes Facilitate prompt handling of changes Keep a balance between the need for change and the potential detrimental impact of change

Types of Change Basic Change - Priority: Based on Impact+Urgency Change Management Types of Change Basic Change - Priority: Based on Impact+Urgency  High, Medium, Low … (Urgent?) - Category: Based on business impact  Minor, Significant, Major Urgent Change - A change that needs to be implemented more quickly Standard Change - An accepted solution to an identifiable and relatively common set of requirements (e.g. set up of User profile, Password reset)

Change Control Process – Basic (normal) Change Management Change Control Process – Basic (normal) Implement change using appropriate Standard Change model Change Manager Filters requests Change Manager Allocates initial priority Change Manager Decide category and/or use of standard model Start Change Manager Approves / rejects and schedules Changes, reports action to CAB Circulates RFCs to CAB members Circulates RFCs to Board members minor major significant Senior management / board level Approve / reject Changes (Financial / Technical / Business) Change Builder Builds Change, devises back-out & testing plans Independent tester Tests Changes Change Manager Change review Change Manager Co-ordinates Change implementation Closed Slide 6

Change Control Process - Urgent Change Management Change Control Process - Urgent Change Manager Filters requests Change Manager Allocates initial priority Change Manager Calls CAB or CAB / EC meeting Start CAB or CAB / EC Quickly assesses impact resources and urgency Change Manager Co-ordinates Change implementation Independent tester Urgent testing Change Builder Builds Change, devises back-out & testing plans Change Manager Ensures records are brought up to date Change Manager Review Change Closed Does not require FULL testing. Slide 7

Change Process RFC Stage 1 Stage 2 Stage 3 Stage 4 Stage 5 Change Management Change Process RFC Registration Acceptance Priority (Urgent?) Stage 1 Category Impact Assessment Authorisation & Schedule Stage 2 Build Test Stage 3 Implement OK - Y/N? Backout Stage 4 Review Close RFC Stage 5

Considerations Change Advisory Board (CAB) Change Management Considerations Change Advisory Board (CAB) - RFC are circulated to selected members depending on Change Category (Minor, Major, Significant) - Mandatory assessment of RFC - Optional attendance of CAB meeting - Meetings held on a regular basis CAB / Emergency Committee (CAB/EC) - Responsibility for impact assessment of urgent changes Forward Schedule of Changes (FSC) Projected Service Availability (PSA) based on FSC CAB considers IMPACT of Significant change. Urgent change procedure used for emergency problem resolution. Standard change is an accepted solution to a relatively common set of requirements Authority is usually given in advance.

Change Management Benefits Increased visibility and communication of changes to both business and service support staff Reduced adverse impact of change from improved business, technical impact and risk assessment Improved productivity of Users through less disruption and higher quality of service Better assessment of the cost of proposed changes Greater ability to absorb a large volume of change See Possible problems page 34.

Exam Tips Basic and Urgent Change Control Process Change Management CH Exam Tips Basic and Urgent Change Control Process Change is associated with RISK CAB Members Problem Manager Change Manager Customer Representatives

Change Management Exam Question When can the building, testing and implementation of a change begin? A If it is urgent, as soon as the Request for Change has been classified B As soon as there is a back-out plan for the change C As soon as the impact analysis has been discussed by the members of the Change Advisory Board D As soon as the Request for Change has been formally authorised

Exam Question How frequently should CAB/EC meeting be held? A Daily Change Management Exam Question How frequently should CAB/EC meeting be held? A Daily B Monthly C Weekly D As required

Exam Question Consider the following statements: Change Management Exam Question Consider the following statements: 1 Effective Change Management ensures that urgency and impact are keys to decisions made on the scheduling of changes 2 Change Management controls all aspects of the change process Which of these statements is true? A 1 B Neither of them C 2 D Both of them