Building and Improving IT Service Change Management John Borwick

ITIL Expert, PMP, CGEIT certificates Who’s this guy, anyways? John Borwick University Libraries IT Services Director and IT process consultant, Virginia Tech IT manager since 2005 ITIL Expert, PMP, CGEIT certificates Career goal: make people’s lives easier through improved IT management.

Pre-conference survey 12 of 16 are building the process 4 of 16 are improving the process 6 of 16 have ITIL Foundations cert 1 has ITIL Expert cert 4 people shared advice

Survey advice for people starting to investigate IT service management It is imperative to use a change management process if you want to be an industry leader. You'll see the benefits shortly after you implement it well, even though the feeling of immediate slowness impact consequence of control measures! Learn from others and look at best practices. Change Management may seem like a road block to many people. The only way it will work is if everyone sees the benefits that change management adds to the institution.

Summarized preconference survey goals Broad understanding of the process How to build from scratch Need to review process vs. ITIL, peers, or best practice How to get all areas of IT to participate How to better coordinate change across locations Understand higher ed vs. more structured industries Build vocabulary/terminology Right-sized/appropriate process vs. ITIL doctrine My team’s going to be doing change management

Introductions Name Institution Building vs. improving change management? Anything to add to goals for today?

Agenda Level-setting: ITIL background Getting buy-in/support Process triggers Change management in practice, activity by activity Change management and other processes Other thoughts and review

Level-setting: ITIL background

Why am I saying “IT service change management?” Other “change managements:” IT service change management Organizational change management Project scope change management

The Service Lifecycle Service Strategy Service Design Service Transition Service Operation Continual Service Improvement

IT Service Change Management lives here The Service Lifecycle Service Strategy Service Design Service Transition Service Operation Continual Service Improvement IT Service Change Management lives here Just because it lives in Service Transition doesn’t mean that it waits until after Service Strategy and Service Design “have happened.”

Thoughts? “IT service change management is the driving process of IT service management”

IT service management benefits of IT service change management 80% of outages caused by change 80% of MTTR spent trying to determine what changed Gene Kim, George Spafford, and Kevin Behr, The Visible Ops Handbook: Implementing ITIL in 4 Practical and Auditable Steps, Revised First Edition edition (IT Process Institute, Inc., 2005).

Key IT service change management takeaways from Service Transition “Request for change” (RFC) records Change manager role Change advisory board (CAB) Change calendar Types of changes Emergency changes Latent changes Pre-approved changes Change models

See also EDUCAUSE ITIL CG itSMF Higher Education COI ITIL intermediate training (RCV or Service Transition)

Getting buy-in/support

John B’s continuum of process perception Unnecessary evil Necessary evil Helpful Strategic asset

Stakeholder identification Who are the stakeholders in IT service change management?

Levels of support Active supporters Active opponents Passive opponents

Stakeholder analysis How can you win over these stakeholders? What do they value?

Process triggers

Process components Inputs Process Activity A Activity B Activity C Outputs Triggers

What types of things are “changes” in your environment? What types of things are not changes?

Examples of common “changes” that may not require documented RFCs: Service requests Access requests Certain types of pre-approved changes

When is your change process triggered?

Change management in practice, activity by activity

John B’s change management activities Create and record RFC Review RFC Assess and evaluate RFC Authorize RFC build and test Coordinate change build and test Authorize change deployment Coordinate change deployment Review and close change record Emergency change process

Create and record RFC Where do RFCs come from? What is collected? Where are you recording RFCs?

Create and record RFC How do different stakeholders create RFCs?

Create and record RFC What fields do you collect?

Create and record RFC What fields do you collect? Change requester Change category Risk, impact, and urgency Business purpose Change builder & change implementer Requested start/end dates Summary title + automatically-generated: RFC ID Creation date Status

Create and record RFC Where are you recording RFCs?

Create and record RFC Where do you keep your backlog? e.g. RFCs kept in “Draft”

Create and record RFC Other tips/thoughts?

Review RFC Who’s doing this review? What are they reviewing?

Review RFC Check that fields are accurate Check for duplicates/similar RFCs

Review RFC Other tips/thoughts?

Assess and evaluate RFC What are the rules by change classification? What information is needed for an informed approval?

Assess and evaluate RFC What are the rules for the change classification? Change classifications

Assess and evaluate RFC What information is needed for an informed approval? Change risk/impact Priority

Assess and evaluate RFC Other tips/thoughts?

Authorize RFC build and test How do you run a CAB? Who attends a CAB? Who approves what?

Authorize RFC build and test How do you run a CAB? CAB review deadline Permanent members Clear change authority Agenda & minutes

Authorize RFC build and test Who attends a CAB? Change authority Permanent members RFC-specific attendees

Authorize RFC build and test Who approves what? Low risk/impact Simple approval Medium risk/impact CAB ? High risk/impact IT management board? or IT governance?

Authorize RFC build and test Other tips/thoughts?

Coordinate change build and test What does the change management process care about in this step?

Coordinate change build and test What does the change management process care about in this step?

Coordinate change build and test Other tips/thoughts?

Authorize change deployment Who authorizes the change deployment? How does the change get scheduled?

Authorize change deployment Who authorizes the change deployment?

Authorize change deployment How does the change get scheduled?

Authorize change deployment Other tips/thoughts?

Coordinate change deployment How do people find out about the change? Who’s performing the work? What’s the plan if things go wrong?

Coordinate change deployment How do people find out about the change?

Coordinate change deployment Who’s performing the work?

Coordinate change deployment What’s the plan if things go wrong?

Coordinate change deployment Other tips/thoughts?

Review and close change record How do you determine how well things went? How do you “close the loop” to improve the change management process?

Review and close change record How do you determine how well things went?

Review and close change record How do you “close the loop” to improve the change management process?

Review and close change record Other tips/thoughts?

Emergency change process When is something considered an “emergency change”? Who approves emergency changes? How do you review/close the loop for emergency changes?

Emergency change process When is something considered an “emergency change”?

Emergency change process Who approves emergency changes?

Emergency change process How do you review/close the loop for emergency changes?

Emergency change process Other tips/thoughts?

Change management connected to other processes

IT service change management and service request management Service request catalog Enhancement request RFC

IT service change management and project management IT Project X RFC Deliverable A RFC Deliverable B Deliverable C RFC

IT service change management and software development RFC Create and record RFC Review RFC Assess/Evaluate RFC Authorize RFC build and test Coordinate change build and test Authorize change deployment Coordinate change deployment Review and close change record User story A User story B User story C

IT service change management and software development RFC Create and record RFC Review RFC Assess/Evaluate RFC Authorize RFC build and test Coordinate change build and test Authorize change deployment Coordinate change deployment Review and close change record DEV TEST PPRD PROD

Other thoughts and review

What we talked about Level-setting: ITIL background Getting buy-in/support Process triggers Change management in practice, activity by activity Change management and other processes

Other tips, questions, or things to share?

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